Stake Casino - Player's account has been closed after the KYC change.

In March of this year, my account was suddenly locked, preventing me from playing games or making withdrawals.

My account had already completed KYC Level 3, and I was able to use it normally for several months before this happened.

After inquiring about the issue, my KYC was revoked, and I was asked to complete a more advanced KYC process.

Initially, I was told that verifying my identity with a driver's license and a selfie would be sufficient. However, when I applied, I was informed that only a passport would be accepted. Since I don't have a passport, while I was considering my options, my account was disabled entirely, leaving me unable to log in.

I kindly ask for your assistance in restoring my account and allowing me to make withdrawals.

Dear x2002x2002x,

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 make sure I understand your situation completely.

Could you please advise if you requested to be self-excluded from this casino?

Could you kindly specify when you passed the KYC verification for the first time? Which of your identity documents did you send back then and were accepted?

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

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

We will answer to the following

Can you tell me if you have requested self-exclusion from this casino?

→No, we haven't.

Can you tell us when you first passed KYC verification?

→End of November 2023

What form of identification did you submit back then and was it accepted?

→I was accepted with my driver's license and residence certificate.

Have you ever been successful in making a withdrawal?

→ It has been successful many times

Have you accumulated winnings with or without an active bonus?

→ Sorry. What do you mean?

After yesterday's reply, I received an email from stake.

Multiple information and repayment requests received

When I look at the email address, it seems odd, so is it a scam?

stake.comsupp0rt@gmail.com

There are some groups abusing this site.

This email most definitely does not belong to Stake Casino. The casino never operates under a Gmail account. Their official contact email is support@stake.com

Thank you very much, x2002x2002x, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear x2002x2002x, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Stake Casino representative to join this conversation. 

Dear Stake Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We have sent you a email regarding this case.

Kind regards,

Dear x2002x2002x,

The casino has provided evidence confirming that you have breached the terms and conditions by creating multiple accounts. It is very common for casinos to allow only one account per player.  

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved. The complaint will now be rejected.

I'm 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 will try our best to help.

Kind regards,

Katarina