The player from Romania had been allowed to deposit over 10k USD and gamble on Stake Casino before their KYC verification was completed. The casino had informed them that their account was considered as a duplicate, and therefore was suspended after the KYC review had endured for a week. The player had questioned why the casino hadn't blocked the account before they wagered 50k, claiming that they had sent the KYC documents before making any deposits. However, we had clarified that a casino could close a player's account if there was no balance without any reason or explanation given. Due to these circumstances, the complaint had been rejected.
Stake Casino - Player's account suspended due to KYC issues.
Amount: 50,000 lei
Stake Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Opened a stake account a week ago. Submitted all the kyc required documents. Kyc was stuck in reviewing for a week until now when I asked them what was going on with the kyc. Meanwhile they let me deposit over 10k usd and gamble only a week later to tell me that kyc was not accepted and my account is suspended because of a duplicate.
Why did they let me deposit over 10000 dollars and wager over 40k in a week they refused my kyc only to block my account afterwards?this is absolutely insane
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8 months ago
Hello Yorkduke,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Are you aware of having multiple accounts or does anybody else from your household owns an account at Stake Casino?
Do you have any remaining balance on your casino account?
Looking forward to your answer.
Regards,
Nick
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8 months ago
I've been waiting for a week. Today,a week later after I submitted the kyc for alll 4 levels I asked them what's the holdup with the kyc process. It's all in the screenshots. Question is why let me deposit and wager so much money if you're going to close my account anyway?
Yes I'm aware of that but I'm new to the site. Never had a duplicate account..
I don't have any balance but I do have a monthly bonus coming up
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8 months ago
Hello Yorkduke,
The casino may block your account during the verification process. But unfortunately, even if they do not reopen it, they can do it if you do not have any remaining balance there.
Please keep in mind that any casino can close the player's account if there is no balance without any reason or explanation given.
Is there anything else we could assist you with?
