The player from Ukraine faces significant challenges withdrawing funds from Stake due to repeated verification requirements after her account is restricted. Despite completing Level 4 verification, she experiences ongoing access issues, with no clarity on the status of her withdrawals and the need for increasingly complex documentation.
Stake Casino - Player's withdrawal is delayed due to account restrictions.
Amount: $3,200
Stake Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Stake Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
6d 9h 42m 52s
Case summary
14 hours ago
Public
Public
14 hours ago
Translation
Hello, forum readers. I would like to share my story about how I was blocked from withdrawing on Stake and asked for Level 4 verification. It all started a few weeks ago when my weekly turnover was about $389,000. I lost my deposit, and as usual, I closed the casino tab and went to sleep. The next morning, upon opening my account, I saw a notification that my account was restricted and available only in "withdrawal" mode. However, this message seemed to be just ornamental. When I tried to withdraw my weekly bonus of $3,245, I found that my account was completely inaccessible for withdrawals. Checking the verification tab, I noticed that my successful Level 2 verification, which I had completed a month prior, was removed. They requested a selfie with a paper and date, as well as my passport or driver's license. I sent them these documents, and the verification was successful on the first attempt (important to note, further Level 2 verifications of the same type were not successful). Problems began at Level 3, where they demanded utility payment proofs. Reaching out to live support, they informed me that electronic PDF files were acceptable for verification. In my case, it was possible to obtain these electronically (in my country, utility bills are often not issued in paper; the original document is sent to you as a PDF in just one minute of communicating with the utility account support). Stake took these documents for processing and then rejected them, citing the reason: "Upload gas, water, and electricity bills for the past 3 months," which I had initially done. I uploaded them again, and they rejected them with the reason, "We have doubts about the authenticity of this document," despite the fact that the document was original and contained a QR code for tracking the account transaction. I uploaded the documents a third time in paper form, and they then responded: "Upload bank statements showing payments for these bills." The next day, I obtained and uploaded them in paper form. They rejected them, stating, "Upload a recommendation letter from the bank," attaching their criteria for the letter. I inquired with my bank, and they stated they do not issue such a letter. I requested one from another bank (monobank) which has no physical branches in Ukraine. It operates entirely online. I got approval, and Monobank sent me a recommendation letter in English (as Stake requested), which I uploaded. They rejected it, stating I needed to upload the document in paper form. I contacted live support, asking why they initially informed me electronic documents were allowed, but they keep rejecting them. One support agent said to re-upload them, and the next day another support agent said that electronic documents are not accepted. Eventually, I managed to have Monobank send the document via courier in paper form along with bank statements. They rejected these documents, inserting the same reason: "Upload recommendation letter." I asked live support if I could upload the previously uploaded documents again (so I wouldn't have to take new photos), and they said yes. I uploaded them again and they were rejected with the reason: "Upload a selfie with a passport." I uploaded a new selfie with my passport, and they rejected it, asking for a selfie with a passport. I explained to them in support that we no longer use book passports and it is no longer issued since a law in 2016, everyone uses ID cards (the same document as the passport). They replied OK, asked me to re-upload the documents. I uploaded them and received the status: Completed. I wanted to upload Level 3 verification, and the operator told me:
"Before we proceed to Level 3 verification, you must go through the verific link which you will receive within 24 hours in the email linked to your account.
Only after that can we continue with the verification process."
Additional note: The Level 4 verification was successfully approved, but access to withdrawals, deposits, or playing was not granted. I wrote to support and was told: Wait, we've passed it on to colleagues. I waited three days for a response, but nothing came. I contacted support again, and they replied: Write to the colleagues' email, they will review your complaint. I emailed them and only received a reply after three days, saying they would conduct an additional check to see if I violated any casino terms. No dates or estimated time for this check were provided. For about two weeks, I couldn't pass verification due to the ever-increasing document requirements, and even after finally passing it, I still didn't get access to withdrawals or deposits. They restricted my account after playing. I did manage to claim the weekly bonus, which was calculated before the $3,250 USD restriction, plus I am awaiting my monthly bonus.
Automatic translation:
Public
Public
14 hours ago
Hello RyanVlasov,
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 when did the 3rd level verification begin?
- When was the 4th level approved?
- When was the last time you spoke to the casino and what was it about?
Please note that it might take longer for the casino to respond due holidays as they casino staff may be limited.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
RyanVlasov has 6d 9h 42m 52s to reply
