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

Ecco la traduzione: 

"Hello, this afternoon Stake suddenly requested additional documents for the KYC process. Please note that I was already verified with Levels 1, 2, and 3, including the proof of address. They asked for all the documents again, and I have no problem providing them. 

Level 2 was very simple: a selfie with the document in hand and a piece of paper with my username and the current date. However, Levels 3 and 4 are proving to be really complicated. For the proof of address, I sent an electricity bill and a gas bill (for the past 3 months) with proof of payment. I submitted it as a PDF, took a photo with my phone, and also sent a complete 6-month bank statement—literally every document I have, all clearly showing my full name and address! Yet they keep rejecting it, constantly asking for new documents. 

From what I read on the official Stake forum, this seems to be a pattern they are applying to many users, possibly to wear them out so they don't complete the KYC process and lose access to their accounts, including their balances. 

For Level 4, they keep asking for a bank statement with pay slips from the last 3 months. I have told them sixty times in chat that, as a self-employed professional with a VAT number, I do not receive pay slips! Yet they continue to reject my documents (even a bank statement with a high balance) because they insist on pay slips. People with VAT numbers don't get pay slips; they issue invoices and get paid based on those—don't they know this? It seems very strange to me. 

Today, I have spent a total of 9 hours uploading all sorts of documents, including bills, bank statements, and even a handwritten letter from my father regarding a monetary donation to me. All documents are in my name and officially certified, yet they keep rejecting them. 

I absolutely refuse to be taken for a fool (because, yes, at this point it feels like they are making fun of me), so I am writing here to officially file my complaint.

Just now they replied that they are unable to open the document I sent once again for the third level... how strange. Everything opens perfectly fine on my end.

Dear fabri90,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with the KYC process at Stake.

To help us better understand your situation and mediate effectively, could you please clarify a few points:

• When exactly did Stake first request these additional documents after completing the first three levels of verification?
• Did they provide specific reasons why your documents (such as the bills or bank statements) were rejected?
• Have you tried submitting the documents in different formats (such as JPEG or PDF) to see if the system accepts them?
• Could you provide more details about the responses from Stake’s support team? Any logs of their requests or explanations would be helpful.

If you have any communication with the casino or additional information about the documents you've submitted, please forward it to petronela.k@casino.guru. Your cooperation is crucial for us to proceed with the case and resolve this issue effectively. Without your input, we won’t be able to move forward and help you get the answers or resolution you need.

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 fabri90,

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.

Dear Petronela,

We would like to inform you that the user's account was fully verified on October 14th. Since then, the complainant has accessed their account and successfully made withdrawals.

Given this, we kindly request that this complaint be marked as resolved.

Kind regards,

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.