Stake Casino - Player struggles with completing the advanced KYC verification.

Hey,

I deposited there 300$, I placed somebets but meanwhile stake accused me of money laudering! and requested Level 4 verification.

I won some bets any my balance right now is 761$. I'm just player and I never been accused of fraud like money lauder.

Stake KYC team requested 4/4 levels, So far I succesfully pased level 2 after few selfies and ID photos.

I write this because I'm struggling with lvl 3 & 4.

They request from me proof of adress and source of funds. I uploaded few times electricity bill with payment proof but everytime something does not fit them. For lvl2 I used Driver License that has my address described but still they don't want to veryfi my adress.

Level 4 is big joke. First I asked how I can upload documents because after 1st rejection I was confused how can I upload 2 files at once, and from live support I was told "You may find more information on the internet on how to do so." after they suggested merge 2 PDF files. Next day after I did that and uploaded it. They rejected and reason was " documents can't be digital" - these documents were orginal PDFs merged into 1 as recommended by live support.

I tried dozen of times pass this verification with documents I got but after all I was told to take a break since I can't pass it...

Their support seems like just copy pasting formulas and keep playing on stake's time to avoid sucesfull verification.

Hello griffithantoni57,

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

Since 6th december, My data, Driver License, selfie with driver license and selfie with driver license and note was accepted, anything else rejected. Last time I tried to contact them and pass it was today.

I understand but documents got checked and rejected 3 times or more, Live support says A, KYC team does B, I'm really tired of their behavior.

Hello griffithantoni57,

Did they explain why were the documents rejected? Is there any e-mail communication between you and the casino regarding the verification which you can forward to nikolas.b@casino.guru?

Hey, I have only live chat logs with stake live support, I asked live support multiple times what is exact reason of the rejection when documents were properly uploaded but still rejected.

Over last week I tried mutiple times get my documents accepted without luck, I gave up uploading my last 2 electricity bills ( they are issued in 2 months interval so I couldn't fit their 3 months request) and I have tried upload other utility bill (water) from last 3 months with payment proof, it got rejected due illogical reason as for utility bill PHOTO so I've tried to reupload it again as live support suggested which again ended at rejection PHOTO. 2 days ago I've uploaded official letter signed & stamped from The Revenue Commissioners but status is still "REVIEWING"

I'm already very tired trying all my best as it costs me so much time and energy to pass this verification. I have read also other recent complains about stake and it seems level 3 & 4 rejections are common practice in the recent period to make life difficult for players and not pay out their funds. I don't really understand why they keep rejecting my documents for various reasons every time. 

Stake rejected this document and with the alert "Please upload utility Bill from 3 months and payment proofs".

I uploaded other stamped and signed document from University According their rules and FAQ

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

• Utility bill ( electricity, water, gas or rent bill ) REJECTED water and electricty bills
• Bank or credit card statement (in some cases bank statement cannot be used)
• Council tax, municipality bill or government tax letter REJECTED Revenue letter
• An official letter from your employer or educational institution confirming your address stamped and signed PENDING University letter
• Tenancy agreement
• Bank reference letter

Everytime I send them documents that fits last requirement form rejection alert, they change excuse.

For Level 4 is also same, following their FAQ

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

• Salary ( You will need to send us a recent bank statement indicating receipt of your salary OR original of your payslip )

They got both from me statement of incoming transfer and payslip and they keep rejecting it with weird excuses everytime like "it has to be signed by issuing person". I can't even see this requirment in their rules.

Thank you griffithantoni57 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear griffithantoni57,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and just so you know, KYC as well as AML are very important and essential processes. I understand that these processes can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. With this being said, I will contact the casino to shed more light on this matter. We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

Can you please provide information on why the documents the player has already provided you are not sufficient? Alternatively, what documents are needed to successfully finish the KYC and AML checks?

Stake keeps rejecting my documents that should be accepted following their rules.

The University letter was rejected, As described in last post it should be accepted as proof of address as it was signed and stamped however was rejected and the reason was "send utility bills from 3 last months"

I followed their request and uploaded water utility bill from last 3 months which also got rejected and the reason is on this SCREEN

The last upload was recent water bill with payment proof from december becasuse this verification already taking month, They received last 4 water bills from me with payment proofs and they keep rejecting my verification.

They got already, electricity bills, water bills, revenue letter and university letter and still can't verify my address.

Should I contact lawyer in this case to get my funds back?

Dear Casino Guru,

A Veriff link has been sent to the User for completion 4 days ago, and we are presently awaiting the verification procedure. As soon as we receive the outcome, we will promptly inform the User about the next steps in the account verification process.

We are committed to keeping you updated on the progress, and we will provide any necessary information as soon as it becomes available.

Kind regards,

Dear griffithantoni57,

Can you please provide an update on your verification status?

Dear griffithantoni57,

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.

Hello, The verification link doesn't work.

I would like to add that my ID is verified SCREEN so I don't understand this situation now.

First stake verfied my personality then refuse proofs of address and random mail sends me link that on first look was looking like phishing.

Can you just accept my documents uploaded on site for proof of address and source of funds?

Dear griffithantoni57,

Verification links typically have a limited validity period for security purposes. Could you specify when you clicked on the link? Please bear in mind that your prompt response to the casino team's requirements is crucial to efficiently resolving your issue.

Dear Stake Casino,

I acknowledge the necessity of KYC and AML checks, and I'm aware that various documents may be requested. However, could you please explain why the documents provided to date are still deemed insufficient for verification?

Dear Casino Guru,

The User has been resent a Veriff link due to their non-completion within the initially specified timeframe.

This current link has a 7-day expiration, and we are presently awaiting the completion of the verification procedure.

We kindly request that the user completes the process as soon as possible.

Once we receive the outcome, we will promptly inform the User about the subsequent steps in the account verification process.

We are dedicated to keeping you updated on the progress and will provide any necessary information as soon as it becomes available.

Kind regards,

Stake

Thank you for the response, Stake team.

Dear griffithantoni57,

As I had anticipated, the previous verification link was not utilized within the designated timeframe. Please ensure that you click on the verification link sent by the casino team to you and complete the necessary steps within the specified time. It is crucial for you to cooperate promptly to proceed with your complaint.

Dear griffithantoni57,

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 griffithantoni57,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru