Stake Casino - KYC 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。

This is a complaint regarding Stake.com, not Stake UK, but I can't seem to find Stake.com.

I was playing from the UK, where Stake.com is not licensed, so I was using a false name and address for level 1 verification. I have wagered around $50k, and wished to withdraw $20k from my account, but KYC documentation was required.

I provided my UK documentation, expecting that my account would be placed into withdraw only mode. My account was placed into withdraw only mode, but I am still unable to withdraw - the website does not allow me to withdraw. Upon contacting support they told me that there are additional restriction placed on my account, such that I am required to complete up to level 4 KYC: proof of source of income, proof of address, and proof of ID.

I provided these documents, but Stake support insists that I must complete KYC using the information submitted to level 1 KYC the first time around.

I have heard of players playing in unlicensed jurisdictions, but upon providing full KYC they are usually allowed to withdraw as identity has been sufficiently proven. This does not seem to be the case here.

Attached are chat logs with live support. I also contacted support by email, but they returned with the same information.

Dear racheld511,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please bear in mind that it's the player's responsibility to make sure all the personal information is correct when they create an account in the casino. I checked the General T&Cs and I found this:

4. STAKE ACCOUNT

4.7 You represent and warrant that any information provided by You on Your application form is true, updated and correct.

4.8 Stake reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a Player. Stake reserves the right to restrict the Service, payment or withdrawal until identity is sufficiently determined, or for any other reason in Stake’s sole discretion. Stake also reserves the right to disclose a Player’s information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Stake (owner and operator of Stake), and by using the Service, you acknowledge and consent to the possibility of such disclosure.

5. YOUR WARRANTIES

5.1 Prior to your use of the Service and on an ongoing basis you represent, warrant, covenant and agree that:

t) All information that you provide to us during the term of validity of this agreement is true, complete, correct, and that you shall immediately notify us of any change of such information;

5.2 In case of a breach of any of the representations, warrants or covenants mentioned in 5.1, Stake reserves the right to close or suspend Your Stake account at its own discretion and void any bets to the extent applicable by law.

I'm sorry but providing incorrect identity information when filling out your casino profile is strictly against the Terms and Conditions, no matter what your intentions were. Since you breached this rule by entering the wrong personal details, we are unable to assist you. It is the player's responsibility to submit complete and accurate personal information that the casino can verify and the casino is not obliged to change your profile under these circumstances. I cannot imagine a scenario in which any casino would be so kind and understanding as to change your information and let you use your account.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint

Thank you for your understanding.

Best regards,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi Dominika,

Thank you for your response. I had wondered if that may be the case, but I thought it was worth asking anyway. It seems that there is no more to discuss, so this complaint can be closed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.