Stake Casino - Player is struggling with account verification.

My account was placed on temporary restriction, and in order for me to withdraw my balance, I was required to verify level 3 and 4.

I first tried to do so a week ago by uploading a bank reference letter and my payslip to the verify section of my profile. Then the page updated 3 days later, saying I need to send in two selfies holding my identity document, a utility bill with proof of payment, and 3 months long of payslips and bank statements.

I did as required 5 days ago, and even notified support staff about my case. It took them over 72 hours to review and then reject my documents without giving me any reason why and what particularly are they looking for.

Yesterday, the verification section of my profile appeared exactly the same as 3 days ago, telling me to "send in two selfies holding my identity document, a utility bill with proof of payment, and 3 months long of payslips and bank statements." They don't leave any note about what is missing in my documents, whether the files were in the wrong format, or if they even received the files at all. I uploaded everything one more time as required and don't know when or whether my case will be processed at all.

It seems like there isn't enough communication between me and the kyc team. Support staff insists on being patient and communicate via the email "accounts@stake.com", though it has been over a day since I sent an email there and still yet to receive a reply. The waiting window between each of their kyc reviews is so long while their feedback is so short and unclear.

Dear PurplePango,

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.

• Do I understand correctly you have trouble completing verification of your identity your address and the used payment method?
• Could you please forward your correspondence with the casino to my email at tomas@casino.guru?
• Have you accumulated your current balance in the casino with the help of casino bonuses?

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,

Tomas

I have trouble verifying my identity, address and source of income, and I don't know the reason why the documents I provided were insufficient. I will forward my correspondence with the Stake staff to you. And yes, a portion of my current balance is the casino bonus paid out to me as promotion participant.

Thank you very much, PurplePango, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you PurplePango 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 problem with the player's documents and what can we do to help them pass the verification process.

Thank you!

Dear Sir,

We regret to inform you that, after a thorough review of your account and the submitted Know Your Customer (KYC) documentation, it has come to our attention that the information provided is falsified.

In accordance with our terms of service and regulatory requirements, the provision of accurate and truthful KYC documentation is essential for maintaining the integrity and security of our platform. The deliberate submission of misleading documentation is a serious breach of our terms of service, resulting in the permanent restriction of your account. Please be advised that this decision is final and irreversible.

We appreciate your understanding of the importance of compliance with our policies and the impact on maintaining a secure gaming community.

Kind regards,

Thank you for the update Stake Casino Team. Could you please provide evidence of the falsified documents to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter, 

We would like to inform that we sent you an email with evidence of the falsified documents. 

If you have any additional inquiries, please feel free to reach out to us.

Kind regards, 

Thank you for providing evidence Stake Casino team.

Dear PurplePango, according to the evidence provided to us by the casino, we believe that the concerns about misleading verification are justified and the steps the casino took are appropriate. 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 any issues with this or any other casino in the future.