Stake Casino - Player’s account has been suspended.

My account was suspended on 3rd october 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, then they rejected it stating me to upload utility bills.

I did it, but they asked me to upload utility bills and the payment receipts for the last 3 months.

I uploaded a couple the utility bills and they rejected all of them.

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.

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.

I have some issue with upload attachments but can send you to your email.

Regards,

Maria Lucia

Dear vanillasky299,

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?

Did you accumulate your winnings with or without an active bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I provided utility bill on 26 November. My bannk statement in correct format and meet their address verification standard. But they want utility bill. But utility bills in my country it's just payment confirmation (of course it's poor data)

Dear vanillasky299, could you send me the documents you provided to the casino at dominika.l@casino.guru?

Also, did you accumulate your winnings with or without an active bonus?