Stake Casino - プレイヤーのアカウントアクセスが遅延します。

I’m trying to get back into my account and reset my 2FA AS i lost access to my Authenticator codes by getting a new device and didn’t transfer old account over, my stake account is already level 2 verified and upon trying to reset the 2FA they declined my email verification and online verification test saying I manipulated evidence and used fake documents which is the same document I used to verify level 2 on stake.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you submitted your identity documents to the casino for the second time after you lost access to your Authenticator codes?

Have you used the same email for your communication with the casino as you used before you bought a new device?

Could you kindly forward me the identity documents you submitted to the casino after you wanted to reset your 2FA? My email address is veronika.f@casino.guru.

Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have emailed you the documents. Any updates?

Thank you for your email. After a thorough review of your case, we must agree with the casino's decision to permanently close your account. The documents you provided show signs of editing, which is not allowed and may be considered a serious violation. It is your responsibility to provide only authentic documents issued by official institutions. Any attempt to submit altered, false, or forged documents is strictly prohibited and constitutes a breach of the casino’s terms and conditions.

For these reasons, we must reject your complaint. I strongly advise you to refrain from submitting documents of questionable authenticity in the future. Please also note that providing fake documents is strictly against our own Terms and Conditions, and as a result, your Casino.Guru account will be permanently blocked.

Thank you for your understanding.

Best regards,

Veronika