Stake Casino - 書類の問題により、プレイヤーは資金を引き出すことができません。

I am asked to upload non-existent documents. I have passed 3 levels of verification, and uploaded documents from my place of work for the source of origin of funds, but they do not accept them without explaining the reason and ask to upload another source of origin of funds. Unfortunately, I do not have another source of funds, and I cannot provide them with other documents. What should I do?

Меня просят загрузить несуществующие документы. Я прошел 3 уровня верификации, и загрузил документы с места работы для источника происхождения средств, но они их не принимают без обьяснения причины и просят загрузить другой источник происхождения средств. К сожалению у меня нет другого источника средств, и других документов я не могу им предоставить. Что мне делать?

Dear bivoldmitry8,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’re facing. To help you resolve this issue, could you please provide more details about the following:

1. Could you confirm the specific documents you’ve already submitted for the source of funds and the dates on which they were uploaded?
2. Have you received any feedback from the casino regarding why the documents from your place of work were not accepted, or any explanation about what exactly they require instead?
3. Did the casino provide you with a clear list of acceptable documents for the source of funds, and did you ask for clarification on what could be provided in your case?
4. Have you been able to contact their support team directly to explain your situation and ask for alternative solutions?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

1. I have uploaded a bank statement with funds deposited from November to the present day and pay slips from my place of work for the last 3 months (for each month). All documents are official with a signature and seal. They were uploaded on 26.02.

2. Just a refusal, without explanation. Instead, they demand another source of funds, but I have only one source, my work. It turns out that they demand from me something that I cannot physically provide.

3.They gave me a list of documents, but I have no other source of income except my job. They insist on providing the documents from the list.

4. The chat is always in touch, no one is willing to help me solve my situation. They only send me a list of alternative documents

1.Я загрузил банковскую выписку с зачислениями средств с ноября по сегодняшний день и расчетные листы с места работы за послнедние 3 месяца(за каждый месяц). Все документы официальные с подписью и печатью. Загружены были 26.02

2.Просто отказ, без пояснений. Вместо этого они требуют другой источник средств, но у меня только один источник, это моя работа. Получается они требуют от меня то чего я не могу предоставить физически.

3.Они дали мне список документов, но я не имею иных источников дохода кроме моей работы. Они настаивают на предоставлении документов из списка.

4.Чат всегда на связи, на встречу мне никто не идет в решении моей ситуации. Они только мне присылают список альтернативных документов

Thank you for your reply. Please forward me the communication between you and the casino customer support regarding the verification requests at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear bivoldmitry8,

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.