Stake Casino - Player's KYC documents rejected and withdrawal blocked.

Hey there, I'm in need of assistance in getting my stake.com withdrawals back.

I received an email from stake a few days ago telling me that my account had been suspended and that I needed to complete four level KYC. I have already completed level one when I created my account, but now after submitting all my documents, they are being rejected, and I have not received a reply from account@stake.

When I ask why my account has been suspended, they either ignore me or tell me to complete my KYC.

I am willing to submit again, but I keep getting rejected. 

My withdrawals are blocked by stake, I don't know what they're trying to accomplish from this.

Dear lanwinlipson,

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

*Account open - Oct 13, 2023

*I've played casino games such as dice for fun, but I haven't won anything. My main activity is sports betting, and I've won a few times.

*I haven't used any bonuses

Hi, I just sent you my conversation with stake staff

Reply from Stake.

Hello,

Unfortunately, the documents you sent were able to be verified.

Our KYC Team has provided feedback on how to complete your KYC verification on the KYC section of your account.

Regards,

Any update on this?

Thank you very much, lanwinlipson, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you Petronela!

Hello Natalia, any good news?  

Hi lanwinlipson,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Stake Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify if you have received all the required documents for the Level 3 and 4 verification in the right format? If they were rejected, what was the reason?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hey Natalia, I have just sent all my conversation with stake staff

Any update on this?

Hi lanwinlipson, we are waiting for a response from the casino at the moment. As you can see, it hasn't replied yet, however, as soon as it does - you will be notified by email and will see it here in the complaint thread.

Ok, Thanks!

Dear, Sir.

We deeply regret any inconvenience you may have encountered during the verification process. We understand and acknowledge your frustration and concerns regarding the necessary documentation.

Please be assured that our primary goal is to uphold a secure and compliant environment for all our players. After consulting with the relevant team, we have clarified the specific requirements to facilitate the progress of your verification process.

For Level 3, we kindly request you to submit a utility bill and proof of payment for the last three months. For Level 4, it is essential to provide both a payslip and a bank statement covering the last three months. It's crucial that the salary indicated on the payslips is verifiable on the corresponding bank statement.

Once you have gathered and uploaded these documents as per the specified requirements, we will promptly forward them to the team for expedited review of your account.

Your prompt attention to this matter is greatly appreciated.

Kind regards,

Thank you for the reply, Stake Casino.

Dear lanwinlipson, can you please specify if you already had a chance to provide the casino with the documents in the exact same formats as required? Do you have any missing documents that you are unable to provide upon the request?

Yes, I have provided utility bills, but they are under my parents' name, not mine. They keep rejecting them and making things more complicated for me. The only thing I want to withdraw is my money. I have already provided my government ID and driving license to prove I own the account and have been verified to level 2.

I'm really unhappy with the way their KYC team treating me. They don't have a second option, and this wasn't the case when I deposited my money.

Dear lanwinlipson, all the documents you provide for the verification should be issued in your own name. I believe that's the reason the utility bills were not accepted if you say that they were issued in your parents' names. However, there are other ways to verify the address. On the website of the casino, I've found the following examples (https://help.stake.com/en/articles/5328375-acceptable-documents-for-proof-of-address):

• Utility bill ( electricity, water, gas or rent bill )
• Bank or credit card statement (in some cases bank statement cannot be used)
• Council tax, municipality bill or government tax letter
• An official letter from your employer or educational institution confirming your address stamped and signed
• Tenancy agreement
• Bank reference letter - A bank reference letter should be just an informative letter with some of your and bank information.

What about the level 4 verification? Can you please specify if I understood it correctly from the email communication that you're not employed thus you do not receive payslips?

Dear Stake Casino, as you can see, we have a situation where the player lives with his parents therefore he cannot provide you with the utility bills issued solely in his own name. Would you accept other documents listed on your website as examples of proof of address?

Hi Natalia,

Yes, I have seen the example and submitted my credit card statements for level 3 verification, but the KYC team asked for a utility bill instead. I contacted stake accounts, but they were helpless, telling me they can only listen to the KYC team.

In my above comment, I didn't mention level 4 as the account team told me they can verify level 4 only after completing level 3 and yes, I'm self-employed, not salaried, and I'm a musician and a YouTuber. As part of level 4, I provided my AdSense wire transfer, foreign inward transaction from YouTube/Google AdSense to my bank, and bank statement for last 3 months as requested by the KYC team, but was rejected because I did not complete my level 3 verification.

My question is, why didn't they ask for all these when I deposited my money?

If this was the case, I wouldn't have deposited in the first place!

Thank you for this detailed clarification, lanwinlipson! I hope that the casino will take into account your situation, which explains why you have no utility bills issued in your name, and will consider verifying other types of documents for Level 3, for example, a credit card statement as you mentioned. So we'll be awaiting their reply.

Any update stake casino? Are you going to give my money back any time soon?

Dear Sir.

Once again, we extend our sincere apologies for any inconveniences you may have encountered during the verification process. We understand your frustration and concerns regarding the documentation requirements.

We are reaching out to inform that the verification level 3 and 4 were rejected 5 days ago and no documents have been uploaded since. After verifying with the relevant team, it appears that the acceptable documents have not been uploaded correctly, which has resulted in the delay of your account verification.

In alternative from the documents prior mentioned, you are able to upload a tax report as well as the proof of the payment for this tax. Once these documents are uploaded correctly in accordance with the requested criteria, we will promptly forward your account for priority review.

Should you have any additional concerns or inquiries, please do not hesitate to contact us. Our team is dedicated to assisting you at every stage of the process, and we genuinely appreciate your cooperation thus far.

Kind regards,

It doesn't make sense to submit the same documents if they are getting rejected. I have already informed your accounts team about my tax reports, as I am not required to pay taxes in my country. Why can't your KYC Team accept my credit card statements as mentioned on your own website? Can you verify if I provide a bank reference letter?

Citing your own website here:

Utility bill ( electricity, water, gas or rent bill )

Bank or credit card statement (in some cases bank statement cannot be used)

Council tax, municipality bill or government tax letter

An official letter from your employer or educational institution confirming your address stamped and signed

Tenancy agreement

Bank reference letter - A bank reference letter should be just an informative letter with some of your and bank information.

Stake Casino, I have resubmitted my credit card statements, please verify them.

Hi Casino Guru, I have submitted my CC statements, but they have not yet been reviewed by Stake's KYC team. Can you please respond

Dear Stake Casino, could you please specify, by mentioning the wrong format, do you mean that the Credit Card statement is not suitable at all or if the format of the statement provided by the player didn't meet the requirements (wrong file format, cropped document, any information missing)?

Dear lanwinlipson, my apologies for the late reply. Can you please send the credit card statement to my email address at natalia.b@casino.guru as well? Will you be able to provide an alternative document specified by the casino in its reply? Sometimes it happens that certain documents are not enough therefore casinos have a right to request some alternative options to proceed with verification.

Hi Natalia,

I have just sent my CC statement to your email.

Is bank reference letter possible? It states on their website for level 3 verification.

I downloaded my credit card statement PDF directly from my bank's website. Nothing is altered or edited.

Btw, they still rejected my CC statement.

Stake Casino, My account has been suspended for about a month now, are you going to resolve this issue anytime soon or are you just waiting for me to give up so that you can take my money?

Dear Sir.

Once again, we extend our sincere apologies for any inconvenience you may have encountered throughout the course of the verification process. We wish to underscore our unwavering commitment to maintaining a secure and compliant environment for all our players. The multi-step verification procedure is designed to preserve the integrity of our platform, and we acknowledge your frustrations and concerns regarding the documentation requirements.

After verifying with the relevant team, it appears that, once again, the acceptable documents have not been uploaded correctly, which has resulted in the delay of your account verification. Please, we would like to inform, once more, that Bank statement or credit card containing the monthly transactions (in some cases bank statement will not be accepted), as per describe in the article (acceptable proof of address) mentioned in your last assistance. Furthermore, keep in mind that all the documents need to be under your name and photographed. Unfortunately, screenshot are not acceptable.

Allow us to reiterate the specified requirements for the requisite documents: For Level 3, we kindly request the submission of a utility bill and proof of payment for the last three months. For Level 4, it is indispensable to provide both a payslip and a bank statement covering the preceding three months. It is of utmost importance that the salary indicated on the payslips is verifiable on the corresponding bank statement.

Upon compiling and uploading the aforementioned documents in accordance with the stipulated requirements, we will expeditiously forward them to the team for a thorough review of your account. Your prompt attention to this matter is greatly appreciated.

Kind regards,

Hi Natalia, I submitted my electricity bill as requested by their KYC team. Now their KYC team has rejected it and asked me to send them a tax letter. What's going on, Stake Casino?

I have a copy of their agent's chat log.

Conversation with Stake.com

Started on December 14, 2023 at 09:19 PM Belgrade time CET (GMT+0100)

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09:19 PM | lanwinlipson: Hi there I have resubmitted my utility bill

09:19 PM | lanwinlipson: Please ask your KYC Team to review them

09:19 PM | IvonaG from Stake.com: Hello there. 

 Thank you for reaching out. 

 Allow me some time to check it up, please.😊

09:20 PM | lanwinlipson: OK thanks

09:25 PM | IvonaG from Stake.com: Your case is forwarded to our team in charge. 

 Please check up on your verification page and you should receive an update in the next few days. 

 If there is anything else we can assist you with, feel free to let us know.

09:29 PM | lanwinlipson: it is rejected

09:29 PM | lanwinlipson: please help

09:31 PM | lanwinlipson: any updates from KYC

09:31 PM | IvonaG from Stake.com: Kindly be patient and wait for an update from our team in charge.

09:34 PM | lanwinlipson: I'm waiting for a month now

09:34 PM | lanwinlipson: to verify my account

09:34 PM | lanwinlipson: after i finally got my utility bill still got rejected

09:34 PM | lanwinlipson: I have submitted multiple times

09:34 PM | lanwinlipson: my credit card statements

09:35 PM | lanwinlipson: but they asked for utility instead

09:38 PM | lanwinlipson: Whats new?

09:38 PM | IvonaG from Stake.com: We got an update from our team in charge. 

 You need to send a tax letter ( report ) signed, stamped, and photographed for level 3 KYC verification.

09:39 PM | lanwinlipson: I have already told them I dont fall under tax

09:39 PM | lanwinlipson: in my country

09:39 PM | lanwinlipson: I have messaged them before

09:39 PM | lanwinlipson: I have coomplained this on casino guru

09:39 PM | lanwinlipson: this was the message from stake representative

09:39 PM | lanwinlipson: Dear Sir. 

 Once again, we extend our sincere apologies for any inconvenience you may have encountered throughout the course of the verification process. We wish to underscore our unwavering commitment to maintaining a secure and compliant environment for all our players. The multi-step verification procedure is designed to preserve the integrity of our platform, and we acknowledge your frustrations and concerns regarding the documentation requirements. 

 After verifying with the relevant team, it appears that, once again, the acceptable documents have not been uploaded correctly, which has resulted in the delay of your account verification. Please, we would like to inform, once more, that Bank statement or credit card containing the monthly transactions (in some cases bank statement will not be accepted), as per describe in the article (acceptable proof of address) mentioned in your last assistance. Furthermore, keep in mind that all the documents need to be under your name and photographed. Unfortunately, screenshot are not acceptable. 

 Allow us to reiterate the specified requirements for the requisite documents: For Level 3, we kindly request the submission of a utility bill and proof of payment for the last three months. For Level 4, it is indispensable to provide both a payslip and a bank statement covering the preceding three months. It is of utmost importance that the salary indicated on the payslips is verifiable on the corresponding bank statement. 

 Upon compiling and uploading the aforementioned documents in accordance with the stipulated requirements, we will expeditiously forward them to the team for a thorough review of your account. Your prompt attention to this matter is greatly appreciated. 

 Kind regards,

09:40 PM | lanwinlipson: From Stake

09:41 PM | lanwinlipson: I don't understand why they keep changing the documents

09:41 PM | lanwinlipson: making it difficult to verify my account

09:41 PM | lanwinlipson: My withdrawals are on hold due to KYC

09:43 PM | IvonaG from Stake.com: Please, read my previous message. 

 This is the latest update from our team in charge and you need to send a tax letter( report) signed, stamped, and photographed for level 3 KYC verification. 

 Unfortunately, that is the only way for you to continue to use our website. 

 If there is anything else we can assist you with, feel free to let us know.

09:43 PM | lanwinlipson: Now you don't need my utility bill?

09:44 PM | IvonaG from Stake.com: Kindly send us the documents mentioned in the last message.

09:45 PM | lanwinlipson: What the heck?

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Exported from Stake.com on December 14, 2023 at 09:45 PM Belgrade time CET (GMT+0100)

Hi Casino Guru, I feel like stake is intentionally stalling my verification since they rejected my utility bill also and changed the documents. I couldn't submit my bill because it took 2 months for my electricity bill to arrive, and then they asked for a tax letter after submission. Why do they keep changing this? It seems very fishy to me.

Natalia, can you please respond?

Hi Natalia,

Finally, my account got verified for all 4 levels, but My account is still suspended and withdrawals are blocked. Could you please get this sorted out with stake accounts team?

I'm sorry for the late response, lanwinlipson. That's good to hear that you have all your documents verified now.

I'd like to ask Stake Casino to specify why the player's account is suspended although all 4 Levels of KYC are completed. When can the player expect full access to their account so that they can submit a withdrawal request?

Hey Natalia, good news, finally my account restriction has been lifted, but I don't know if it is safe to continue playing at stake since they restricted my withdrawals for a month. Can you please ask Stake Casino to specify they suspended my account in the first place?

Dear Sir,

We are pleased that your account has been successfully verified, and the suspension has been lifted.

You are welcome to continue playing on our platform, and we assure you that our foremost objective is to maintain a secure and compliant environment for all our players.

We acknowledge your concern regarding the month-long suspension of your account. However, we wish to underscore our unwavering commitment to maintaining a secure and compliant environment for all our players.

Thank you for your understanding and continued trust in our services.

Best regards,

Thank you for your explanation, Stake Casino.

Dear lanwinlipson, I'm glad to hear that you now have full access to your account and based on the casino's reply you can play with no restrictions. Are you able to submit withdrawal requests? Can we consider your complaint resolved as for now?

Please, let us know so that we can update the status of your complaint.

Everything is normal except that every time I place a bet, it says the maximum amount has been exceeded, even though it is too low. I contacted their accounts team, but they told me they cannot change the maximum stake since it is determined by the odds maker.

Dear lanwinlipson,

The limits on max bet can indeed be implemented by the software, this is a normal practice.

Anyway, I'm glad to hear that your initial issue has been resolved successfully, so 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

Casino.Guru