Stake Casino - Player's account has been closed amid verification disputes.

My account was suspended on 15th november 2024 on stake due to which i was unable to place bet or withdraw my winnings.They asked me to do level 4 verification.

Level 1 and level 2 verification were completed earlier.

Firstly they asked me to upload any document in my name for level 3 verification consisting of my address and for the same i uploaded my last 3 months credit card bill statement in required format, then they rejected it stating me to upload utility bills.

As i am a tenant utility bills were in the name of landlord and i have mentioned them that through mail. Still they asked me to upload utility bills and the payment receipts for the last 3 months.

Today i uploaded the utility bills and they rejected it stating that the documents should be in my name. So i again uploaded the credit call bill statement which is on my name. Now they have rejected my verification and disabled my account permanently.

This is harassment as i have already uploaded all the required documents requested by them. They keep on rejecting documents for no particular reason, i have submitted all the documents asked by them.

Even for level 4 verification they asked me to upload payslip and 3 months statement which i have uploaded and merged in a single pdf in which the salary amount is clearly stated in the statement.

This is pure harassment as my winnings got stuck for no reason and they rejected my verification for no particular reason.

Kindly escalate my matter as i have all the documents ready which is required for level 3 and level 4 verification. I hope you will help me in this situation.

I am attaching the screenshot of the relevant conversations with stake team.

Thanks in advance for your cooperation.

Regards

Mayank

Stake id- mayan******93

Dear Mayankkareer1993,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your account at Stake and the verification process. We understand how frustrating it can be when your winnings are on hold and you face repeated verification rejections.

To help us better understand your situation and proceed with your case, could you please clarify the following:

• Have you received any specific reasons or feedback from Stake regarding why your verification was rejected despite submitting the documents they requested?
• When they requested utility bills in your name, did you provide any additional context or alternative documents that could have been acceptable, such as a tenancy agreement or any correspondence that could support your claim that you are the tenant?
• Can you confirm if you have received any final communication from Stake regarding your account suspension or if they mentioned any further actions you could take to resolve the issue?

Your cooperation in providing these details will be crucial for us to move forward and effectively mediate the case. Without your input, we may not be able to proceed with the resolution, and we want to ensure that we have all the information necessary to help you.

If you have any further relevant communication, such as emails or chat logs, please feel free to forward them to me directly at petronela.k@casino.guru. This will help us investigate the issue more thoroughly.

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

Dear sir,

I have asked them why my account has been disabled as half an hour earlier they were asking me to upload documents for verification process.

They have replied that your account has been suspended due to violation of terms and conditions and provided a link referring to terms and conditions of stake which is unacceptable.

I have provided all the relevant documents to them and yes i informed them about utility bills as mentioned in the screenshot provided to you in attachment earlier.

They have not asked for tenant agrement or anything they just asked my to upload last 3 months utility bills and payment receipts which was uploaded and then they just suspended my account.

Earlier also i have uploaded credit card statement which was on my name for level 3 verification.

I have attached you all the supporting documents that i have provided them after merging in a single pdf for level 3 and level 4 verification for the reference on your mail(petronela.k@casino.guru)

All the payslips and statements have clear proofs of my salary crediting in my account.

And the credit card bill statement also has my name and address mentioned

in it properly.

Regards

Mayank

Stake id-mayan******93

Thank you very much, Mayankkareer1993, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 Mayankkareer1993,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Mayankkareer19,

We have been in communication with the complainant regarding their verification process. Their KYC3 was approved just one day ago. For the final level, the user has been requested to provide bank statements and payslips for the last three months. These documents must not be screenshots and should include signatures and stamps. Additionally, the amounts on the payslips must correspond to those reflected in the bank statements.

We appreciate your understanding and cooperation.

Kind regards,

Dear sir,

I have already submitted the statements and payslips earlier but they got rejected as the stake staff asked my to provide payslips stamped by the issuing authority.

But as the payslips are system generated and was downloaded through our portal, it can't be stamped. The amount in the payslip correspond to that of statement still they got rejected. Payslips can't be stamped as they are system generated.

Now i have uploaded ITR as a supporting document for level 4 verification.

Kindly verify the documents as i have uploaded 3 documents for level 4 verification i.e statement, payslips and now ITR.

Its been more than 15 days since verification has started.

Regards

Mayank kareer

Id-*********

Dear sir,

Issue has been resolved. My level 4 verification has been completed successfully and restriction has been lifted.

Thanks for your cooperation and concern.You can mark the complaint as resolved.

Regards

Mayank

Dear Mayankkareer1993,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru