Stake Casino - Player cannot withdraw funds due to account issue.

Hello..i am diamond vip in stake casino with 1.000.000 roll on and last 100.000 loose..i make a last deposit of 40.000 and i win 70.000 after that my account is open but i can not ask withdrawal..i chat with them by e mail and live chat but do not answer me..kyc verification is full.please help me to take back a little of my money..Thank you

Dear foradeus,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played with your last deposit?

Did you accumulate your winnings with or without an active bonus?

Can you see any warning or explanation in your casino profile as to why you cannot withdraw your winnings?

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

Best regards

Veronika

i play all games sports and casino i have lost 100.000 and all roll on of my account is 1.000.000 i play all games.No bonus and no warning and explanation in my profil..

Please forward me all the communication between you and the casino regarding the issue you are facing at veronika.l@casino.guru. Also, please specify what the current balance in your casino account is and how many pending withdrawal requests you have in your account. Please post the screenshots of your transaction history showing your pending withdrawal requests here. Thank you for your patience and cooperation, and I look forward to assisting you further.

Hello..i can not have open withdrawals because i can not ask withdrawal..withdrawals is close in my account

You mentioned in your initial message that your account is verified. However, in the screenshot of your communication with chat support, it appears that your account is still undergoing verification. Could you please clarify if there are any additional documents the casino has requested from you for this process?

Additionally, have you received any explanation regarding why you are unable to submit a withdrawal request?

Lastly, have you made any successful withdrawals from this casino in the past?

My account is full verify and they do not answer me ..they ask me to wait...no withdrawals before

i mean i have do not ask withdrawal in near future...before i have ask withdrawals and pay well

Thank you very much, foradeus, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you foradeus for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Peter and foradeus, 

We would like to provide clarification regarding this case and inform you that the user is already aware of the ongoing verification process. The complainant was instructed to complete the full account verification, which they have done up to KYC level 3. However, for the remaining level, the required document has yet to be submitted despite our previous requests.

It’s important to note that the last document rejection occurred over 121 days ago, and no further documents have been provided since then.

As such, we kindly reiterate our request for the complainant to submit both a recent payslip and a bank statement covering the past three months. Please ensure that the salary figures listed on the payslip match and can be verified against the transactions shown in the bank statement.

We appreciate your cooperation and understanding in this matter.

Kind regards, 

I have send all documemts to ask me..please checking..Thank you

Thank you for the update. I would like to ask both parties to keep us posted about any new developments. Thank you!

Dear Peter, 

We must inform you that the complainant has not submitted any new documents for the remaining level of verification. The last document upload was 132 days ago and was rejected.

Therefore, we reiterate our previous message and strongly encourage the user to comply with our request.

Kind regard

I send all documents and always reject it with no answer..i chat all the time and do not take answer...So tell me here what exactly want to send you and explane why reject all documents to send you!!!Thank you

Dear Stake Casino, can you clarify what documents the player needs to provide to finish the full account verification? Thank you in advance!

Dear Peter and foradeus,

As previously mentioned, to complete the remaining level of verification, the user needs to submit both a recent payslip and a bank statement covering the past three months. Please ensure that the salary figures listed on the payslip can be verified against the transactions shown in the bank statement. These documents should be uploaded through the platform at: https://stake.com/pt/settings/verify.

To clarify, the user initially submitted only one page showing what appears to be a portion of their salary for the month of May, and this document was rejected 134 days ago. We kindly ask the complainant to confirm if any documents have been uploaded after this date and, if so, whether they were submitted directly to their account.

We appreciate your cooperation.

Kins regards,

Thank you for the clarification Stake Casino representative.

Dear foradeus, I would like to ask you to please provide the requested documents so we can continue resolving your issue. Thank you in advance!

Hello..please need more time to colect this to ask me.thank you

Dear foradeus,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of foradeus. We received the following message:

Hello..stake ask me bank statement from Dumpai to send me my money but i do not use more bank in Dumpai..i close all and now i leave from there...please tell me if i can to send my bank statment of greece

Dear Stake Casino representative, let us know what the player can provide to proceed with the verification. Thank you in advance!

Dear Peter and foradeus, 

Ensuring a secure and compliant environment for all our players is our highest priority. In line with this commitment, and given the specific circumstances of the case, we kindly request that you provide the necessary document for the outstanding verification level from the time your account was restricted.

Specifically, we require the submission of both a payslip and a bank statement covering the months of December 2023, January 2024, and February 2024. It is essential that the salary figures on the payslip correspond with the transactions reflected on the bank statement.

These documents can be securely uploaded via the following link: https://stake.com/pt/settings/verify.

Please note that this document request was communicated at the time of your account restriction; however, the submission was not completed. The last attempt to upload these documents, which occurred over 174 days ago, was rejected.

We appreciate your attention to this matter and your prompt cooperation to resolve this issue.

Kind regards, 

All transactions made with crypto.i can not understand what exactly want for my side?My bank statement of course do not have transactions with you becouse i do not make transactions by my bank account...i do not understand why and what exactly want...

Thank you for the update. Dear Stake Casino representative, can you let us know why a payslip and a bank statement is required if player deposited using cryptocurrencies? Thank you in advance!

Dear Peter,

To complete the remaining verification level, the Complainant needs to demonstrate their source of income. If they cannot provide both a payslip and a bank statement covering December 2023, January 2024, and February 2024, they can submit the following alternative document sets:

1. Cryptocurrency Exchange or Wallet Statement:

A transaction statement from a verified cryptocurrency exchange or wallet (e.g., Binance, Coinbase, Kraken) showing:

The user's name (if verified on the platform)

Wallet addresses

Transaction details (inflows, outflows, purchases, sales)

2. Proof of Cryptocurrency Purchase:

Invoices or receipts for cryptocurrency purchases made with fiat currency on exchanges or from third parties.

Screenshots of the transactions related to their account.

3. Mining Report (if applicable):

Income reports from mining platforms.

Proof of electricity payments or investments in mining equipment.

4. Business Income Documentation (if applicable):

Contracts or invoices for services or goods sold in exchange for cryptocurrency.

Proof of payments received for these activities in their wallet.

5. Capital Gains Tax Report (if applicable):

Tax returns or a report on capital gains from cryptocurrency trading (if applicable in their jurisdiction).

6. Wallet Addresses and Ownership Proof:

A signed message from the user's wallet verifying ownership of the specific addresses.

7. Any Additional Source of Income Proof:

If the cryptocurrency was obtained through other means (investments, donations, etc.), they can provide contracts, donation receipts, or statements to verify the source of funds.

We appreciate your understanding.

Kind regards,

i send all bank statement to ask me.please inform me here when withdrawals open