Stake Casino - Player's account was blocked.

Hello ! i played in stake.bet casino ! i have in my account 1192USDT which were wins from casino! then i played a live sports football match which i won it ! After won my bet i see in my account this

Withdraw Only mode

Your account has been placed in withdraw only mode. Please contact support for more details.

i Try to do withdraw but when i put mail verification i saw a message that says that i cannot do withdraw and i must contact with support !

Live chat support told me to send mail at accounts@stake.com but i dont have any answer yet !

Dear navagos93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• When did you contact casino support via email because of this issue?
• Did you achieve your current balance with an active bonus or a promotion? 

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

Best regards,

Tomas

Hello and thank you for your answer!!

I was playing for a little time two three days !

I have not any offer in my account ! i won 1190 and i played a bet and i won !

After that my account blocked and i cannot do withdraw ! stake answer to me for documents ! i sent all documents but they dont verified my document without reason and dont reply to me !!!

Before we contact the casino, could you please send me the relevant communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

I'll await your reply.

I sent you mail

Thanks for your email.

However please understand I asked for emails you exchanged with the casino. Please send me emails the casino sent you where they asked for the documents, so we can have a clear picture of what they asked of you and when. Please send it to tomas@casino.guru

I'll await your reply.

i sent you

Thank you very much, navagos93, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi navagos93,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what's wrong with the player's documents? As I understood correctly, you rejected the documents for KYC Level 3 and 4 (proof of address and source of funds), can you please explain to us why there were not meeting the requirements?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We have attended to send through an email on this matter.

Best,

Stake

Dear Stake Casino, thank you for the reply and your email.

Dear navagos93, according to the casino, you haven't provided the document that confirms your income. Could you please specify if you're able to provide the casino with a payslip if you're employed? Please, keep in mind, that providing a source of income is a necessary part of verification so it's important that you submit it.

Regards,

Natalia

Hello !! it is not true !! i have provided my tax clearance which is official document from Greek goverment !!

I upload again in this forum to see it !!

Also i sent in stake from my bank allowance which I receive every month from Greek goverment!!

Also i sent it and payslip from my work !! payslip

month

Dear navagos93, thank you for the attachments. Could you please specify, this document says the tax year was 2021, and at the bottom of the document it is written "date of issue 27.06.2022"? It seems to me that this document is not really up-to-date.

Hello again !! this document say date of issue 27.06.2022" means that at this day i download from the personal account of my tax account ! and the say the tax year 2021 because every year in Greece do tax declaration for the past year ! Also i upload at Stake and my payslip from my boss.

also all time the stake now tell me this ! Your verification requires attentionYou should uprovide us with payslip and banks statement for the last 3months.

when upload payslip for one month now say for last 3 months !! all time stake.com ask for others documents!! it seems that stake dont want to verify my account ! I cannot understand why happen this !

Dear navagos93, thanks for the updates. I'm sorry to hear that you haven't been provided with the whole list of required documents. Based on the experience from some other complaints, Stake Casino asks for payslips for the last 3 months, indeed.

Are you able to provide the casino with the payslips for March and April as well or you don't have such documents in your possession?

Regards,

Natalia

Of course! just i upload at stake payslip for three months iwth bank statements and

mobile phone bill for three months and the payments which told me !!! lets see

It is not normal ! again i upload the documents which told me stake and stake does not accept again !! i cannot understand !!! i sent all documents which asked me and stake dont accept again and again !!

stake can confirm that asked me for 3 months payslim and statement as well ! i sent it and dont accept again !! i think that stake dont want to send me my money !

Lets say here what documents he want and i can upload here to check all of us that stake does not want to accept my documents and does not want to send my money

Dear navagos93, thank you for the updates, I'm sorry that the casino keeps rejecting your documents.

Dear Stake Casino, could you please specify if you have received the payslips provided by the player and the reason to reject them? Have you detected something wrong with the documents?

Regards,

Natalia

Hello again ! i speak with stake support in live chat ! he told me that " For level 4 verification, you may provide a payslip from your employer, stamped and signed along with a bank statement which would display that salary."

i sent it ! however again i see a message that says Your verification requires attentionPlease send payslip and bank statement for the last three months, for level 4 ! For level 3 which is proof of address told me to send bill for three months ! i sent it and after told me that they dont want mobile phone,home phone or tv bill. I sent electricity bill. now told me to send for three months ! i canno understan whats wrong with this site ! i sent you the documents which i upload to see it in this mail natalia.b@casino.guru .

Hello casino guru again ! Stake.com accepted my documents but still i cannot do withdrawals

! i see again this message ! i cannot understand what stake doing now

Dear navagos93, thank you for the new information. Have you already contacted the casino via the provided email?

i sent mail yesterday in stake ( accounts@stake.com) but still dont reply me

Dear Casino Guru,

We confirm the relevant team has reviewed the User's documents and accepted same.

The User should now be able to access their account.

Best,

Dear Stake Casino, thank you for the updates.

Dear navagos93, could you please confirm that your account is fully verified now so you are able to make withdrawal requests?

Yes my account now is fully verified !

Thank you casino guru for your help

Dear navagos93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia