Stake Casino - Player can't verify account for withdrawal.

Hello, please arbitrate between me and stake. I do not have a passport and they want a passport. I have a national ID and a driver’s license, and they write on their site that they accept a driver’s license, a national ID, and a passport, but I do not have a passport. When I attach them, they refuse because they reply with a passport, and I have more than two months. I am trying to confirm my account and send them many pictures and data. In a different way, they respond with a refusal, and I do not know whether this is fraud and the theft of my money or what, because I tried every attempt and got my friend’s passport, and they also rejected it under the pretext that they are returning the same information as me, and here is an amount of $11,255 attached to my account, and I want to withdraw my money, but I cannot.

Dear midospike09999,

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. 

• Have you created the account under your name using accurate and up-to-date personal information?
• 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 or without an active bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Did you create the account in your name using accurate and up-to-date personal information? (No information, it is not the same as my account data. I did not know that it was important and I entered any data, but it is the same as my name and city, but not the same as my date of birth)

What games have you played to build up your current casino bankroll? (Slot machines, live games, sports betting) (I bet on a game and won and then my account was closed)

Have you achieved your current balance with or without an active bonus? (No without active reward)

My account was closed for no reason and without any right. They do not want to activate my account or give me my money. I just do not want profits. I only want my money. They scammed me and do not want me to return my money.

Dear midospike09999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions and I found this:

4.2 For a person to be registered as a player with Stake and use the Website, that person must submit an application for registration and opening of a Stake account. The application for the opening of the Stake Account must be submitted personally, and will require You to provide a set of personal information, namely e-mail, full name, date of birth, address, etc.

4.3 Where the information stipulated in 4.2. is not provided and/or is not deemed to be complete, accurate or up-to-date at any point in time, Stake reserves the right to suspend the Stake Account registration and treat any subsequent potentially accepted deposits to the Player’s Stake Account as invalid (and any winnings arising from such deposit as void). 

Please understand that you must always enter correct and complete personal information when creating an account. Any online casino has the right to verify your identity at any point and it is impossible to pass the verification if you fail to provide correct personal information.

Unfortunately, we are not able to help you further in this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear midospike09999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.