Stake Casino - プレイヤーのアカウントがブロックされました。

Hi, I have account with 11k xrp(app. 5k euro). When I deposit money they blocked my account. I send them selfie and all my documents but everytime they back my verification to Level 2. They hold my deposit over 2 months. Please can you help me.

Dear mostojic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account is currently blocked due to ongoing verification?

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Listen, They have 4 Level verification, when I deposit money they blocked my account. I can login to account, but I cant use account. Money is on account. I completed Level 1 and Level 2, after that I send them Level 3, 3x times i send them proof of address, but they back again to Level 1, I send them again ID, fron back, selfie with ID, after that I send them for Level 3, proof of address, after they want selfie with proof of address, i send them, after that they want proof I pay this gas of bill, I send proof, but they again back to Level 2. Now this process is 2 months. I can send you all my documents and photos what I send them.

Thank you very much for your reply, mostojic. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I send all proofs on  kristina.s@casino.guru

Thank you very much mostojic for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I provide all documents to you colleague

Hello mostojic,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Stake Casino to join the conversation and participate in the resolution of this complaint.

Dear Stake Casino,

Can you please provide further information regarding the player's account having been blocked?

Kind regards,

Adam

Thank you for info. I waiting you.

Dear Casino Guru,

We have already replied to the player complaint in other channels and the same knows that its account was banned due to we have detected that the same has opened multiple accounts at www.stake.com.

If possible, provide us your e-mail so that we can send you the evidences that we have collected.

Best,

Stake

Thank you for your response, Stake Casino.

Please send supporting evidence to adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

We have just sent you the requested information. Please let us know if you have received the same.

Best,

Stake.

Thank you for your e-mail, Stake Casino.

Dear mostojic,

We have received evidence from the casino suggesting that your account is linked to another account. This is still being reviewed, but in the meantime could I ask you please to confirm if you have used your account for Sports Betting or Casino games?

Kind regards,

Adam

Hi, can you please provide me proofs about my multiple account??? I dont play nothing. I made only deposit without play, after deposit they blocked my account.

Hello mostojic,

I am afraid that we are unable to share evidence provided by the casino with you due to reasons of confidentiality.

However, I have requested further information from the casino and will post an update after this has been received.

Kind regards,

Adam

I never seen any proofs about fake ID, I send all documents what they need. They steal my deposit!!!!???

They can call me on video verification, they can check on authority institution my personal verification. Stake lie in this case!!!

Dear Casino Guru,

We have already sent the additional information.

Best,

Stake

Thank you for the evidence provided, Stake Casino.

Dear mostojic,

There do appear to be some discrepancies regarding your ID when it is compared to the specimen shown on the Croatian Government website. However, I am not able to conclude with any certainty that this proves your document is not legitimate.

Regarding the link to other accounts, the casino has provided evidence that shows that a second account has been created using the same IP address as your account and that this happened within one hour of the creation of your account. Also, the code that you used when you registered your account was specific to one player, and yet has been used by your account and many others.

Are you able to explain how this could be the case? Also, I asked you before to clarify if you have played casino games or placed bets on sports, please respond to this.

Kind regards,

Adam

Hi,

First of all my old ID expired and I provide my new ID. You can check this on Croatian Government.

Really I dont understand what is here fake? I can provide 100x times my ID from all other corners.

For IP I dont understand what mean this? I open account in caffee bar connected on WiFi. This is not reason to steal my deposit. Also Stake have many links what they provide on many sites, really I dont know which I click. Like this:

https://ne-np.facebook.com/100075729586171/videos/564025521359611?__so__=permalink

The publish many links on all internet really I dont know which I click.

I suggest video verification, but Stake support ignore me, nobody answer me. What I need do more to withdraw money? Stake is changed their proofs from start, first say multiple account, after that write me to provide my ID, I provide ID, after that say me fake ID, after that again multiple account. They havent any reason to steal my deposit.

I say you I made deposit without play, but Stake suspend my account without any game. ONLY DEPOSIT WITHOUT PLAY!

Dear mostojic,

I have requested further clarification of some details from the casino. Upon receiving their response I will post an update here.

Kind regards,

Adam

Dear Casino Guru,

We have just sent the information through e-mail.

Best,

Stake

Hello all,

Please accept my apologies for my delayed response.

Due to the nature of this case, it will be discussed internally at our weekly meeting. I will extend the timer and after this meeting, I will update this thread with our conclusions.

Kind regards,

Adam

Dear all,

We have discussed this case at length, and have decided that in this case, the player should have their deposit returned to them.

While there is some evidence linking the player's account to other accounts, it is not entirely clear that the player has intended to gain any unfair advantage or circumvent any rules.

Regarding the player's ID, we do not believe there is enough evidence to support that this is anything but authentic.

Therefore, we believe that the player's deposit should be returned, and the account should be closed at the discretion of the casino.

Kind regards,

Adam

Dear Adam,

We have sent you an e-mail regarding this case. Would you kindly confirm the receipt of the same?

Best,

Stake

Hello Stake Casino,

Your e-mail has been received. Due to it being the holiday season, we will extend the timer and await further information from you.

Kind regards,

Adam

Dear Adam,

Please see the last communication sent to you buy us.

Best,

Stake

Dear mostojic,

We have discussed your case further and have been unable to come to a mutual agreement with the casino. Therefore, it has been decided that the best course of action for you to take is to contact the casino's licensing authority and submit a complaint to them. They have more options and tools to help players in situations such as this.

You can contact the Curacao Antillephone NV licensing authority via e-mail, complaints@gaminglicences.com.

Please let me know when you have done so, and this complaint will be closed temporarily while we await the decision of the regulator. When the decision is known, we will reopen this complaint and proceed accordingly.

Kind regards,

Adam

Dear mostojic,

Please respond and provide an update on the situation.

I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe, this complaint will be rejected.

Kind regards,

Adam

Dear mostojic,

As we have had no further response from you, this complaint will be rejected as previously stated.

It can be reopened at any time.

Kind regards,

Adam