Stake Casino - Player's account has been restricted.

They locked up 7400$ on the account, I sent all the needed documents for proof of address , for proof of funds etc. They always reject and say that document isnt visible but it is. I went to bank and gathered every info and document stake needed and they still dont want to give me my money

Hello istr1ake,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, let me answer your questions.

This started when i won 7000$ and wanted to withdraw, a have more deposited (more than 7k) on this account before the 7000$ withdraw request but i gambled that money.

I sent documents and i still send them since february 2024. but they still deny. If needed I can come phisically to stake center and give them document in person. But they keep denying, my ID was approved one year ago but they removed it from verity site and told me to send ID again which i did but they always say its not visible, when it clearly is (i have iphone 14 pro max camera is good) . i have sent proof of funds which directly my bank sent me, i own a car mechanic service and i have a lot of money, i sent my paycheck since new year and they still deny it, also i sent proof of address and they deny it too.. I spoke to casino at live chat and they told me which type of documents I need to send and I sent all the documents they say they need, but they still deny documents with not saying reason why deny

Here i answered all your questions.

Thank you istr1ake for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello istr1ake,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Sir,

We deeply regret any inconvenience you may have encountered during the verification process. We understand and acknowledge your frustration and concerns regarding the necessary documentation.

Please be assured that our primary goal is to uphold a secure and compliant environment for all our players. After consulting with the relevant team, we have clarified the specific requirements to facilitate the progress of your verification process.

Level 2: You have submitted a photo of your ID only. We kindly request that you also provide a selfie with the document (front and back), holding a piece of paper with your username and today's date written on it.

Level 3: We kindly request a photo of your utility bill and proof of payment for the past three months.

For Level 4, it is essential to provide both a payslip and a bank statement covering the last three months. It is crucial that the salary indicated on the payslips is verifiable on the corresponding bank statement.

Once you have gathered and uploaded these documents as per the specified requirements, we will promptly forward them to the team for expedited review of your account.

Your prompt attention to this matter is greatly appreciated.

Kind regards,

I already sent all of that info, now I need to go to bank and pay again for all documents?? Its been 2 months since u locked up my account, when you say for level 2 send passport i send then you say I need to send ID… You do this all the time its getting ridiciolous… I sent POA and POF 6 times, the document is valid in the time you said. This is really stupid from big casino like you.

Dear Stake Casino,

Could you state why the provided documents are insufficient for the Player's verification? It appears that the player has submitted all the required documents.

I'll be awaiting your reply.

Dear Sir,

We regret to inform you that we were unable to verify your account due to the absence of the required documentation, as highlighted in our previous communication.

For Level 2: You have currently submitted only a selfie with your ID. We kindly request that you provide a selfie with the document, displaying both the front and back, while holding a piece of paper that includes your username and today's date clearly written on it.

For Level 3: At this level, only a single-page document has been uploaded. We kindly request that you submit a photo of a recent utility bill along with proof of payment covering the past three months.

For the remain level, it is essential to provide both a payslip and a bank statement covering the last three months. It is crucial that the salary indicated on the payslips is verifiable on the corresponding bank statement.

Please ensure that all documents are gathered and uploaded according to the specified requirements. Once submitted, we will promptly forward them to our team for an expedited review of your account.

We appreciate your prompt attention to this matter and look forward to assisting you in this process. 

Kind regards, 

Hello istr1ake,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Everything that you said I sent, lile literally every

document , I sent with piece of paper, with ID and with Passport, all combination, I sent literally direct mail from my bank about bank statement for you, for level 3 house is not on my name, i found when i sold car document with my address, also denied, you keep denying all documents wtf

Dear Stake Casino,

Could you confirm if you have received all the necessary documentation from the Player for the verification?

I'll be awaiting your reply.

Dear Sir,

We would like to inform you that the required document has not been uploaded as per our previous requests. Additionally, your level 2, 3, and 4 verifications were rejected 47 days ago, and no new documents have been submitted since then.

Regrettably, we are unable to verify your account due to the absence of the required documentation, as highlighted in our previous communications.

Please ensure that all necessary documents are gathered and uploaded according to the specified requirements. Once submitted, we will promptly forward them to our team for an expedited review of your account.

Thank you for your attention to this matter.

Kind regards, 

Hello istr1ake,

Can you please follow the instructions provided by the casino and inform me once you have done so?

I'll be awaiting your reply.

Okay I will send now or tommorow

Hello istr1ake,

Did you manage to follow the casino's instructions?

I'll be awaiting your reply.

Dear istr1ake,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.