Stake Casino - 플레이어의 계정이 완전히 제한되었습니다.

Hello,

The issue is not the balance in my account but rather the excessive verification process imposed by Stake. Despite providing multiple Level 3 verification documents, including utility bills with proof of payment and municipal tax documents as proof of address, my submissions have been repeatedly rejected without valid justification. Stake continues to find reasons to deny my documents, which is highly unreasonable. As a result, my account has been fully restricted, preventing me from making deposits or withdrawals, yet they refuse to accept any of the documentation I provide.

Dear Mattp,

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.

• Do I understand correctly you were asked to provide utility bills with proof of payment of said utility bills?
• Could you please specify when the communication with casino support took place?
• Could you please share with me the documents you shared with the casino most recently? Send the information to my email at tomas@casino.guru

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,

Tomas

Hi Tomas,

I totally understand that the KYC process is needed. In my case the account was hardly used and i have very minimal money in the account. From one day to the next they pushed the KYC process onto to me and aren't being clear nor are they letting me know why documents are being refused.

• yes exactly
• Yesterday it took place, it seems i have complained enough that after months they are finally giving me reasons why now after countless documents I've sent in.
• Yes, i will send the documents for my Utility bill with my proof of payment.

Thank you Tomas

I appreciate your help.

Thank you very much, Mattp, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mattp,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Mattp,

The complainant contacted our support team concerning their Level 3 document submission. This submission was rejected as it lacked the required original proof of payment for the provided municipal tax bill.

To complete Level 3 verification, the user must submit both the tax bill and corresponding payment confirmation. It is also important to note that tax bill must be signed and stamped by the issuing authority.

For Level 4 verification, please upload a recent payslip and bank statement covering the past three months. It is essential that the salary figures on the payslip are consistent with and verifiable against the transactions shown in the bank statement.

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link: https://stake.com/settings/verify. We request that all necessary documents be compiled into a single, unlocked PDF file. Please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,