Stake Casino - Player struggles with delayed account verification.

Hello, they simply have not verified my account, it's been over a month, and nothing so far. They've asked for a series of documents, even a selfie holding a paper with the date and LOGIN, but nothing up until now.

Dear Lauraratoel, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Look, I sent all my identification documents, including a selfie holding a sheet with the date of the day and my account login, I sent a bank statement as proof of address, with all the detailed address, I sent the statement that informs my receipts , however, as I am a service provider, I do not have a formal contract, I earn for service, there is no receipt or paycheck, which I received for such a service, I am a makeup artist, there is no invoice for makeup.

Could you please specify which of your documents have not been approved by the casino yet?

Please forward any relevant communication between you and customer support regarding the issue with your verification to veronika.l@casino.guru.

In addition to the months-long delay in this verification, they don't understand that I don't have proof of income, I'm still a student, I deposited almost nothing on the site to play with, and I still lost a good portion, and they won't let me play or withdraw, it seems like a joke. .

Before we move forward with your case, kindly forward the bank statement you provided the casino with, together with all relevant communication between you and customer support regarding problems with your verification to veronika.l@casino.guru. Thank you very much.

I already sent the email a few days ago. With the data.

Thank you very much, Lauraratoel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, I don't have a fixed income. I work in beauty salons, I don't have a formal contract, I earn for services rendered, I receive these amounts in my account at C6 bank, to which I sent the statement, and also the same statement proves my home address, there is nothing else that I can do.. I don't have other accounts in my name. and there is nothing edited in the c6 bank statement. I've already sent documents that prove that I'm the owner of the account, I've already taken a selfie with written paper, day date... account login name, everything... everything very well explained, now I don't have a paycheck, I'm a provider of service, I have no way of proving my income, only my account statement, which is one of the options they say is valid, but they never validate it, there is also proof of address and residence.

Dear Lauraratoel,

Although you replied and provided some information, I cannot see anything new or relevant to the case, and basically, none of my questions have been answered.

Can you please go through my previous post once again and answer my questions?

I edited my post, and to simplify it, I highlighted all the questions.

Looking forward to hearing from you.

Come on, all my money comes from me, because I'm a marketing employee at a beauty salon, and I'm also a makeup artist, something that's beside the point, but as I earn for hours or days of work, in this case a daily rate, I I don't have a paycheck, proof of income, these amounts are paid to me via pix by my employer, in this case boss, I joined the stake website, under the influence of some friends who told me that they were having fun and making money and that it was safe, I soon entered, they all warned me that I needed to verify, the stake has 4 verification levels. All of them, without exception, can withdraw and deposit at level 2, at this level I have been verified for a long time, and even so I am prohibited from withdrawing, I was informed that I needed mandatory proof of income and address, all the ones I sent were not accepted, so there is a document that I edited because I had no alternative, in addition to proof of address they ask me for proof of payment of proof of address for the last 3 months, I don't keep proof, that I make payments at the lottery, only if I start saving now, but it still wasn't accepted, what's the point of the receipt... it was proof of income, I only have the statement from my c6 account, which I receive payments from my boss, and I make transactions, it even serves as proof of address, as it has my entire address there, and under the terms of the stake it states that a bank statement is acceptable as proof of address, it is a series of factors that led me to look for you, including the balance value, as it is only 281 and not I won, I lost, I deposited 800 or 600, I don't even remember, it seems that the website refuses to accept my documents, even original ones, it charges me more than what it was for all my friends, who are quite a few I believe more than 10, none I needed it all...

Alright, Lauraratoel. Thank you for the additional information.

However, if you were an employee, you would have had a contract. In addition, if you made deposits with PIX, a bank statement from C6 bank may be irrelevant, but we cannot be sure about it because you have not answered all of my questions anyway. Last but not least, online casinos really do not like edited documents.

Now I would like to invite Stake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stake Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

Is there a chance that the player could pass the KYC/verification? If yes, how, and what documents would be necessary to provide?

If it suits you better, feel free to reply to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear, Mam.

We deeply regret any inconvenience you may have encountered during the verification process. We understand and acknowledge your frustration and concerns regarding the necessary documentation. Please be assured that our primary goal is to uphold a secure and compliant environment for all our players.

We are reaching out to inform that the verification level 3 and 4 were rejected 04 days ago and no documents have been uploaded since.

After verifying with the relevant team, it appears that the acceptable documents have not been uploaded correctly, which has resulted in the delay of your account verification. Please, we would like to inform, once more, that Bank statement or credit card containing the monthly transactions (in some cases bank statement will not be accepted), as per describe in the article (acceptable proof of address) sent to you by one of our Support agents in your last assistance.

We have clarified the specific requirements to facilitate the progress of your verification process. For Level 3, we kindly request you to submit a utility bill and proof of payment for the last three months. For Level 4, it is essential to provide both a payslip and a bank statement covering the last three months. It's crucial that the salary indicated on the payslips is verifiable on the corresponding bank statement. Once you have gathered and uploaded these documents as per the specified requirements, we will promptly forward them to the team for expedited review of your account. Your prompt attention to this matter is greatly appreciated.

Kind regards, 

Dear Lauraratoel,

Can you please confirm you were informed about further proceeding by one of the casino's Support agents, as claimed above? What exactly was in the mentioned article?

Do you live at the address that is stated in your ID (or bank statement) or at a different place? Is the address in your ID the same as the address in your bank statement? If not, what address did you register in the casino with?

Who pays the utility bills for the place you live?

Based on what agreement or official document do you work for your boss? What do you receive as payment/salary confirmation from your boss? Do you at least receive regular payments from him?

I give up, unfortunately I won't have these documents, unfortunately I will lose this money, matter closed, please don't play at stake, without all these documents.

Dear Lauraratoel,

After gathering all the necessary information, we are closing/rejecting this complaint.

To at least sum it up somehow, these are the main factors that led to our final decision:

• Inability to prove the origin of your income (origin of the funds you deposited to the casino) as a part of KYC/verification, which is mandatory in most online casinos
• Unclear answers or avoiding answering specific questions, non-cooperation on your side
• Serious and non-negligible fact - providing the casino with edited/forged document
• Information/Confirmation in your last post

Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. The casino acted in accordance with its terms and conditions, and I cannot see anything we can help you with.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you too, Stake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru