Stake Casino - Player's verification documents are constantly rejected.

Hello. I made a deposit on this website. I didn't even place any bets or play any games. They requested verification. I've sent them more than 10 documents. They reject all of them. They have conditions stating that any document can be used. I can't verify my address. I sent them my bank statements. They decided that those aren't suitable. They're asking for a utility bill or some other document. I explained to them that I live in Ukraine, with my parents. All the bills come in their name and they're the ones paying for everything. I don't even get other documents in my name. They're just scammers, arbitrarily accepting or rejecting documents. I just want to get my deposit back and have nothing else to do with these fraudsters. Please help.

Dear aominerec47,

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 your address seems to be the only obstacle standing between you and your winnings?
• Could you please forward any relevant communication to petronela.k@casino.guru?

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

I don’t refuse to go through KYC. They write one of the documents. The only thing I have from all this is a bank statement. I send it to them. If I just don’t have another document, then what should I do? Go buy an apartment for yourself so that the bill for Send them to Komunlaka? Do I understand correctly?

The address has already been accepted. Now they are asking for a certificate of income. I have no income. I quit my job in August 2023. Why do I have to work to have the opportunity to play in a casino? What nonsense?

Hi aominerec47,

Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.

Thank you.

Dear aominerec47,

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

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.