Stake Casino - プレイヤーのアカウントが閉鎖され、資金が遅延します。

My name is R. D., and I came across your contact information while searching for assistance regarding an issue I’m experiencing on Stake.com.

I have $7,000 currently stuck in my account, which was suspended despite successfully completing verification levels 1–3. I submitted the required documents for level 4 verification, but they were not approved without a clear explanation. Additionally, when I contacted support using my registered email, they claimed it was not the correct one, which has made it impossible for me to proceed further.

I have made multiple attempts to resolve this issue through regular support channels, but I have not been able to receive a satisfactory response. I would greatly appreciate any guidance or assistance you can provide to help me regain access to my account and withdraw my funds.

Dear razdanino00,

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 [email protected], 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

Dear razdanino00,

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.