Stake Casino - Player’s withdrawal delayed due to KYC process.

Hello,

I have deposited $7.5k on Stake.com. I now have $12.2k through winnings. When I go to withdraw they ask me for KYC. I sent them a total of 15 different pictures and 6 sets of selfies to finally complete verify 2.

Now for verify 3 and 4 I have followed the requirements and sent them the following:

-bank statement

-credit card statement 

-additional line of credit

-a loan

-utility bill

-various other documents

they all met the requirements by stake verify 3 and 4. support is not helping whatsoever. i do not have any other documents i can provide.

- I have been doing sports betting

-I have not used any of their bonuses

-Account was registered in 9/2/2022

-Withdraw process and attempt to verify on 6/11/2023

Dear Kosher,

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

As you might know, our website Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an unsuccessful verification, we will try to help you. 

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 take 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?

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

hello again,

no they have not given me any sort of clue on what i am not doing right. i have asked accounts email, complaints email, and live support many time and i get very little to no direction on what is wrong with my documents. i sent 15 pictures for verify 2 of different types of identical selfies and they finally did verify 2 but with no explanation on why my previous selfies did not work.

for verify 3 i have provided many documents as listed before and it makes no sense as to why they are denied. they do not give me any information as to why they deny. it specifically asks for credit card statement on their list which i have given.

for verify 4 i have provided bank statement and many other documents as asked by their team and still no explanation given for why they deny.

Thank you very much, Kosher, 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.  

Hi Kosher,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why exactly the documents provided for levels 3 and 4 of the verification were rejected? Have you received the wrong types of documents, or were they uploaded in the wrong format, or the quality was not sufficient enough?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Casino Guru,

We sincerely apologize for any inconvenience experienced during the verification process. We want to emphasize our steadfast dedication to upholding a secure and compliant environment for every player. Our multi-step verification process is crafted to safeguard our platform's integrity, and we understand your frustrations and concerns regarding the documentation criteria.

The player provided a credit card statement for Level 3 verification. However, we require proof of payment for that bill covering the past three months. Additionally, the document submitted for Level 4 matches the one provided at Level 3, yet unfortunately, they do not align with our verification criteria.

We have communicated our verification requirements to the player via email, but allow us to outline the necessary documents for each level again:

For Level 3, we kindly request the submission of a utility bill along with proof of payment for the preceding three months. Concerning Level 4, it is imperative to provide both a payslip and a bank statement encompassing the previous three months. It is critical that the salary indicated on the payslip corresponds to and is verifiable within the accompanying bank statement.

You can find the acceptable documents for each level below:

• Level 3: https://help.stake.com/en/articles/5328375-acceptable-documents-for-proof-of-address
• Level 4: https://help.stake.com/en/articles/5328395-acceptable-documents-for-source-of-funds

Upon the submission of documents meeting the specified requirements, we will promptly engage our team to expedite the process and review the account.

Kind regards,

to start, you have not replied to my 5 emails over the course of 11 days in order to clarify situation, do not act like you have been maintaining proper communication.

i have already explained that I do not have a utility bill that is under my name. why are you asking for it again? i provided level 3 credit card statement as requested on that list. you are currently telling me to supply documents that i have already told your team i am unable to supply (such as utility bill). i cannot and will not fabricate documents that simply DO NOT EXIST. i have provided you the following (along with 15 selfies, yes. FIFTEEN)

-bank statement

-credit card statement 

-additional line of credit

-a loan

-utility bill (for the address i live at)

-various other documents

for quote on your website:

You can use one of the following documents to verify your address:

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

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

and in regard to this part :

Please note that the compliance team reserves the rights to request any document they might need.

that is understandable. but you cannot request documents that DO NOT EXIST.

you also did not clarify why any of the following were invalid as asked by casino guru:

-bank statement

-credit card statement 

-additional line of credit

-a loan

-utility bill (for the address i live at)

-various other documents

i cannot provide payslips due to my line of work. fortunately for me that is not on your list of required documents

once again, i cannot provide documents that do not exist

this situation has costed me countless hours of my life, i have provided every document i can get my hands on, i have spoken with lawyers, the amount of stress this has caused me is beyond financial.

i simply wish to have my money returned and i will NEVER use this website again

it has now been 11 days since i have requested for contact information to legal department for my lawyer (i also asked for kyc clarification) and still no response. yet stake has the audacity to come on here and act as if they have been responsive.

Thank you for the response, Stake Casino.

Dear Kosher, would you mind sending me the documents that you've previously sent to the casino for verification, we'd like to evaluate them independently as well. My email address is natalia.b@casino.guru.

Could you please comment on this one: "i cannot provide payslips due to my line of work"? In case you're self-employed, we understand that it would be impossible for you to provide a payslip from your employer, but there are other options like a tax return, which is often accepted at other casinos from freelancers. Do I understand correctly, that you have provided only a loan agreement as a source of funds proof?

Has now been 12 days since Stake has last replied to my 5 emails regarding further info for clarify including but not limited to contact info to legal for my lawyer.

Have also sent email of the 8 documents I have provide to Stake. Thank you Natalia.

Dear Stake Casino, according to the player, he is currently renting a flat so the utility bill comes to the name of the owner - the player doesn't have any utility bills issued in his name, so we'd like to ask you to consider alternative documents for the proof of address, such as a bank or credit card statement. Probably, the player would be able to provide any other alternatives from those listed on our website for Level 3 verification.

As for Level 4, I believe that the player doesn't receive any salary and doesn't have payslips so such documents are impossible to provide him, that is why the player provided you with the loan/credit statements. Would you please specify, if the player should upload his loan agreement in some other format so it meets your requirements?

also please keep in mind i have sent credit card statement satisfying verify 3 as stated above.

it has also been around 21 days since stake staff has responded to my emails. live support has told me that this is normal and i must wait because they are busy.

Dear Casino Guru,

In this specific case, user is required to upload a reference letter from the bank signed and stamped; lease agreement; apartment or house ownership document. Please, keep in mind that all documents must be photographed.

Upon approval of level 3, the user can upload, for level 4, loan/credit statements, remembering that all the documents must be certified by an authorized person.

Additionally, it is crucial that all information is clearly visible, and all pages of the document must be submitted in their entirety.

Once more, we would kindly request that, as soon as you have gathered and uploaded 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,

Still none of the questions asked by me or Casino Guru have been addressed. Such as why all of these documents i have sent prior have been denied. Casino guru asked this 2 weeks ago

"Would you please specify why exactly the documents provided for levels 3 and 4 of the verification were rejected? Have you received the wrong types of documents, or were they uploaded in the wrong format, or the quality was not sufficient enough?"

this was not addressed.

no where in terms does it state it must be "certified by authorized person" what does that even mean? stake is making up impossible requirements on the go. i cannot just go to my bank and ask them to authorize my account for stake as i risk possible shutdown of my bank.

in my country banks do not just stamp and certify. i cannot have a bank employee come with me to a notary because because banks do not give power of attorney rights and privileges to their employees. if you have requested this from other chilean customers please provide me step by step details on how this was done. i have been asking for contact info and what documents they want from my lawyer for over a month now to stake email and NO RESPONSE.

1. stake is asking me for impossible documents.
2. what documents do you want my lawyer to provide and also what is your legal department contact info?
3. stake is not answering questions from me or casino guru whatsoever

it has been 25 days since stake has ignored my 5 emails i have sent to them. what is the specific case? what am i being accused of? why are all of my documents being denied? i follow their requirements, documents are denied, so i send more, until they ask me for documents that are impossible to provide in my country.

casino gurus entire last response has been completely ignored by the stake team, as have most of their responses. casino guru how are you feeling about stakes treatment of this issue?

Dear Kosher, casinos are within their rights to ask players for more documents for verification if previously provided documents don't fully meet the requirements. I already mentioned what was the issue with the utility bills you provided in the personal email to you, that's why the casino asked for alternatives. Since you've been renting a flat/house, you can present a lease agreement signed by the owner of the property where you live. The property ownership document would be needed to confirm that the person you're renting from is indeed the owner. Do you think you can get such papers from the owner of your apartment?

As for the bank reference letter, I believe you don't need to go there with the notary, it should be a standard procedure for your bank to write a letter confirming you're their customer and stating your details there.

we all know why the utility bill was denied. i have told everyone the utility bill is not in my name. stake still asked for it. i told them it was not in my name again, and they still requested it. i am not talking about the utility bill. i am talking about my credit card statement in particular for verify 3.

1. this is about credit card statement
2. can we please stop talking about a utility bill that i have told everyone i do not have multiple times?

so since the verify 3 and 4 list on stake website are inaccurate and the casino can request whatever they want…

can someone clarify what documents you want from me? can i get a full list? do not send the list on stake website for 3 and 4 because it has been proven that list is not accurate.

please clarify what documents you want from me.

For anyone following along:

Dear Kosher, casinos are within their rights to ask players for more documents for verification if previously provided documents don't fully meet the requirements. I already mentioned what was the issue with the utility bills you provided in the personal email to you, that's why the casino asked for alternatives. Since you've been renting a flat/house, you can present a lease agreement signed by the owner of the property where you live. The property ownership document would be needed to confirm that the person you're renting from is indeed the owner. Do you think you can get such papers from the owner of your apartment?

As for the bank reference letter, I believe you don't need to go there with the notary, it should be a standard procedure for your bank to write a letter confirming you're their customer and stating your details there.

*How do other documents such as my credit card statement not fully meet requirements? Why are we focusing on the one document i have stated i do not have many times to stake?*

Hi Kosher,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why exactly the documents provided for levels 3 and 4 of the verification were rejected? Have you received the wrong types of documents, or were they uploaded in the wrong format, or the quality was not sufficient enough?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

*BOLDED STILL NOT ADDRESSED*

Dear Stake Casino, according to the player, he is currently renting a flat so the utility bill comes to the name of the owner - the player doesn't have any utility bills issued in his name, so we'd like to ask you to consider alternative documents for the proof of address, such as a bank or credit card statement. Probably, the player would be able to provide any other alternatives from those listed on our website for Level 3 verification.

*BOLDED NOT ADDRESSED, CREDIT CARD STATEMENT WAS PROVIDED*

As for Level 4, I believe that the player doesn't receive any salary and doesn't have payslips so such documents are impossible to provide him, that is why the player provided you with the loan/credit statements. Would you please specify, if the player should upload his loan agreement in some other format so it meets your requirements?

*BOLDED NOT ADDRESSED*

Has also been a month and still no reply from Stake email on who my lawyer can contact and what document they need from my lawyer.

Dear Kosher, if I'm correct, you don't have an official lease agreement with the owner of the property you live in at the moment. Could you please specify if you were able to get the reference letter from your bank?

Dear Stake Casino, since the player doesn't have an official agreement with the owner of the property, we'd like to ask you to consider any other options to verify the proof of address. The player has already provided you with the credit card statement and loan statement, where their address is mentioned. You haven't explained why exactly these documents are not enough for the proof of address, but if you require alternatives, would it be acceptable if the player made a video recording of their current address in a way that would meet the criteria of proper verification?

Dear Casino Guru,

We deeply regret any inconvenience you may have encountered during the verification process.

For Level 3, kindly proceed uploading the credit card or loan statement. Please, keep in mind that all the pages and information's need to be clearly visible and the documents must be photographed. Upon approval of level 3, for level 4, the User will need to provide evidence about his earnings.

Once more, we would kindly request that, as soon as you have gathered and uploaded 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,

Dear Kosher, can you please specify what address you're currently trying to verify? In your email you mentioned, that you initially registered at the casino with one address and then you moved to another address. Have you informed the casino about the change of address?

Can you please share any information about bank reference letter? I have asked you previously, but you didn't reply. Quoting from the casino's website:

Bank reference letter - A bank reference letter should be just an informative letter with some of your and bank information. This letter should be in English and must meet the following requirements:

• Shows full contact of bank

• Shows your full name and address

• Shows date of account issuing and type of account

• Shows date of issuing of the letter

Visa Statement and the paper from Bancoedwards you've sent to me have different addresses. The PDF document called Credit Line has no address at all.

As for Loan - could you please provide the oficial Loan Agreement that was signed by you when you took the loan? This paper from Bancoedwards is a consumer credit expiration notice, which is not the same as a Loan Agreement.

Dear Casino Guru,

I actually have replied to your bank reference letter question, you just did not acknowledge it. Please refer to my prior statement:

"in my country banks do not just stamp and certify. i cannot have a bank employee come with me to a notary because because banks do not give power of attorney rights and privileges to their employees. if you have requested this from other chilean customers please provide me step by step details on how this was done. i have been asking for contact info and what documents they want from my lawyer for over a month now to stake email and NO RESPONSE."

The Bank cannot provide a stamped letter as in Chile a stamp has to be done at a notary and the legal representative of the bank also has to be present to do so.

I am more than glad to provide contact information of a bank representative if you wish to verify that information.

Yes I have told them I change address.

However Stake does not let me update my address on verify 1 even though it states "can be updated later at ANY TIME". However I have told them this in chat and email with no response or help.

I am trying to verify the H***A address.

The other address is a business address which has relevant documents sent to it sometimes.

The loan does not display an address other than on the envelope, as in Chile it is not customary to have address on the details of a statement, as these are not considered for proof of address, as Chile uses regular ID for address verification due to the fact that it's linked to your fingerprints as well.

I am currently awaiting my newest cc statement and will be sending that in when it does arrive. I also have a reference from a bank that I am pre approved for a line of credit, would that work as well?

I can also provide contact information for my bank representative to verify all of this. I can also provide any requested documents from my lawyer. Just tell me what you want that is able for me to produce.

This entire situation is outrageous, caused much stress, has taken many months. The stress is unbearable.

Dear Casino Guru,

Is it standard procedure to receive only cookie cutter answers from Stake instead of proper clarity and due diligence? None of either of our direct questions have been answered. review the thread and see for yourself.

it is outrageous that if a kyc is required that the said service does not know proper etiquette regarding documentation from various countries

Dear Kosher, sorry for the late reply. Have you already received the newest CC statement you mentioned?

• I also have a reference from a bank that I am pre approved for a line of credit, would that work as well?

Would you be able to use the document as a proof of address (Level 3)?

Please, feel free to send the new documents to my email (natalia.b@casino.guru), I can try to evaluate if they contain the necessary information before you send them to the casino.

Also, you need to keep in mind that you cannot provide the same documents for both Levels 3 and 4 verification.

hello,

I am currently awaiting new documents to proceed.

Dear Kosher, thank you for the email, I have received a photo of your new credit card statement.

Have you already uploaded it for the Level 3 verification? Unfortunately, I cannot say with certainty if this will be accepted but I'd recommend you upload it as soon as possible so that the casino can review it.

documents have been uploaded to stake

Thank you, Kosher.

Dear Stake Casino, please let us know as soon as you review a new document from the player if it can be verified.

can anyone explain what is going on?

i have sent multiple credit card statements from multiple banks with my address.

this is outrageous. how is this not acceptable?

Dear Casino Guru,

We sincerely apologize for any inconvenience experienced during the verification process. The user is verified on levels 1 and 2.

For Level 3, we requested the submission of a utility bill along with proof of payment for the same document. However, the user provided a document that was not in their name. Subsequently, we kindly asked for a bank reference letter, but once again, the user was unable to provide the requested document.

Additionally, they sent us an unopened envelope, potentially from their bank, and some Visa statements.

Unfortunately, significant details on that document were covered, rendering us unable to verify the information. Following that, they submitted a low-quality card statement, once again hindering our ability to thoroughly check the provided information.

We kindly request the user to submit a card or bank statement of good quality for Level 3. This ensures that all information on the document is clear.

After successfully verifying Level 3, for Level 4, please provide pay slips for the last three months, along with a bank statement highlighting the corresponding salary deposits. Below, you can find a list of acceptable documents.

https://help.stake.com/en/articles/5328395-acceptable-documents-for-source-of-funds

We emphasize our steadfast dedication to upholding a secure and compliant environment for all our players.

The multi-step verification procedure is intentionally crafted to safeguard the integrity of our platform.

Your prompt cooperation in this matter would be greatly appreciated once again.

Kind Regards,

dear stake,

1. you asked for the utility bill that didn’t have my name on it after i told you it didn't
2. you failed to mention all of the other documents i sent including loans, credit lines, and my clear bank statement.
3. what was not clear about my recent credit card statement, or any of my other documents?

dear casino guru,

what was not clear on that credit card statement? any ideas from here?

also i have told stake and everyone that chile does not provide signed and stamped bank reference letters.

for my visa statement, significant details were NOT covered. only my balance. how does my balance have anything to do with my proof of address?

stake is clearly trying to twist this situation and still has not explained why they have denied all of my other documents.

its fair to say stake is simply trying whatever they can do to scam me out of my money.

dear casino guru,

let’s do it this way. is there anything that you cannot read on my recent credit card statement? is it low quality?

or is my NAME and ADDRESS clearly visible?

Dear Kosher, I was personally able to open the photographs of the credit card statement you sent and see all the details, however, it's necessary to zoom in to see everything clearly. Have you tried to make new photos that would capture the documents closer so that it's not necessary to zoom in? I may assume that the uploaded documents could have been photographed closer to be more suitable for verification purposes so I'd give it a try and reupload them if this is the only problem with the document.

Let me know if you have already tried to do so or what will be the result. I hope the casino will explain what's the issue if the photo in a better quality doesn't meet the casino's requirements again.

update sent to both casino guru and stake

keep in mind that the requirements state "the entire document must be visible" so i cannot zoom in on any particular section of the document without violation of that requirement.

denied again and am told that i need a utility bill even though i have stated countless times here, in chat, on email i do not have a utility bill under my name

Dear Kosher, I've contacted the casino representative in private and now am waiting for an explanation from them as to why your credit card statement was rejected. I will post here as soon as I have more information.

Dear Sir,

We apologize for the delayed response.

Regarding the level 3 documentation, we kindly request that you submit the document again, making sure it is of superior quality.

For the final level, we ask that you provide payslips for the past three months, accompanied by a bank statement that clearly shows the relevant salary deposits.

Your prompt cooperation in this matter would be greatly appreciated once again.

Kind regards

Dear Stake Casino, would you accept the document in PDF format or a scanned version instead of a photograph so that the quality is high?

ok are we going to discuss why my credit card statement was rejected? how many times do we have to ask? this is outrageous. everything was readable.

was there something you were unable to read casinoguru? if so, please tell us all what part, since stake does not want to.

Dear Sir,

We wish to reiterate the importance of resubmitting the document as requested in our earlier communication. Without this crucial step, the relevant team cannot proceed with its verification. Should you wish to move forward with this process, it is imperative that you re-upload the document in accordance with our prior request.

Upon successful verification, for the final level, we request that you provide payslips from the past three months, accompanied by a bank statement that clearly showcases the relevant salary deposits.

Please ensure that the documents are provided in PDF format to guarantee high quality. Unfortunately, scanned copies will not be considered acceptable under these circumstances.

Your prompt and cooperative response to this matter would be highly appreciated once again.

Kind regards,

Dear Kosher, please let me know if uploading the PDF version that you should download directly from the issuer of the document will result in any positive outcome.

dear casino guru,

uploaded pdf few days ago. forgot to confirm here

Thank you for the confirmation, Kosher.

Dear Stake Casino, please let us know if the newly uploaded document meets your requirements and can be verified.

i uploaded the pdf last week. it was denied because "they couldn’t access it" despite the file name being "password is xxxxxxxx" i cannot remove the password as this is how the bank issues the document to all clients no exceptions due to compliance and security regulations.

anyone have any idea what else to do? i thought title was clear enough being "password is xxxxxxx"

Dear Sir,

We wish to inform you that the document submitted for Level 3 cannot be opened. Please review the document format and ensure that it is unlocked in your next submission, enabling the relevant team to verify it.

Additionally, please note that upon approval of Level 3, you will be required to provide evidence of earnings for Level 4 for the last 3 months.

We greatly appreciate your prompt attention to this matter.

Kind regards,

i explained it all in my last post. this is ridiculous.

casino guru, are you going to hold stake accountable whatsoever for this kind of service? they do not read anything we say or answer any of our questions.

Dear Sir,

We are pleased to inform you that your application for Level 3 was approved two days ago.

Furthermore, as part of the process for level 4, you are required to submit documentation that verifies your earnings over the past three months.

We sincerely appreciate your prompt and diligent attention to this matter and look forward to assisting you further.

Kind regards,

Thank you for the updates, Stake Casino.

Dear Kosher, have you already provided the casino with any documents that can be used as proof of your source of income?

i am having trouble getting documents sorted per requirements. i do have bank statements with deposits labeled from my job, but my bank statement does not have my name or address on it, only my account number. i contacted the bank to get more information but they told me this is how the system is configured unfortunately, they cannot change this as it is how it's coded

i also have payslips, but the company i work for does not include addresses on payslips either, this does have my name. i don't mind including the information of one of my superiors from work so he can be contacted to verify this if need be as well

also want to add that i have significant crypto holdings that have gained value over the years, which i used to fund my stake account

any tips on how to proceed?

Dear Kosher, do you have any supporting papers from the bank that the account number used in your bank statements belongs to you?

What kind of document you can obtain to prove your crypto holdings? If you check the casino's website, they have the following information: Mining ( You will need to send us a ledger of the amount of cryptocurrency mined, as well as a wallet address and transaction hash to which the mined cryptocurrency was delivered )

yes i do have a letter from my bank that says the account belongs to me.

i have crypto wallets that belong to me but i do not mine cryptocurrency

can you ask stake if there is any other way to verify my crypto holdings ?

Dear Stake Casino, could you please check our last messages in the thread? What document can the player provide regarding his savings in crypto? Can it be used for Level 4 verification with payslips and a reference letter from the bank?

Dear Sir,

Thank you for your patience as we continue to review your case.

To verify your account at Level 4, we kindly request that you upload a bank statement that clearly displays the deposits made by your employer. Additionally, please include a payslip that clearly shows the relevant amounts.

We kindly request that you promptly gather and upload the specified requirements. Upon receipt, we will expedite the review of your account.

Thank you for your cooperation.

Kind regards,

Dear Kosher, could you please proceed with uploading the documentation that you have in your possession at the moment as specified in the casino's last message?

bank letter, payslips, and bank statements have all been uploaded.

Thank you, Kosher.

Dear Stake Casino, let us know as soon as the documents are reviewed.

Dear Sir,

We appreciate your patience during the review of your case. Please be assured that our top priority remains to ensure a secure and compliant environment for all our users.

Furthermore, we are pleased to inform you that the restrictions on your account have been lifted, and you now have full access to the platform.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Once again, we appreciate your understanding and cooperation throughout this process.

Kind regards,

Thank you for the updates, Stake Casino.

Dear Kosher, could you please confirm that your account is fully verified now? Are you finally able to request a withdrawal of your winnings?

Please, let me know if you need any more assistance.