Stake Casino - Player's withdrawal is delayed due to verification issues.

Hello,

I am seeking assistance as I am unable to communicate effectively with the company, Stake.

I have completed the verification for level 1 and level 2. On November 8, 2024, they requested verification for level 3 and 4, simultaneously canceling level 2.

Level 1 was accepted. For level 2, they required a selfie with my ID card and a note. I sent it to them. Now they want a selfie with a driver's license or passport. I do not possess such a document. They claim they cannot verify my identity with just the ID card. Every government office in Poland can verify it, but Stake is having an issue.

I read the forum and checked other users' complaints. Stake seems to create significant issues during the verification process.

Please assist me in communicating with them.

Support chat suggests I should replace my ID card. This seems strange to me, as all government offices accept it, but Stake has a problem.

Moreover, nowhere in the terms and conditions does it state that a player must have a driver's license. In my country, it is not a mandatory document.

Please help me communicate with Stake, as the chat support is useless.

Hello Dragon223,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, I have finished verifying lvl 2.

Now I'm trying to do level 3. But there's no chance. I sent electricity bills and payment confirmation. They don't accept because there's no energy consumption. I also sent an invoice with energy consumption. I write to them every day.

I've been sending documents since 4 every day. But they reject. Please help. I think they don't accept documents on purpose.

Hello Dragon223,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review.

As recommended above, verification may take up to 14 days. Sometimes sending the same documents may lead to them to be verified so I would advise keep forwarding them the requested documents.

Looking forward to your response.

Regards,

Nick

Good morning.

I send documents every day. They are rejected.

I send an electricity bill and a confirmation of the transfer for it. They reject it after a few minutes.

I read on the forum that everyone is having problems with verifying lvl 3 and 4.

Please invite a stake representative to speak up. Maybe together we can get through this hell

Hello Dragon223,

Before we would try to get in touch with the casino, please forward the communication between you and Stake Casino regarding the verification to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Dear Dragon223,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.