Stake Casino - Player struggles to complete account verification.

Hello,

My account got temporarily suspended, and now i struggle to complete verification.

They are asking to send payslip and bank statement and im sending them my payslip and bank statement but they are rejecting it.

In attachment i added those documents, could you please tell whats wrong with them?

Dear arny44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Have you received any feedback from the casino on what documents are needed exactly?

Looking forward to hearing from you.

Best regards,

Petronela

Yes they are asking to submit a payslip for the last 3 months and the bank statement for the last three months .

But when i send them those documents, they are saying - not valid document.

I took screenshots from my pdf documents, they are saying those are not bank statement and payslip. I dont understand what should i send!

i recieve update.

I can see that you were advised that your payslips don't match your bank statement. Are you aware of any discrepancies? Do you have any other account where you send your wages?

I can see that you were advised that your payslips don't match your bank statement. Are you aware of any discrepancies? But i add screenshot and pdf files where u can see they clearly that they totally match! And i dont have another bank account where i recieve salary.

Thank you very much, arny44, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi arny44,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. 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 what's wrong with the player's documents? Do I understand correctly, that the issue is in the payslip? Could you please advise what are other options for the player to prove the source of funds?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear Casino Guru,

Please note that the although there appears to be a valid bank statement provided, there does not appear to be a valid payslip provided.

It in top right corner of the document, it states it is a "Payment Order for In-Bank Payments and European Payments in euro currency", possibly referring to an internal transfer within a bank. We also note that the document is from the same bank as the statements which would likely not be the case unless the individual worked for the bank in question.

Further, the document does not contain any details which a usual payslip would such as leave entitlements, insurance, holiday benefits etc.

We would advise the User to please upload a valid payslip to their account and be cooperative with our support team who are there to assist in getting his account verified.

Kind regards,

Dear Stake Casino, thank you for your comments.

Dear arny44, could you please tell us if the payslip you provided is the only source of funds you have? The history of your bank transactions shows that you didn't receive anything in January and February. Would you please explain what is written in the "purpose of the payment" field? Do I understand correctly that the payee VALSTS BUDZETS (VID)  means "state budget"?

I'd like to specify as well, that payslip can be provided by your employer, and your net income, taxes, entitlements to sick leaves, benefits etc should be provided in it.

Best regards,

Natalia

Dear arny44, could you please tell us if the payslip you provided is the only source of funds you have? The history of your bank transactions shows that you didn't receive anything in January and February. Would you please explain what is written in the "purpose of the payment" field? Do I understand correctly that the payee VALSTS BUDZETS (VID) means "state budget"? Yes and i receive salary in January also.

I'd like to specify as well, that payslip can be provided by your employer, and your net income, taxes, entitlements to sick leaves, benefits etc should be provided in it. I will try to ask my employer about that then.

Dear arny44, thank you for the new attachments. However, I need more explanation from you. Could you please specify, if you're officially employed? We need to know this so we can determine what source of funds you can present to the casino because in case you're unemployed you won't be able to provide any payslip. This new screenshot shows that the payer is different from your previous one, but, still, it doesn't look like a payslip.

Could you please specify, if you're officially employed? I quit job in January.

This new screenshot shows that the payer is different from your previous one, but, still, it doesn't look like a payslip. Yes, its PDF document from bank.

I have asked my previous job if they can give payslip document, they said they will try to send this to me next month...

Dear arny44, can you please tell us if you have already received anything from your former employer?

I have asked my previous job if they can give payslip document, they said they will try to send this to me this month...

Also in Latvia we dont get payslips usually, thats why its struggle..

Dear arny44, do you have any news regarding the payslip?

Hello, i called this company today again. Again they said will send soon.. i think they just forget about me..

Hello, i recieved documents. I add those in attachment. Also i send to stake.

Dear arny44, thank you for providing the paper.

Dear Stake Casino, have you already received a payslip from the player? Would this be sufficient for your security department?

Regards,

Natalia

Hi Natalia,

We have proceeded to sent through an email regarding this matter.

Thanks,

Dear Stake Casino, thank you for the email.

Dear arny44, have you been informed about the necessity of providing some further papers? Can you please tell me if you have sent the required documents to the casino?

Regards,

Natalia

Dear arny44, have you been informed about the necessity of providing some further papers? Yes, they said again i need to send - Please upload a pay slip for the last 3 months and a bank statement showing the salary from those pay slips in order to complete level 4 verification. (I send them those but got rejected)

Can you please tell me if you have sent the required documents to the casino? Yes. I have also send loan agreement who was declined also... So i send them my bank statment, payslips, loan agreement.. all got rejected..

Dear arny44, could you please resend the loan agreement to me as well at natalia.b@casino.guru?

According to the information on the casino's website (https://intercom.help/stake-casino/en/articles/5328395-acceptable-documents-for-source-of-funds), in case you're unemployed and cannot provide the casino with payslips, it is accepted to upload a loan agreement.

Dear Stake Casino, could you please specify if you have received the document from the player? Was that loan agreement already rejected or has it just been under review?

Regards,

Natalia

Dear Natalie,

As of this moment, it seems that the loan agreement has not yet been uploaded.

Once it is, we will ensure that the relevant team reviews it at their earliest convenience.

Best,

Dear Stake Casino, thank you for the clarification.

Dear arny44, since the casino claims to have not received it from you, please make sure you provide the casino with the loan agreement so they can review the document. If you insist on sending it before already, could you please share the screenshot from your communication with the casino where it's clearly visible that you've sent the loan agreement before (respectively if it's declined in our account)?

Regards,

Natalia

could you please share the screenshot from your communication with the casino where it's clearly visible that you've sent the loan agreement before (respectively if it's declined in our account)?

Sorry but i cant found them.

So i send them loan agreement again!

They declined that document and said this ''Please provide us with a payslip and the bank statement for the last 3 months.''

Dear Stake Casino, would you please specify why the loan agreement provided by the player was rejected, are there any issues with the document?

Dear Casino Guru,

We confirm the relevant team has reviewed the User's documents and accepted same.

The User should now be able to access their account.

Best,

Thank you for the good news, Stake Casino.

Dear arny44, can you please confirm that your account is now fully verified?

Hello!

Dear arny44, can you please confirm that your account is now fully verified? Yes, im fully verified.

Thanks!

Dear arny44,

I'm glad to hear that your issue has been finally resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia