Stake Casino - プレイヤーのアカウントは一時的に停止されています。

Hello guys,

My account has been temporarily suspended cause Stake have reasons to think that i breached their rules (25th of april). Live chat asked me to verify 2 and 3 level of verification wich were done before. So i sent a selfie with my passport and paper with nickname and date on it for 2nd level and bills for 3 last moths and proof of payments for 3rd level. Hardly but they verified it. 4th level was not required but after i asked do i need to verify it live chat said yes, you gotta verify it to lif restrictions on account. I sent bank statement for last 3 months then last 6 months with my two cards but all was rejected, they asked for payslips, told guys in live chat that im unemployed and dont have payslips but they were stabborn and all they said "you may send any document from list for 4th level". So i sent Real Estate copy of the deed or title and a property tax bill, plus proof i paid that bill. But they rejected it.

On monday 28th of april, accounts@stake responded that they want me to send bank statement and payslips for the last 3 moths, even though i told many times im unemployed to live chat and asked them to provide this info to verification team. So i respond them and asked what rules i breached and that im unemployed so i cant provide payslips.

Today 29th of april accounts@stake responded and asked me to submit requested documents which is bank statement and payslips for last 3 months, same i can see in verify tab on stake site.

I have no idea what rules i breached, they never told me exactly.

I have no idea what to do since they rejected real estate documents, but want payslips from unemployed person.

Looking forward for your reply guys. Thanks!

Dear Pokerguru,

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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Dominica, thank you for a quick reply 🙂

1 Documents i have provided: for level 2 selfie with passport in my hand and paper with my nickname and date.

for level 3 it were gas bills for last 3 months and proof of payment from my banking.

for level 4 i sent document that i have a real estate and tax bill from tax office for this property, plus added proof of paymnt of this bill. I believe it was the last documents i uploaded, it was sunday evening CET 27th april.

2 Yes, I tried to send it asap. Had issues with level 3 but eventually got verified. All documents are real photos or pdf format from banking etc which were compiled into one pdf file.

3 Most of winnings i made by winning bets. I cleared 500$ bonus once and about 2-3 for 100-130$. Also cleared another 500$ bonus but didnt paid cause account was suspended. I believe i am a profitable bettor.

I just sent you email with screenshots and trascripts.

Thanks.

Dear Pokerguru, do you have any update on the status of your suspended account or the verification process?

Have you received any additional requests for documents from the casino?

If I understand correctly, did you only participate in sports betting and not other forms of gambling on the site?

Are you still able to access your account at all, or is it completely locked for you at the moment?

Hello Dominica,

Nothing new, the emails i sent you were the last contacts, no any updates.

One time i played in casino game, i believe it was Plinko, was like 1-2$ play, thats it. All gambling was in sports betting.

The site is completely working for me except i cant use cashier and cant do bets, i can see balances etc.

Dear Pokerguru, are your funds still visible in your casino account?

Do I understand correctly that, if you complete the verification, the casino has indicated they would restore full access to your account (including withdrawals and betting)?

Has the casino specifically told you which terms or rules they believe you have breached?

Dear Dominica,

Yes, funds are visible.

Live chat said that restrictions will be lifted after 4th level done, also in email i sent you back than is a little more information. So i guess you got it correctly.

No, they never mentioned it, even though i asked them couple of times.

Thank you very much, Pokerguru, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you for assistance Dominica, have a good one!

Dear Pokerguru,

My name is Jana and from now on, I will assist you with resolving your complaint. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello! Would like to inform you that i done all levels of verification, and yesterday all restrictions were lifted, everything is working and usable. Thanks a lot for cooperation, help and your time.

I am not sure still what was the reason to suspend my account, but as of now is all fine and probably this case may be solved.

Thanks again and have a good one guys!

Dear Pokerguru,

thank you for an update. Is there any pending balance to be withdrawn?

No, everything is working instantly as it should be, no any issues atm.

Dear Pokerguru,

do I understand it correctly that there is no pending balance to be withdrawn?

Yes, correct!

Dear Pokerguru,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru