Stake Casino - Player struggles with document verification.

My issue with Stake is that they suspended my account until all four verification steps are complete. For the third step, they requested a credit card statement. They rejected it and asked for the last three statements along with their corresponding payment receipts, which they also rejected. I spoke with support and they asked me to upload a utility bill (water, electricity, gas), which I do not have.

I would like them to accept my credit card statements as these are valid documents for verifying step 3 according to their own policies. I'm providing the attached image for clarification.

Hello mercaugda30,

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 is the verification ongoing? Can you please clarify how is it possible that you do not have any kind of bill that you can provide to the casino? When was the last time you contacted them and what was their response?

Please note that the bill serves for verification of your address and it is separate from the card as it is required to verify the payment method and source of income.

Looking forward to your answer.

Regards,

Nick

How are you?

1-I carried out the verification more than a year ago but I restarted it 1 week ago since I need the money urgently.

2-I do not have utility bills in my name... I live in my brother's house and the gas, water and electricity services are in his name.

3- the last time I contacted them was yesterday. (06/03). What I propose to them is that according to their terms, a credit card summary is enough to verify level 3 (address). Not happy with this, they asked me for the last 3 and their respective payments. I give it to them and they ask me for something else again...

In short, I don't understand why they ask me for something that I present as they demand it, knowing that they are not going to accept it.

Hello mercaugda30,

Does the credit card statement contains the same address as your ID?

How are you... if the extract has the same address as the ID. They began to ask me for other documents, including a deed to my house or apartment, I passed them on too... and they rejected it again without giving me a reason... I attached their new note of requirements and my property title.

• Sorry, since we are here to avoid confusion, I would like to show you the credit card summary that I provided so that you can see that my address is completely checkable. If you need me to send you the pdf or some more detailed document, request it without inconvenience.
• greetings!

Thank you mercaugda30 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

Okay! Thanks to you.

Dear mercaugda30,

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. I have found this rule in the casino's T&Cs

4.8 Stake reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a Player. Stake reserves the right to restrict the Service, payment or withdrawal until identity is sufficiently determined, or for any other reason in Stake’s sole discretion. Stake also reserves the right to disclose a Player’s information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Stake (owner and operator of Stake), and by using the Service, you acknowledge and consent to the possibility of such disclosure.

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?

Yes, Michal, the verification procedure requested by stake seems perfect to me, what I don't understand is why they asked for and rejected the following documents to confirm my current address:

1- card summaries.

2- last 3 summaries with their receipts

3- Now I asked for a letter at work giving the ok of my current address and it was also rejected.

I'm complying with everything but I don't know what else to do, I'm waiting for stake's response to see if they ask for something reasonable.

Dear Sir,

We extend our sincerest apologies for any inconvenience or frustration you may have encountered during the verification process.

Please be advised that the document submitted for Level 3 verification was rejected due to a discrepancy in the address compared to the information provided for Level 1 verification.

We kindly request your cooperation in updating the details for Level 1. Subsequently, we would appreciate it if you could submit the utility bill bearing the same address as Level 1, under your name, along with the proof of payment from the last three months.

Our team will then review and proceed with further processing.

Thank you for your understanding and prompt attention to this matter.

Kindly contact us once all necessary documents have been uploaded through the verification page.

Kind Regards,

Stake good afternoon. The situation is the following:

I currently live in maximum peace 876, as indicated by my credit card statement that I uploaded and then uploaded again with its corresponding receipts from the last 3 months. By not letting me upload those documents and not taking them as valid, neither the title of my house nor the letter from my place of work, after several days, the municipal tax of the property that I have in my name (but that in reality My wife lives from whom I am estranged) the services were left in my name but she pays for them and we are not on very good terms... what occurs to me is from now on to pay for the next 3 months to have the documentation they ask of me .. although I really live in maximum peace 876... as I put it at level 1, as it says in my card statements and as it was in the letter from my company that they also rejected... I wanted to be as honest as possible that's why I got so frustrated .

Dear Sir,

We extend our sincerest apologies for any inconvenience or frustration you may have encountered during the verification process.

Please be advised that the document submitted for Level 3 verification was rejected due to a discrepancy in the address compared to the information provided for Level 1 verification.

We kindly request your cooperation in updating the details for Level 1. Subsequently, we would appreciate it if you could submit the utility bill bearing the same address as Level 1, under your name, along with the proof of payment from the last three months.

Our team will then review and proceed with further processing.

Thank you for your understanding and prompt attention to this matter.

Kindly contact us once all necessary documents have been uploaded through the verification page.

Kind Regards,

Dear mercaugda30,

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 Michal, thank you very much for your help... momentarily I am going to do what stake told me. You can close the case, maybe in the future I will ask you for help again. Greetings!!

Dear mercaugda30,

I'm glad the situation has been clarified. I can only advise you to please cooperate with the Stake team in providing the requested documents for level 1 verification and subsequently for all other levels for a successful KYC and AML check. I have my fingers crossed that this won't take too long and you will successfully finish the KYC and AML verification.

As per your confirmation, I will now close this complaint. I would like to thank both parties for their cooperation. We will now close it as "resolved" in our system. Please do not hesitate to contact us again if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino Guru