Stake Casino - Player's account permanently closed despite completed KYC verification.

Stake.com suddenly requested a new round of KYC verification, which I accepted and complied with fully. Despite submitting all required documents, including stamped payslips and bank statements for Level 4 verification multiple times, they decided to permanently close my account.

Now, they have stopped replying to my emails, and my wallet has been closed, preventing any withdrawals. I am at a loss for what to do next. I am a fair player who, unfortunately, had a significant amount of money in one casino account, and this situation is financially devastating for me. Is there anyone who can help me resolve this issue?

I am prepared to upload any necessary documents I have previously sent to Stake.com to demonstrate my full compliance and transparency.

I have notified them that I did forget to change my occupation before i re-sent my payslips. They did not seem to care about this, nor even reply to it, with anything more than that my account is permanently closed.

Dear Soffaspillern,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it 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

My account was created around 11.17.2022 Atleast thats my first deposit.

I have played mostly on sportsbook. But whatever ive played, its the KYC wich is the problem here, not my gaming activity.

I have never had en active bonus, ony recived VIP reloads.

I will forward the few responses ive recived, thanks.

Thank you very much, Soffaspillern, for providing all the necessary information. As you may be aware, our website Casino.Guru exclusively handles complaints regarding online casinos, excluding those related to sports betting. However, given that this issue appears to be solely related to KYC verification, we will make an effort to assist you.

I will now transfer your complaint to my colleague Jakub (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.  

Hello Soffaspillern,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Stake Casino’s representatives to join this discussion in order to resolve this issue.

Dear Stake Casino,

Could you please provide additional information regarding the closure of this player's account? According to the player's communication with the live chat agent, there were issues with the uploaded documents. Could you clarify specifically what was wrong with these documents?

Best Regards,

Jakub

Dear Sir, 

We regret to inform you that, following a comprehensive review of your account and the Know Your Customer (KYC) documentation you submitted, we have discovered that the information provided was not genuine.

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, 

Dear Stake Casino,

Thank you for sharing your statement. I would like to ask you to send any supporting evidence to my email address (jakub.m@casino.guru).

Dear Soffaspillern,

Could you please send the documents you submitted for the casino verification process to my email address above? This will enable us to thoroughly investigate the case and verify the documents against the casino's claims.

Thank you Kubo. And thank you Stake for comming here to sort this out.

I am still at a loss of what ive done wrong. I am who I say I am. I own the appartment ive been asked to verify, I also work where i say I work.

I do hope Stake soon will accept that this has been a mistake from their part. And at the very least, let me withdraw my balance.

I will gladly send in any documents they request, as long as the Norwegian government, my employer or my bank can provide them.

I have sent the documents for level 4 verification, as this is where they allegedly say im trying to deceit them, wich I do not understand.

Thank you Kubo. And thank you Stake for comming here to sort this out.

I must add: If the problem is my occupation/source of funds. I will happily update my lvl 1 verification. I im quite sure i did mention this while sending in my lvl 4 verification to the live chat support, that I did forget to update my occupation (From lvl 1 verification) as i did change jobs in february. I do hope this is not the case, and that this might sort it all out? I have no reason to "fake" my employer, nor that I have changed jobs. This is just a stupid mistake from my side.

Regards

Regards

Dear Kubo,

We have sent you an email containing all the information needed.

Kind regards,

I have also sent in all the requested documents by email to you Kobu.

Thanks to everyone for provided documents.

Dear Stake Casino,

I've sent an email with additional questions and am awaiting for your response.

Thank you in advance!

Dear Kubo,

We have replied to your email.

Kind regards,

Dear everyone,

Given the complexity of this case, I will need an additional time to conduct a thorough investigation.

Thank you for your understanding and patience.

Dear everyone,

After thoroughly reviewing the case and all the evidence provided by the casino, we have decided to reject this case. While the casino has chosen not to disclose the specific reasons for the account closure, I can only share that the documentation submitted by the player exhibits signs of inaccuracy and lack of integrity. Unfortunately, this case is too complex for us to resolve conclusively. Given the substantial evidence, we are compelled to uphold the casino's decision.

Dear Soffaspillern,

I'm truly sorry we couldn't be of more assistance in this matter. I understand that our decision may be neither satisfactory nor fully understandable to you. However, I recommend contacting the Curaçao Antillephone N.V. Gaming Authority, as the casino operates under a license issued by this authority. You can submit an official complaint by emailing complaints@gaminglicences.com. The Gaming Authority generally has more resources and tools to assist players with their issues.

Please let me know if you need help with submitting the complaint or if you would like to share how they responded. You can reach me at jakub.m@casino.guru.

Once again, I apologize for any inconvenience caused.

Best regards,

Kubo