Stake Casino - Pelaajan tili on väliaikaisesti estetty.

Hi my account has been temporay ban the 25 déc. 2024 01 h 15

on stake i am unable to place bet or withdraw my money.They asked me to do level 4 verification.

Level 1 and level 2 verification were completed with no problem

but when its time for the lvl3 verification none of the documents i sent was accepte it was always rejected with weird non sense reasons. I cant proof my address and my source of income even if sent my Electricity bills for the past 3 months, my banks statement for the last 3 months ,my credit card statemenst for the last 3 month ,every payslip of the last 3 month printed on paper and signed by hand by my supperior itself with an email of certification for the signature and the document, i sent my Tenancy agreement with the signature of the landlord (all governement certified etc) they keep rejecting all the documents ,they said the Tenancy agreement need to be signed and stamped by the autority who provide hit even if the paper is already signed and stamped. I feel like they try to make give up even if i have NOTHING to blame myself for.. its my money, my account and everything is legit and i dont know why they keep rejecting me. I really need your help thank you!

Dear LAMB3RT,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you have been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I made my inscription the 14/07/2022

I made my 782$ balance from a few sports bet and slot machine.

I made 4 deposit in december the last deposit ive made before that was in september cause ive made a self exclusion from 09/2024 to 12/2024

Deposit made

12/24/2024CA$350.00

12/21/2024CA$50.00

12/21/2024CA$50.00

12/20/2024CA$50.00

Withdraw

12/23/2024-CA$250.00

12/23/2024-CA$300.00

12/21/2024-CA$160.00

A few response i got after sending legit and signed document by my boss and landlord like payslip and proof of rent,electricity bill etc... They keep sending me different message and reason everytime.

They got the logo of the compagnie i work plus the logo the Qc gouv.on my rent agreament plus signature etc. But they want a "stamped" like a ink stamped or something like this that is almost impossible to get these days.My work superior made a email with all his info from the compagnie plus the logo for certification because he could not provide me a direct ink stamped of the sheet cause it doesnt exist no more.so they ask me for almost impossible thing to get even if they add all the document i can possibly think to send.

Thank you very much, LAMB3RT, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok thanks you i will wait for a reply🙂

Hello, LAMB3RT! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Thank you very much! i will wait for your response have a great day🙂

Dear Pavel,

Following a review of the users account, we are pleased to inform that the restrictions have been lifted as of three days ago.

Our records indicate that they have been able to access and utilize your account functionality since that time.

Kind regards,

Thank you for your response, Stake Casino!

LAMB3RT, please, confirm if you have access to your account and if you would like us to hold the complaint open while you withdraw your funds if this is your intention.

Hi !thank you so much for your help everything is fine i have a full access to my account now and i have my money back im very gratefull thanks you Casino Guru for the very quick and efficace service

Dear LAMB3RT,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski 

Casino.Guru