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

customer support non-existent and mostly they are unfair and incompetent. i sent mail saying i lost my phone with 2AF codes to access asl casino. they ask me for a lot of screenshots with the various transactions and I give them to them. over a year and a half of playing and after playing more than 100k they ask me to verify deposits from two wallets that I closed and I cannot find. I told him that most of the transactions made in bitcoin I can prove them but strangely they want those. I have a platinum account and I think they are interested in not letting me in by finding useless excuses. customers don't treat each other like this. Please can you help me? Thanks

Dear leoleo01,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Are there any funds being held by the casino, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi and thank you for your reply. I provided all the data they asked me but it's not enough. They asked me to send a copy of old transactions to verify that I am the owner and I did. There are no funds in my game account and they know it. I would simply like to log in to my account and deposit cryptocurrency to play but in order to do so they have to take away the 2AF because having lost my phone I lost the authenticator codes to access my account. But they're not interested in doing this.

Thank you, leoleo01, for the clarification. Are you sure you wish to continue playing in this casino if you're facing troubles reactivating your account? Please understand that casinos in general have the right to suspend or blocked completely players' accounts and we can't force them to change their decisions if all the winnings have been paid off. Please let me know how you'd wish to proceed.

I solved

, they reactivated my game account

Thank you very much for your help

best regards

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, leoleo01, 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