Stake Casino - Player's account was blocked.

Hey,

My account got wrongfully suspended for multiple accounts, and the accounts team at Stake told me to complete the KYC process and asked me for specific documents. After I tried to go through the KYC process by uploading my documents at one point they told me that I have "uploaded invalid documents too many times, thus you will not be able to verify." This was after only 1 document being wrongfully rejected for this reason. I even emailed the accounts team and tried to speak to support to tell them that I could verify the documents, and they could too if they contacted the issuer of said document. I know my documents are real, and I have never opened more than this one account. To be more specific I completed level 2 uploading selfie and ID, and then they rejected level 3 and for the reason that it was fake/invalid. I uploaded my electricity bill past 3 months, and the electricity company is Tata Power.

Now I'm in a situation where Stake support, and accounts team is telling me that I can't do anything further to get my account back and withdraw my funds, and they basically stole $3000 from me.

Thanks in advance for any help.

Dear Mahendra9904,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do I understand correctly that none of your documents have been verified?
• Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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,

Kristina

Hello, thanks for reply.

Yes it definitely could be that someone from my household has created an account, but even if that was the case I should be able to recover my account through the KYC process.

I mainly did sports betting while my account was active, but it wasn't for long before my account got suspended and later on completely disabled. After this support and Stake's accounts team have told me they can't do anything and don't care about my problem basically.

My account was already verified to level 2 but after they suspended my account I submitted level 3 documents and they rejected it, and also rejected level 2 which was previously verified. After that they changed the documents needed for verification and I provided the documents needed. Level 2 was selfie while holding ID, and that was done and verified. After that I uploaded my electricity bill for the past 3 months for Level 3 confirmation, and they rejected it immediately telling me that the documents were fake/invalid after only reviewing for less than 20 minutes. I don't understand how they came to that conclusion as they can simply contact the issuer of the document (the electricity company, which is one of the biggest in India), and ask them if the document is valid or not. Its confusing to me how they deem the document to be fake...

I simply want to be able to deposit the funds I deposited originally on the site, and this would only seem fair as one of the biggest and most trustworthy online casino's to do that. I feel mistreated, ignored and confused about the decision and the unwillingness to help an innocent and harmless person.

Thank you for looking into this, it means a lot. ❤

Thank you for your reply, Mahendra9904. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Okay well I didn't only focus sports betting, but it was the primary thing I was doing on the account.

If you can't help me then I would love to know of these websites that could help me with my issue.

Thanks.

I will send you the list of websites to your email address.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.