The player living in Mexico encountered difficulties withdrawing winnings from Stake. He had trouble completing level 3 and 4 verification processes. His submitted documents (invoice, screenshots of payments, and ownership certificates) were rejected, leaving his withdrawal option disabled. He perceived that the casino was setting overly complicated requirements as a way to impede withdrawals. The Complaints Team contacted the casino, which clarified the discrepancies in the player's submitted information and provided specific instructions for resubmission. However, due to the player's lack of response, the complaint was ultimately rejected.
Stake Casino - Player faces difficulty in complex verification process for withdrawal.
Amount: €284,916
Stake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello, I have deposited 72306 usdt into Stake through 31 deposits and I've won 284.916€ from wagers.
When I attempted to withdraw a portion of my balance, I realized that the withdrawal option was disabled and I needed to complete level 3 and 4 verifications.
I have submitted the invoice for step 3 and it was rejected. They then asked me for a notarized rental agreement.
I explained to them that I do not have such a document, the only proof I have from Mexico is the invoice I have already sent them which should be valide as it meets the requirements they asked for in Level 3.
I have also clarified that I am Spanish but currently living in Mexico because my girlfriend is Mexican and I only have a receipt, not a rental agreement.
They also asked me to justify the deposited funds (level 4).
I have emailed a screenshot of the payments made from my kucoin account to Stake, history from Revolut, and ownership certificate from Revolut to show that the funds deposited in kucoin are from my Revolut account. I also included the ownership certificate from my bank, from which I loaded my Revolut account.
With these documents, I can trace the money and prove the funds belong to me.
I own a business in Spain and can send them any tax information they need to see that I have sufficient income to support the deposits made to Stake.
I'm a tipster and have more than 500,000 followers on my social media but I don't want to leverage that to give Stake bad publicity. I hope this situation can be resolved without resorting to such measures.
After sending all of the documentation, they responded to my email with the following:
"Hello,
Unfortunately, the documents you submitted could not be verified.
Our KYC team has provided feedback on how to complete your KYC verification in the KYC section of your account.
Best regards,"
In my Stake account, it shows that I need to upload other documents for Level 3, none of which I have, something I've already told them in my email but they have not taken into consideration.
I do not even understand how I can complete Level 3 if they're asking for things I do not have. Regarding the Level 4 documents which I have already submitted, they haven't even responded. It seems like they intentionally complicate the verifications so that people give up. They justify it on the grounds of security and compliance with regulations, but in reality, they never ask for anything when you lose, only when you win. Suddenly these verification procedures pop-up, asking for unreasonable documents just to make withdrawing the funds more difficult.
What should I do then? Should I lease any flat with a rental agreement and have it notarized just to pass Level 3? They ask for such nonsensical requirements just to complicate the withdrawal process.
I hope that you can assist me as I have observed that many of the issues posted here have been resolved, thank you very much!
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7 months ago
Dear miguelaquinosanchez,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Have you received any suggestions on what other documents are acceptable for the third step of your verification?
Have you provided the casino with your tax information for the fourth step of your verification?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Translation
1. Through the chat they told me a rental contract signed before a notary.
2. Yes, send all documentation for step 4
3. Yes. Once and it arrived without problems.
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7 months ago
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I rented a home yesterday with a rental contract and I uploaded the contract to my Stake account. Let's see if they now accept it and finally approve level 3 verification for me.
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7 months ago
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Today they sent me an email with a link to do a real-time verification with a selfie and passport and I have done it successfully. Now I should activate the withdrawals, right? I hope this nightmare is finally over and they let me withdraw my balance.
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7 months ago
Has the status of your withdrawal requests changed after you finished your real-time verification? Have you received any response from the casino following your last verification?
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7 months ago
Translation
Hello, I have just been rejected again for Level 3, I have completed the real-time verification successfully. I ask you to please ask stake to join this conversation and explain what is happening because it looks like they are deliberately delaying everything.
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7 months ago
Thank you very much, miguelaquinosanchez, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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7 months ago
Hello, miguelaquinosanchez,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Stake Casino team,
Could you please explain the player's situation in more detail? What steps should the player take to finally complete the KYC/verification and withdraw his disputed winnings? Where is the problem? Can you provide him with instructions on how to proceed and a reason why the provided document was rejected?
If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
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7 months ago
Dear Sir,
We deeply regret any inconvenience you may have encountered during the verification process. We understand and acknowledge your frustration and concerns regarding the necessary documentation. Please be assured that our primary goal is to uphold a secure and compliant environment for all our players.
Firstly, we would like to inform you that we attempted to reach out to you on May 15th via Support Live Chat. Since we did not receive a response, we followed up with emails to your account's registered email address on May 16th and May 21st, but have yet to receive a reply.
To reiterate our previous communication, we need specific information to verify your account and confirm that you do not reside in a restricted area.
Currently, the address registered in levels 1 and 3 of your account does not match. Please update the address in level 1 to match the address on the document you submitted for level 3.
For level 2 verification, please resubmit your passport along with a selfie holding the document and a note displaying your username and the current date.
For level 3, you can resubmit your address verification document.
We appreciate your prompt attention to these matters and are here to assist you through this process.
Kind regards,
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6 months ago
Thank you for the clarification, Stake Casino team.
Dear miguelaquinosanchez,
Can you please follow the casino's instructions or try to find the emails the casino sent to you?
Then, once everything is done following the instructions, can you inform us about progress or updates?
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6 months ago
Dear miguelaquinosanchez,
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.
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6 months ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, it will not be possible without the requested details and updates.
Thank you very much, Stake Casino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
