Stake Casino - Player’s struggling to complete account verification.

 

 

 

 

 

 

Conversation with Stake support team

Started on June 28, 2022 at 12:09 AM Belgrade time CEST (GMT+0200)

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12:09 AM | 666666billy: [Image "D7A16695-B4E0-4CA9-AA7A-A93D143D490C.png?expires=1656373441&signature=c610849d4e0549001015ffa100d2980fe5b288d6d35ac199544079179f3c52c7"]

12:09 AM | 666666billy: Hey how come Still 97

12:09 AM | 666666billy: Still 97%

12:10 AM | 666666billy: I think I already over

12:12 AM | Operator: Stake support team typically replies in a few minutes.

12:12 AM | Operator: In the meantime, these articles might help:

12:12 AM | Operator: [Article: "How to calculate your VIP progress?"] 

 [Article: "How to find your transaction hash."] 

 [Article: "Acceptable documents for proof of address"] 

More in the Help Center (https://help.stake.com?conversation_id=77982702893856&utm_content=suggestions-fallback&utm_source=operator)

12:16 AM | Veljko from Stake support team: Hello there! 

 

 Thank you for reaching out to us! 

 

 You are at 97.65% on your way to bronze level. 

 

 But, you account has been excluded due to some irregularities found with it. 

 

 You need level 4 KYC to remove your exclusion. 

 

 I can assist you with this,

12:19 AM | 666666billy: oh

12:19 AM | 666666billy: man \

12:20 AM | 666666billy: what happen

12:20 AM | 666666billy: so what happen sir

12:21 AM | 666666billy: i lost alot

12:22 AM | Veljko from Stake support team: I can assist you with KYC verification.

12:22 AM | 666666billy: what you need i vercation

12:22 AM | 666666billy: so

12:22 AM | 666666billy: it is like

12:23 AM | 666666billy: too much

12:23 AM | 666666billy: i lost on my money for real

12:24 AM | 666666billy: so i need to complan for sure

12:30 AM | 666666billy: so sorry i feels i get scam

12:30 AM | Veljko from Stake support team: For level 3 KYC you need to upload some valid document as a proof of address. For example, a photo of some utility bill (water, gas or electricity), and it has to be in your name. Screenshots and scans are not acceptable. You can read more about it in the following article: 

 [App: Article Inserter] 

 For level 4 KYC you need to upload some valid document as a proof of funds. If you want to know which documents are acceptable, please check this article: 

 [App: Article Inserter]

12:31 AM | 666666billy: why you lookning for leavel 4

12:31 AM | 666666billy: oky

12:32 AM | 666666billy: so i going complan

12:32 AM | Veljko from Stake support team: This is requested by our KYC team.

12:32 AM | 666666billy: you let me feels you are looking problem on me

12:32 AM | 666666billy: so

12:33 AM | 666666billy: just dont want to pay ,my upidate

12:33 AM | 666666billy: let me know

12:33 AM | 666666billy: iam the player who lost money

12:33 AM | 666666billy: end story like this

12:33 AM | 666666billy: okyu

12:33 AM | 666666billy: it is scam

12:34 AM | 666666billy: i am not injet any more

12:34 AM | 666666billy: this is scam

12:34 AM | 666666billy: we tlak on askgamber on site

12:35 AM | 666666billy: it is too much you guys are play around me

12:35 AM | 666666billy: it it alrady i get set up on game

12:35 AM | 666666billy: ones next leael

12:35 AM | 666666billy: you are find out problrm

12:35 AM | 666666billy: oky

12:36 AM | 666666billy: so

12:36 AM | Veljko from Stake support team: I am sorry, but I cannot do anything about it. 

 

 They request it .

12:36 AM | 666666billy: so i will compaln

12:36 AM | 666666billy: you see how much i am lost '

12:36 AM | 666666billy: it is the way eddie to his online casino

12:37 AM | 666666billy: so sorry sir

12:37 AM | 666666billy: i cant talk good here any more

12:37 AM | 666666billy: ok it is scam

12:37 AM | Veljko from Stake support team: I would like to help you, but I can only assist you with the verification process.

12:38 AM | 666666billy: not process

12:38 AM | 666666billy: i cant go p4

12:38 AM | 666666billy: ?

12:38 AM | 666666billy: areyou sure ?

12:38 AM | 666666billy: ok

12:38 AM | 666666billy: is it scam

12:39 AM | 666666billy: ok

12:39 AM | 666666billy: thx

12:39 AM | 666666billy: do you jobs .. but i have to compaln

12:39 AM | 666666billy: coz you have telll me before i am in put and lost here

12:40 AM | 666666billy: not took over on mu last change

12:40 AM | Veljko from Stake support team: If you do not have anything to hide, you should be able to verify your account.

Dear billy66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise the disputed amount?

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

Dear billy66,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

thxx case close . everything work until now

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, billy66, for your confirmation, and please don’t 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,

Petronela

Casino.Guru