Stake Casino - Player's account is facing KYC verification delays.

There is a specific list of documents that are acceptable for passing KYC level 3-4. At the 3rd level, a letter of recommendation from the bank and a rental agreement are suitable. I provided a photo of the lease agreement with a stamp and signatures from both parties, to which these clowns responded that there was no stamp (are you idiots or are you making a fool out of me?). I can attach this agreement here so people can see this circus. Then they said the lease was handwritten... fine, I provided a certificate from the bank with the bank and customer information (this isn't just a certificate, it's the certificate that's on the list of acceptable documents) and they refused it. I took a letter from another bank and provided it, and they refused 7 times. Each time they ask for something different. Do not deal with them. Everything is good until the first large deposit.

ENG VERSION

There is a certain list of documents that are suitable to pass KYC 3-4 at the 3rd level suitable letter of recommendation from the bank, rental agreement. I provided a photo of the lease agreement with a stamp and signatures of both parties, to which these clowns answered me that there is no stamp ( are you idiots or are you making a fool out of me ?) I can attach this agreement here so that people can see this circus. Then they said the lease is handwritten..... ok, I provided a certificate from the bank with bank and customer information (it's not a certificate but a certificate that is on the list of things I can provide) they refused, I took a letter from another bank and provided it they refused 7 times. Each time they ask for something different. Do not contact them. Everything is good until the first large deposit.

Dear IrynaH,

Thank you very much for submitting your complaint. I’m sorry to hear about the experience you've had with the KYC verification process.

To better understand your situation and assist you effectively, could you please provide some additional details:

• Could you clarify the specific reasons the casino gave for rejecting your documents? Were the rejections solely based on the documents being handwritten, or were other reasons provided?
• When you submitted the bank certificate and letter of recommendation, did the casino specify what was missing or why they were deemed unacceptable?
• Have you received any clear guidance from the casino on what specific documentation they would accept to fulfill the KYC requirements at levels 3-4?
• Could you also provide more context on the timeline? How long has this verification process been ongoing, and how many times have you attempted to submit the requested documents?

If you have copies of the documents you’ve submitted, any rejection notices, or relevant communication with the casino, please feel free to forward them to petronela.k@casino.guru.

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

Hello, Petronella. Please forgive me in advance if the translation is not entirely accurate.

So, it all started on the 6th when I regained access to my account. I tried to place a bet and realized that my account was blocked. I was asked to complete full KYC verification, levels 3-4. Honestly, I was shocked because I make deposits in cryptocurrency and don’t break any rules. In the list of documents that I could use for verification, I saw a bank statement and tried to use it for level 3, but it was rejected. I contacted support to ask if I might be doing something wrong, and they informed me that the statement was not suitable for level 3 verification and requested a rental agreement, which I also uploaded.

What happened next was complete absurdity. The support team started insisting that the document didn’t have a stamp and signature. I’ll attach it below; please let me know if you also don’t see a stamp and signature there. Then they started saying that it was handwritten. But how else should it be when you rent an apartment from a private individual? They told me to go and fill out the agreement electronically and have it notarized. 

I just want you to understand what’s happening. There’s a war going on in the country, with daily shelling and casualties. The landlord from whom I rent the apartment has moved almost 1,000 km away from me. What am I supposed to say to him? Come back so we can redo the agreement because the casino requires it? 

Next, I saw on the list that I could use a reference letter from the bank. I obtained these letters in English from two different banks and sent them, but they were rejected again, and I was asked for utility bills from the last three months. I have never paid for utilities; every month, my landlord tells me the amount I’ve accrued, and I transfer the money to his card. Even if I did pay, the apartment is not in my name, and the bill would have his name on it. They then said I should go to a notary again to make a rental agreement and have it notarized. A REFERENCE LETTER WITH MY REGISTERED ADDRESS DOESN’T SUIT THEM. I provided them with a photo of my Ukrainian passport, which officially has my residence address, and that didn’t work for them either. 

I’m asking for your help to resolve this situation because I understand this won’t end otherwise. Their bias against me is clear, and it’s evident that they’re not really interested in the verification. Although I haven’t done anything wrong to them.

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LOOK AT THE AGREEMENT, FIRST AT THE SECOND PHOTO, AND NOW LOOK AT THE LAST SCREENSHOT OF THE RESPONSE FROM SUPPORT. WHAT KIND OF BULLSHIT IS SHE EVEN TALKING ABOUT?

Hi IrynaH,

• Could you please resend the screenshots in higher quality, ensuring that the username you used to register at the casino is clearly visible? My email address is petronela.k@casino.guru.

Unfortunately, the ones you previously provided are too blurry to review.

Thank you.

Help, I have no strength left! I sent them a utility bill! And do you know what they said? That it is suspicious that I previously reported and sent a lease agreement for another address. ***** I AM 25 YEARS OLD, I HAVE HAD MY OWN FAMILY FOR A LONG TIME, should I live with my parents at the address that is in my documents?

My profile shows the registration address in the 1st level verification. I sent a utility bill from there, what do they want from me? I'm already at my limit, I'm pregnant with my second child and I'm fussing every day because of them and I'm crying. Stop mocking me, I've already given everything possible and impossible!!!

Hi IrynaH,

In your previous message, you mentioned: "So, it all started on the 6th when I regained access to my account."

• Could you please clarify the reason your account was previously blocked?
• Were you notified by the casino regarding the reason for the block?

Additionally, we have received several emails from someone else claiming to be the rightful owner of this casino account. They also suggest that their complaint may be related to yours.

• Could you please review the following case and let us know if you recognize this individual?
• Lastly, you haven't yet provided your casino nickname or username. I'm not asking for any sensitive information like your password, but could you please confirm the nickname/username associated with your casino account?

Thank you.

I sent all the screenshots where my username and all the information about the account are indicated

my username is IrynaH I can record any video confirmation that I am me. I offered to provide the casino with video confirmation with a Ukrainian passport where the place of registration is indicated.

Regarding what I wrote on the 6th, I had to change the email on the account and reset 2FA because I broke the phone on which the email was and also in the phone there was an e-sim QRcode which was only on this very email, I decided not to bother and just change the email through support

Thank you very much, IrynaH, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 IrynaH,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process?

Thank you in advance for your response!

Best Regards,

Kubo

Yes, updates have indeed appeared.

I was evicted from the apartment I rented, giving me 3 days to pack and find a new place to live. And all because I started insisting that I needed an electronic contract with a notary stamp.

The owner of the apartment was furious that I could not say this when I checked in... his son came and told me to vacate the apartment. I was forced to move to another apartment with daily rent, because now it is very very difficult to find an apartment due to the fact that I live in the city of Zaporozhye, which is very close to the front line and refugees from the region because of the occupation are all going to the city.

I also received an email from Stake with a verification link, I completed it but nothing changed.

and yes, I'm not kidding when I say that I was actually evicted because of this and I had to just quickly pack up all my things and move to the first daily rental apartment I came across. I can't even unpack my things because I'm looking for a new place to live because of their biased attitude.

I also asked a question to the person who invited me to this casino, he promised that he would solve any problem if there was one, but then he told me this.

What the hell is an abuser, I have made several bets in my life and none of those bets were winning.

And I believe this person because he has a fairly large audience and there is a separate connection even with Eddie

Dear IrynaH, 

We would like to inform you that you should have received an additional email containing the verification link once again, which needs to be completed as soon as possible. It is important to note that this procedure must be finalized within 7 days. Once we receive the verification results, we will promptly inform you of the next steps in your account verification process.

We appreciate your understanding and full cooperation in this matter.

Kind regards,

Dear Stake, I'm already on my way to get an ID card and I'm going to go through verification with it now. I also deregistered from my parents' apartment and will now register myself in another place, since I read on the Internet that in our country you can get a temporary registration for a small fee. How can I confirm my registration? If I make a new one today?

Today I passed this verification. Separately, by email.

Dear IrynaH,

Thank you for keeping us updated.

Dear Stake Casino,

Could you kindly confirm whether the player's verification has been successfully completed and if the withdrawal can now be processed?

Nothing has changed, I have been through verification (separately) for the 4th time using the link sent to my email because the casino told me that until the additional verification is completed using the link in their email, there is no point in uploading any documents to the Stake account. It has been 3 days since they have been able to verify whether I have successfully completed the additional verification.

Question for CasinoGuru, have you ever seen similar checks from Stake? Using an email? Have you had similar complaints in practice where people had to go through a check using some link from a letter from Stake? This is what it looks like

Dear IrynaH,

It seems the link directs you to the casino's website, specifically to the verification section where you can upload your documents. This is a standard procedure.

The link does not lead to the casino website) where did you get this from?

this is the site https://www.veriff.com/ the link leads to it. Also support confirms that they are waiting for data from this site and only after that I can continue verification. Can someone explain what the hell is going on?

How much longer do I have to wait?

Help me get my money back.

Dear IrynaH,

I'm sorry for the misunderstanding.

Veriff is an online identity verification service that many companies, including casinos, use to confirm the identity of their customers. It helps ensure that the person trying to access a service is who they claim to be, which helps prevent fraud and unauthorized access.

When you use Veriff, you'll be asked to provide documents like a government-issued ID, passport, or driver's license. You may also need to take a selfie or record a short video to verify your identity. Veriff securely processes and checks these details to confirm your identity before allowing you to proceed. This process is usually quick and is done to protect both you and the service provider.

Dear Stake Casino,

Could you please clarify the reason for the player's account being disabled? Additionally, could you specify which particular breach of the Terms of Service the player is currently being accused of, and provide any relevant details regarding the violation?

This is not money won, this is not bonuses. The balance contains the amount of my deposit, which they refuse to return to me.

Dear Kubo and IrynaH,

We regret to inform that the user was unable to pass the verification procedure. In line with our terms of service and necessary regulatory standards, it is critical that all KYC documentation submitted is accurate and truthful to ensure the integrity and security of our platform. Intentionally submitting incorrect or misleading documentation constitutes a significant violation of our terms of service and has resulted in the permanent restriction of your account. Please be aware that this decision is final and cannot be reversed.

We appreciate your understanding of the importance of compliance with our policies and the impact on maintaining a secure gaming community.

Kind regards,

Could you please clarify what information I sent that you said was "INCORRECT"?

The iPhone 15 pro max camera takes poor quality photos? Do you think I'm stupid?

Because of you I had to make an ID card and a different place of registration. I provided everything you asked for, any photos and videos with a piece of paper in my hands and without in any poses!

Dear Kubo! I don't want to leave this complaint just like that, I'll record you a video now with the documents in my hands, and you please tell me if they are readable, please give access to this video to Stake support as well.

Let them return my deposit. This is not a win or bonus money! The balance contains the amount of my deposit. And I can confirm the right to own the account! When they realized that it was really me, they began to make up a story about me providing incorrect data.

Dear Stake Casino,

Thank you for your response. However, I am concerned by the way this issue seems to be dismissed. Frankly, it’s unclear why the player would submit incorrect or misleading documents simply to withdraw her own deposited funds, especially since no winnings are involved.

I strongly urge you to look deeper into this situation and use this thread to better understand the process. The player has complied with all of your requests, so I encourage you to be more cooperative in resolving this matter.

Please provide evidence of the "incorrect or misleading" documents along with a thorough explanation of why the player’s account should remain blocked and why her own funds should be forfeited.

Thank you.

And also please rate the quality of the video. Do you mean the quality is bad? The documents are unreadable?

I will provide any video at the request of the steak, on which I can hold my documents and say what they ask in English.

Dear Kubo,

We have sent you an email with all the details regarding this case.

Kind regards,

Initially, in my verification of the first one, the registration address was indicated, where I lived with my parents, like all adults when they grow up they start living separately, I rented a house. When the question of verification of the first one arose, a bank statement and a rental agreement did not work as documents confirming the address, it dragged on for too long and I decided to go and exchange my old passport for an ID card and get a registration, having warned you about it in advance, I received an ID card and immediately through the state application "DIYA" I got a registration. Maybe this confused them?

I ask Stake Casino to send me another link 🔗 for verification by email. When I go through verification, my loved one will film the process from the side so that the quality of the photo and the process itself can be seen.

Dear Kubo, could you please ask Stake to send me another verification link so that everyone can be sure that the quality of the documents and their readability are perfect.

I ask for justice and ask for my deposit back if I am not allowed to play with it. I will pass any verification and will be able to provide everything that my state can give to confirm my identity.

At least a birth certificate!

Hello IrynaH,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

I apologize for the delay caused by my absence last week. I’m back now and ready to continue the resolution process for this complaint.

Dear IrynaH,

I wanted to update you that I’m in communication with the casino representative regarding your case. There are several concerns related to your verification process, including the presence of a third person in the verification video and discrepancies in the addresses across different KYC levels. However, I believe these issues can be addressed and defended if the casino is willing to collaborate toward a fair resolution.

I’m currently awaiting a response from the representative and will inform you of any updates as soon as I have them.

Thank you for your continued patience and cooperation.

Dear Kubo,

We have sent you an email with additional information as requested.

Kind regards,

Dear IrynaH,

After a thorough review of your case, including consultation with Stake Casino's representative, I regret to inform you that I have no choice but to reject your complaint as unjustified. Unfortunately, the casino has provided extensive evidence supporting their allegations of a serious breach of their Terms and Conditions.

Several red flags were raised regarding the creation of multiple accounts, prompting a detailed investigation into your activities. Initially, your case appeared to reflect a misunderstanding on the casino’s part, but after careful examination and review of the evidence, I must side with the casino.

There are instances where we can assist players who unintentionally create multiple accounts and face locked accounts or voided winnings. However, this is not such a case. The suspicious transactions between the accounts and other clear indicators suggest that the accounts were created intentionally, with the aim of exploiting the casino’s system.

If you believe your complaint is justified and that you have not violated the casino's Terms and Conditions, I recommend reaching out to the Curaçao Antillephone N.V. Licensing Authority. You can submit your complaint by providing a summary of the issue to their email: complaints@gaminglicences.com. The Gaming Authority has broader resources and tools to assist players in cases like yours.

For more detailed guidance on how to submit a complaint, you can visit: Casino Guru - Submitting Complaints to Regulators.

Please don't hesitate to contact me if you need assistance with submitting the complaint or if you receive a response from the regulator. You can email me directly at jakub.m@casino.guru.

I regret that I couldn't be of more help in this situation.

Best Regards,

Kubo