The player from Italy has completed the KYC verification on Stake but now faces issues with being able to play. Support informs him that he must complete further verification levels, yet his submitted documents are consistently rejected despite meeting the requirements. This process has been ongoing for weeks with no resolution.
Stake Casino - Player's account access is delayed due to KYC issues.
Amount: €18
Stake Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
3d 18h 3m 8s
Case summary
3 days ago
Public
Public
5 days ago
Translation
I registered on Stake some time ago, completed the KYC verification with all the required documents, and got approved without any issues for all levels. I deposited, played, and withdrew for several months. But, a few weeks ago, while trying to play, I got the following message: Error
Sorry, you cannot currently do this. Please contact support for further assistance. I contacted support, and they informed me that I needed to complete level 3 and level 4 of the KYC verification. Following their instructions, I provided the documents, photographing them on a flat surface and showing all four sides of the documents. But each time, my documents were rejected despite checking multiple times to ensure they conformed to the requirements. I reported the issue to support several times, and they told me to re-upload the documents. This has been going on for weeks. I assure you that the documents are ok. Can you help me? Thank you.
Automatic translation:
Public
Public
4 days ago
Dear DRIMTip,
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.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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 in advance for your reply.
Best regards,
Dominika
Public
Public
4 days ago
Translation
I have sent an email with the documentation and communications to the email address you indicated.
Thank you so much for your support
Automatic translation:
Casino Guru is examining the case
