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- mayankraj1993

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