Stake Casino - Player is struggling to complete account verification.

I'm a platinum vio player at stake. I was asked to complete kyc after making a deposit. I submitted my info and then my account was placed in withdraw only mode. So I tried withdrawing my funds to then get an error message. I'm not sure why such a big casino would want to withhold 185 dollars that's made 200k off me. I was forwarded to account recovery which is not what I'm trying to do. I just want to withdraw my funds and be on my way but they will not allow that. I am the only owner and user of this account and have all verification means ready to verify but they keep just making excuses. I just want my deposited funds withdrew

Dear Jppwjwnb,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

i have submitted over 200 screenshots . I have the email in my control the phone number in my controll and I told them they could send my money to a withdraw adress that I withdrew to shortly after making the account.

i didn’t have to prove kyc when I deposited and lost over 100k I don’t see why now they will not just pay me .

Thank you for sharing all the required details, Jppwjwnb. Your complaint will be forwarded to my colleague Tomas (tomas.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hi Jppwjwnb,

I've just reviewed your case and am sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Stake Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Best regards,

Tomas

For one thing when I joined this was not required. Yes I live in a restricted country but I spent a lot of money here and I need to be able to withdraw my funds. They sent me to account recovery and it has been a nightmare after completing each request I was then given a harder request to complete. State account recovery has even told me they would never pay my money even tho it sets right there in my account. I completed the kyc with my real documents recently and still they deny me my money. My accounts in withdraw only mode but they are keeping me from withdrawing even tho they promise that no player would be denied there funds

I can also provide you with 100s of emails supporting the facts

Once again today they told me they could not verify the account was mine. I have the same device , same email, same gambling patterns , same

withdraw addresses and every single thing to verify I am the owner but still they want to play games and leave me unpaid.

Hi Jppwjwnb

Can you please provide us with your UserID on Stake.us?

We will look into this promptly.

Thank you.

Stake US

It’s stake and I used the same username on this complaint board I have now started reporting you to every complaint board and gambling commission I can think of Stake use to be my life nearly I had a platinum level 5 account and then o had the current one y’all are deciding to go against everything you stand for. I’ve been trying for 6 months to retrieve my 200 dollars. I use to have affiliates under my username and was always in your top 1000. My vip host was ashaan. I have considered moving so I could play on stake legal. Now I just have a bad taste I. My mouth and nothing to

say good about the casino that put me in withdraw only mode and still won’t give me my money!

I said stake.com

yall are just being ignorant now

Dear Jppwjwnb,

As you have an account registered on Stake.com, I'm now changing the setting of this complaint.

I want to invite a Stake.com casino representative to join this conversation and participate in the resolution.

Dear Stake Casino,

Can you please provide us with any reasons for the delay in completing the KYC procedure which causes the problem with the withdrawal request for the player?

Best regards,

Tomas

They won’t say nothing I told them to withdraw to a wallet I first used to withdraw to and they wouldn’t

Seems as if stake knows I’m the owner of the account since I have every single deposit reciept in my possession but they still want to deny my money

Dear Jppwjwnb,

We refer to the above matter.We confirm (as seen in the attached) that the balance in your account is less than a total value of $1 USD. You currently do not have a positive balance of around $180 USD as previously stated.

Although the above is the case, we also confirm that in accordance with our Terms of Service, the User provides accurate information in relation to account registration and does not reside in a restricted jurisdiction when opening an account and using our services.

In this case, you have provided multiple incorrect sets of KYC information, with completely different names, addresses, and locations (including Brazil and Canada) and as soon as Stake were aware that you resided in Colorado, we proceeded to suspend your access to your account.

As per the above reasons, your account will remain to be closed as we understand there has been no wrongdoing done to you. You have been able to withdraw all your funds and reduce your balance to an almost zero balance and deliberately provided false and misleading information to bypass our security measures.

Best, 

I have a screenshot showing my balance as of today of 180 so now everybody in the world can see your a liar

Yeah just confirmed my balance is in doge coin and needs to be withdraw would you like photoes

so y’all completely are lyin GB through your teeth and I will tell every casino complaint board there is

Trying to withdraw now and hmmmmmmm looks like it’s not letting me ???? What’s up with this

Soo ok obviously whoever you were talking about wasn’t even me even tho I gave you my username.yes I played with a Canada vpn but not Brazil so who you talking about. Stake give me my money and cut all the ignorance. You can’t even lo CA te the proper account

Balance as of 920 pm is that above I can take a screen recording and post the video if you would like

Dear Casino Guru,

We note there was an error in our previous response and the correct balance of DOGE in the account is 2,580.34610040.

We have proceeded to send through an email regarding this matter.

Best,

Lol yall don’t know what y’all are even doing all I want is my money everytime I go to withdraw y’all block me. I’ve been trying for 6 months

I’m more than happy to give my doge adress right now. After 6 long months of holding my funds I feel like I’m owed more than my balance. Yeah you can say all the bullshit you want but I want my money

Once again can’t cash out

no email recieved at this point

Thank you for reaching out to us.

If you wish you can reach out to our account recovery team at recovery@stake.com and provide the information necessary for your account to be unlocked.

If you are not able to provide us with what we need, we are not able to assist you under any circumstance.

As you have mentioned "We are pressing charges", feel free to let your legal team contact us and we will forward them to the appropriate department to continue that discussion since Legal inquires are not handled by Support.

If there is anything else that we can assist you with or provide information on, feel free to let us know, we are here 24/7.

I don’t want my account unlocked I’m from a forbidden territory I just want my f*** money

so looks like they get to keep my money

Dear Jppwjwnb,

Besides I was provided with evidence supporting the casino's decision, you stated and confirmed that you are from a restricted country, which is in direct breach with the casino's T&Cs. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. The casino acted correctly.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Stake Casino, for providing information and for your cooperation.

Best regards,

Tomas