Stake Casino - Player's account is restricted.

Hello Team,

My account is blocked from last few days . I am not able to withdraw or deposit or play any bets.

It says ‘withdrawal only mode ‘ and I’m not getting a proper response after communication with support team.

They had first asked me to verify Level 2 and further. Level 2 has been verified and completed but for Level 3 & 4 they are just rejecting the verification and it’s not being reviewed.

The rules says that level 3 and 4 can be reviewed side by side, but once level 2 has been verified they can unblocked my account. But still my account is blocked eve after level 2 is verified.

I’ve reached out to them a lot through email but still no proper response from their side.

Please look into the matter and help me.

Thank you.

Dear Sangeetajain123, 

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.

Do I understand correctly that the casino rejected the documents you uploaded as your proof of address and source of funds?

Have you submitted these documents on time and in the correct format?

Have you received any explanation from the casino as to why your documents were rejected?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for looking into the matter.

yes, the documents for proof of address and source of fund has been rejected.

For proof of address: I had provided them the last 3 months electricity bill along with the proof of payment (payment is done by someone else but the bill is in my name with same address)

For source of funds: I had provided them the last 3 months of bank statement, they has asked me provide the bank statement along with salary slip. But I don’t do job somewhere, I’m a housewife and my source of income is from stock market and my savings.

They had reject both the level several times and by not explaining the proper reason.

Please let them know atleast to unfreeze my account as level 2 has been verified.

Thank you,

Hi Veronika,

It’s a request if they could at least unfreeze my stake account as the level 2 verification is done.

I took a selfie with holding user id written on paper along with ID card. This should give them confidence about right owner.

For delay in Level 3 and Level 4, please find my comments above.

Hope to get the reply from you soon.

Thank you,

Sangeeta

Please forward me the documents the casino rejected during your verification process at veronika.l@casino.guru. Please also send me all the communication between you and the casino that could be relevant to the investigation of your complaint. Thank you for your cooperation.

I’ve emailed you the necessary documents and communication with Stake support team along with my comments for level 3 and level 4.

Hello,

My level 3 & 4 have been rejected again. Please ask the stake executive for the alternative option. I already mentioned that for Level 3, I had not paid the bill amount and for Level 4, I don’t have any salary slip.

Also for many of them, they had unblocked the account after level 2 but for me, I have not played a single game but still they had blocked my money.

Please look in to the matter and help me

Have you received any explanation from the casino as to why your electric bill was rejected?

Regarding the source of funds, if you do not have a salary slip, but do have stock market income, would you be able to send some statements to the casino from your stock market income?

For electricity bill, I’ve not paid the bill but the bill is in my name and address. I can provide the stock market statement if needed.

Ni explanation from their side, so it’s a request if you could call and execute and help me in this situation.

For Level 4, I can provide the stock market current statement but please ask them for Level 3.

I’ve provided you the electricity bill as well.

I’ve received this email from stranger justifying themselves as stake support, I don’t this as they have wrong email. Please connect with stake support and help me to solve the problem or else I might receive such emails from strangers.

Please keep the attachment private.

Hey,

Please suggest something, these guys are going on rejecting my level 3 and level 4 documents.

It’s more than a scam, I haven’t played a single bet and they had banned all my money. These guys are just looting people around.

Give me the money which I deposited or give me my account.

Could you please forward me the documents you most recently sent to the casino for your level 3 and 4 verifications that were rejected? You can send them to me at veronika.l@casino.guru.

Also, thank you for sharing the information about the fraudster pretending to be a casino representative. That person is definitely not associated with Stake Casino in any way. We've received several reports from players about similar scammers trying to steal personal information and money. It's best to stay cautious and never share your personal data with suspicious email addresses or individuals.

Hey - I’ve already shared the documents. I’ll forward it to you again.

So basically, for Level 3 - it’s electricity bill and payment receipt (payment is done by someone else)

for Level 4 - it’s my bank account statement, as I’m not a salaried person. ( I don’t have the salary slip)

Also could you please pull someone from stake support team about the rejection of documents and maybe they can look at my concern as well.

Please look into the matter ASAP as it’s been already half a month.

You don't have to send me the same documents again. I suggested you submit a statement from the stock market since this is the main income you claim to have. It's useless to send the casino the same documents over and over again if they had been previously rejected for not meeting the necessary requirements.

Ma’am what about level 3? they are not accepting my electricity bill.

for level 4, they are going to requesting the bank statement + salary slip.

Why don’t you guys call them and ask for other documents and valid reason for rejection?

They first accept the documents for level 3, once that is verified then only they will move to level 4.

So maybe you could help me with the Level 3 documents.

Thank you very much, Sangeetajain123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Sangeetajain123,

I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Veronica mentioned there's no need to resend the same documents to us. I recommended that you provide a statement from the stock market, as this seems to be the primary source of income you assert. Continuously sending the same documents to the casino is unproductive, especially since they have already been rejected for not fulfilling the required criteria.

We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

Could you please advise what alternative documents the player can submit for the verification process, as their electricity bill appears to be unacceptable?

Dear Michal and Sangeetajain123,

We regret to inform that the user Sangeetajain123 was unable to pass the verification procedure. In line with our terms of service and necessary regulatory standards, this has resulted in the permanent restriction of the 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,

Dear Sangeetajain123,

While we would genuinely like to assist you, unfortunately, without the required documents for the verification process, there is nothing further we can do. The casino is obligated to request these documents, and it is the player’s sole responsibility to provide them. Without this, the verification cannot be completed.

Due to your inability to supply the necessary documents, we must agree with the casino's decision and will not be able to pursue your case further.

We regret that we cannot be of more help in this instance, but please feel free to reach out to us again should you encounter any other issues with this or another casino. We will do our best to assist.

Best regards,

Michal

Casino Guru