Stake Casino - Player’s account is suspended and her winnings are delayed.

Dear Ilovemycitt,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you received any explanation from the casino as to why your documents were rejected? Have you uploaded your documents on time and in the correct format? Have you made sure that all four corners of your document are visible and that all the information is easily readable?

Do I understand correctly that the documents that have been rejected by the casino are your proof of address and source of funds?

When was the last time you tried uploading your documents for verification?

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

I understand that your current situation is very challenging, and I sincerely empathize with you. I will do my best to assist you.

Could you please forward the documents you submitted to the casino for verification, which were rejected? My email address is veronika.l@casino.guru. Thank you for your cooperation.

Could you please advise if you used any VPN or IP-masking software to access your casino account?

Also, please forward me your ID at veronika.l@casino.guru. Thank you for your cooperation.

Thank you very much, Ilovemycitt, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Hello Ilovemycitt,

I am so sorry to hear your account has not yet been verified. 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 state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear Ilovemycitt,

It's important to note that you will receive, if you haven't already, an email containing a verification link. This time, the verification process will need to be completed using your international passport. Please we kindly request that you complete the procedure as soon as possible. Once we receive the result, the recovery team will update you on the next steps in proving ownership of your account.

We understand that this situation may be frustrating, but please know that these measures are in place to maintain the integrity of the account and to ensure the highest level of security on our platform.

We appreciate your understanding and continued cooperation.

Kind regards,

Dear Stake Casino,

Could you let us know what will be the next step regarding the player's verification?

I'll be awaiting your reply.

Dear Ilovemycitt,

The Recovery team is actively investigating your case and has been made aware of the situation. They will reach out to you.

We appreciate your understanding and continued cooperation.

Kind regards,

Dear Stefan,

We have sent an email to you regarding this case.

Kind regards,

Dear Stefan,

As stated in our most recent message, we have already sent you an email concerning this case and are currently awaiting your response.

Kind regards,

Hello Ilovemycitt,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Stake Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

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

Kind regards,

Hello Ilovemycitt,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Ilovemycitt,

The casino decided to close your account as it is in their right with an obligation to pay you the funds.

Your understanding is much appreciated.

Dear Stake Casino,

Thank you for your email.

Could you let us know when the player will be able to withdraw their funds?

I'll be awaiting your reply.

Dear Stefan and Ilovemycitt,

We would like to inform you that the user should have access to their account and be able to withdraw their funds.

Kind regards, 

Hello Ilovemycitt,

Could you follow the casino's instructions and withdraw the funds from your account? Please let me know once you do so.

I'll be awaiting your reply.

Dear Stefan and Ilovemycitt, 

As previously mentioned, the rightful account holder is able to access the account and proceed with the withdrawal. It’s important to note that we cannot perform this action on behalf of the player, as withdrawals must be initiated directly by the user.

We appreciate your understanding. 

Kind regards,

Hello Ilovemycitt,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint moving forward.

Dear Ilovemycitt,

In order to continue with the investigation, I kindly ask that you provide a selfie video where you are holding your ID document along with a piece of paper displaying the current date and the words "Casino Guru". Once the video is ready, please send it to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Ilovemycitt,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo