The player struggles to verify his account. She was requested to provide the casino with an additional document to complete the verification. The complaint was rejected because the player did not respond to our messages and questions.
Stake Casino - The player struggles to verify his account.
Amount: 78 ₮
Stake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
hello, the bookmaker steak blocked my withdrawal of funds and asked me for verification, problems arose with address confirmation and confirmation of the origin of funds, at first they did not accept my electricity bill, and asked me to send a payment receipt, and then they also asked me to take a picture of it all together but they accepted this document the third time, with confirmation of income, this is the situation now: first I sent them a bank statement where the receipts of wages on my bank card were displayed, they did not accept and asked me for a pay slip, which I sent them and which they also didn't accept and asked to send them pay slip and bank statement in one photo, i sent them this photo and they didn't accept this photo again and asked to send pay slip and bank statement for the last 3 months and i sent them this photo after which was refused again, I received a refusal now for no reason, I just wrote that such a document is not accepted, although this is an official document from my employer. In general, I want to note that the bookmaker deliberately delays the verification, and does not want to pay out the winnings.
Automatic translation:
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1 year ago
Hello Gaynanova32,
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?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
verification has been going on since April 10th, ID photo approved, photo of me with ID, photo of electricity bill, photo of proof of income not approved. The last time they wrote to me that the proof is not suitable, but did not indicate the specific reason why it is not suitable.
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1 year ago
Thank you Gaynanova32 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello, Gaynanova32,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. 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 state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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1 year ago
Dear Branislav,
In regard to the above, we confirm that the documents provided by the User to be verified at Level 4 are unfortunately unable to be accepted.Although this User has provided a recent bank statement which seems to display a salary, we require a recent payslip also which confirms the amount received and the account that these funds go into.
In this case, it seems that the User has not uploaded such payslip but rather a statement confirming their employment. This is why the account is yet to be verified.
Once done, we will inform our KYC team to review the account.
Best,
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1 year ago
Dear Gaynanova32,
I am sorry for the delay.
Are you please able to provide the casino with the requested document(s) and let us know once it is done?
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1 year ago
Dear Gaynanova32,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, Stake Casino team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
