Stake Casino - Player struggles with level 4 verification process.

My Stake account was temporarily suspended about 1 month ago. Stake believes that my account may have breached their terms of service under "Stake Account - Prohibited Uses. They wanted me to complete level 3 and 4 verification. My account was already level 3 verified. So I tried resubmitting my info up to level 4 but level 1 and 2 were denied for no reason. I contacted support and they told me I should take a selfie picture with my ID in hand, and a writing of my stake name with the date next to it. That was then denied so I'm not sure what I'm supposed to do and it seems like Stake is becoming unresponsive I have proof ready up to level 4 but they aren't helping me at all. Please tell me what I should do and what to send you.

Dear Davitoos, 

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? 

Have you taken your selfie in a natural light and is all the information on your ID clearly visible and legible?

Have any of your documents been approved by the casino recently?

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

I had already sent in level 1 thru 3 which were all verified around december 2023. And then after they suspended my account for a KYC check. I sent in level 1 and 2 and had the documents ready to send in 3 and 4 but they denied both my level 1 and 2 even though I sent both in the correct format which made it also unable to submit level 3 and 4.

I was told for level 1 was denied because I didn't submit the same data entered has as before which is not true because I even took pictures of it before it was ever suspended and its the exact same data.

For level 2 I was told my pictures must be clearly visible which they were and I made sure I took pictures that couldn't be disputed but somehow they are. So I contacted support and they told me instead of just taking a picture of my license front and back they told me to take a selfie picture of my face holding my ID in one hand and a piece of paper with the date written and my stake name on that paper. Which I followed and still was denied.

Everything was clearly visible in natural light it just seems like Stake is attempting to be unreasonable and unresponsive and I would like a nice and clean withdrawal which seems to be impossible on this site.

Could you please forward me all the communication between you and the casino customer support that could be relevant to our investigation? My email address is veronika.l@casino.guru.

Also, please send me the documents and photographs you uploaded to your casino profile but were rejected.

Regarding the 1st level of your verification, has the casino specified which information was different on your documents and in your profile?

Dear Davitoos,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.