Stake Casino - Hráč má potíže s ověřením účtu.

Hello, I'm facing an issue where I can't seem to confirm Level 3 and Level 4 verification. I've read through all the FAQs, followed the instructions to submit the relevant documents (bank statements, electricity bills), but everything has been rejected without any clarification either from live support or via email, just copy/paste responses from the FAQ. Document review takes about ~7 days and even prompting through live support to review it. This is the first time I've encountered such poor communication, especially with an unresponsive verification process. I see that competent people are working here and hope to resolve this misunderstanding quickly and simply, without having to waste time and energy writing negative reviews on Trustpilot and other platforms.

Hello Sapnininkas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Thank you for the prompt response! The account has been frozen since October 23. Level 1 and Level 2 - my identity is confirmed. Now I am trying to pass Level 3. Proof of address. I sent an electricity bill, which indicates that it was paid for a 3-month period, also showing my name, surname, address, and the logos of electricity providers. I don't know what else could be missing? Stamp from electricity providers? I sent in various formats: PDF, photo of printed page, printed and scanned, print screen. In English and my native language. I also tried to send a bank statement, but according to the FAQ, it may be rejected, so I didn't try anymore.

I received the last email from support yesterday, just to follow what is written for Level 3, no more details. For Level 3, it says:

Please provide your proof of address. All documents must be laid on a flat surface with all 4 corners inside the frame. All information should be clear and identifiable.

Please upload a utility bill and proof of payment for the last 3 months.

Thank you Sapnininkas for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Sapnininkas,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply. In the meantime, could you please send me the documents you provided for verification to my email (natalia.b@casino.guru) so that I can review them?

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the player's documents for Level 3?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Madam,

We sincerely apologize for any inconvenience or frustration you may have experienced during the verification process. We fully understand your concerns regarding the documentation required and wish to assure you that our foremost priority is maintaining a secure and compliant environment for all our users.

We would like to inform you that the Level 3 verification was unfortunately rejected 19 days ago, and since then, no further documents have been submitted. Upon consultation with the relevant team, it has been identified that the necessary documents were not uploaded correctly, leading to a delay in the verification of your account. Specifically, for utility bill, it was noted that separate documents for the utility and proof of payment were not provided. To rectify this, you will need to submit a utility bill from the past three months (which must include your name and address) along with proof of payment for that utility bill for each month.

For Level 4 verification, it is imperative that you provide both a recent payslip and a bank statement from the last three months. It is important that the salary figures on the payslips can be cross-verified with the transactions listed on the bank statement. Once you have compiled and uploaded these documents in accordance with the requirements, we will ensure they are quickly reviewed by our team to expedite the verification of your account.

We greatly appreciate your prompt attention to this matter and are here to assist you through each step of this process.

Kind regards,

Thank you for the reply, Stake Casino.

Dear Sapnininkas, I have received your email with the files attached. I can see only one file for a utility bill, which is a machine-translated to English electricity bill. It also has 3 different addresses, one of which supposedly correlates with the address on your bank statement.

Could you please provide the original document? The one you shared doesn't seem suitable for verification purposes.

Would you be able to provide the casino with the proof of payment for the utility bills as well as requested in their last message?

Regards,

Natalia

Hello, Stake casino, thank you for your response!

I have a few questions:

1)Firstly, you requested a utility bill with payment. It is stated on the document I sent that the bill has been paid. If that is not acceptable, could you please explain how I can upload both the bill and the payment to the website when I can only upload one file?

2)Level 3 states that an address confirmation and a utility bill need to be provided, but the FAQ states:

"You can use one of the following documents to verify your address:

*Utility bill ( electricity, water, gas, or rent bill )

*Bank or credit card statement (in some cases, a bank statement cannot be used)

*Council tax, municipality bill, or government tax letter

*An official letter from your employer or educational institution confirming your address stamped and signed

*Tenancy agreement

*Bank reference letter - A bank reference letter should be just an informative letter with some of your and bank information. This letter should be in English and must meet the following requirements:

Shows full contact of the bank

Shows your full name and address

Shows the date of account issuing and the type of account

Shows the date of issuing of the letter"

Question: Can Level 3 documents be sent as per FAQ?

3) My native country is Lithuania, what language would you advise me to send the documents in? Original Lithuanian documents or translated into English?

Dear Sapnininkas, have you provided the casino with the requested documents (utility bill for the last 3 months and the proof of payment)?

Hello,

Sent. Waiting for reply 🙂

Hey,

My proof of address was rejected once more. I have added 3 separate bills for electricity and 3 payments for those bills. I don't understand what's wrong and why it's so hard to prove address at 2024. Even banks are validating quite easy with simple electricity bill without any payment. I have sent to stake bill + payment.

Natalia, maybe you could comment? I have sent you an email with my electricity bill.

Thank you for the email, Sapnininkas.

Dear Stake Casino, could you please explain what exactly was the reason for rejecting the player's documents now? As I see, the player provided you with 3 utility bills for electricity for the last 3 months and the proof of payment for each bill as separate transactions, according to what you requested from her.

Was it uploaded in the wrong format? Do you need the whole bank statement for the last 3 months where the payments for electricity bills are displayed? Any specifications would be much appreciated because it is quite difficult for the player to provide you with the correct form of the documents if you do not explain what was the issue.

Dear Madam,

We appreciate your patience during the review of your case.

The relevant team has informed us that, for this specific case and for Level 3, it is necessary to upload the full bank statement covering a period of three months. Therefore, we require the complete bank statement, the utility bills, and proof of payment for that period.

For the remaining level, once Level 3 is approved, we will inform you of the necessary documents to upload.

We greatly appreciate your prompt attention to this matter and are here to assist you at every step of the process.

Kind regards,

Dear Sapnininkas, have you checked the casino's reply? It is required that you upload the whole document for a bank statement, and not just selected transactions. Please, let us know when it's done.

Hello,

I have uploaded full bank statement and electricity bills. Rejected once more. It's easier to open a bank account in a foreign country then verify account in a betting site 😀

Dear Madam,

We appreciate your patience during the review of your case.

Could you please upload the documents from your most recent attempt once again?

We greatly appreciate your prompt attention to this matter and are here to assist you at every step of the process.

Kind regards,

Dear Sapnininkas, have you tried to upload your documents once more as asked by the casino representative?

Hello, I have uploaded documents again yesterday. Waiting for the answer.

Thank you, Sapnininkas.

Dear Stake Casino, please check if the documents are correct now and let us know when you have news.

Dear Madam,

We are pleased to inform you that your Level 3 application has been approved.

As part of the Level 4 process, you are required to provide a bank statement and a payslip confirming your income for the past three months.

Furthermore, it is essential to submit clear photographs of the original documents, ensuring all information they contain is visible. These documents can be merged into a single PDF file.

We appreciate your understanding and prompt response to this request. Please let us know once you have uploaded the required documents through the verification page.

Kind regards,

Thank you for the updates, Stake Casino.

Dear Sapnininkas, let us know as soon as you provide the casino with the requested documents for Level 4 verification. Do you have such documentation in your possession?

Hello,

I have uploaded working contract and bank statements where it shows my salary for last 4 months. Waiting for review.

Hey,

My documents for level 4 was rejected. I have attached this year's bank statement with 4 months of payments from my workplace and I have added my contract. I don't know what to add else... Natalia, I have sent you an email with documents provided, maybe you can comment on this?

Dear Sapnininkas, could you specify if you do not receive any payslips from your employer confirming your salary paid out to you each month? Maybe if you could contact your employer, they would be able to provide you with the payslips?

Additionally, the casino asked you to provide photographs of the documents and you have uploaded scanned copies. It is important to follow the requirements and upload documents in the correct format.

Hello,

1) Unfortunately our country doesn't provide payslips. Our country is very technology based and it's digital - bank transfers, which you can clearly see in my bank statement. It matches company, where I'm working and the same amount, which is in contract, so is it really a problem there?

2) I took photos of my contract and sent again for level 4 verification.

My documents were rejected. Sent it to you my updated documents for Level 4.

Dear Sapnininkas, could you please send it to me once again? I received your email but it was blank (no text, no attachments).

I believe the problem may be caused by the date of your working contract too, which was older than 6 months. Do you think it would be possible to ask your employer to provide you with an enclosure/appendix for your working contract, which would confirm that your working contract is still valid and up to date?

Dear Stake Casino, could you please specify if this update for the working contract will work since the player doesn't get payslips?

I'd like to point out that it is still formulated on your website (https://help.stake.com/en/articles/5328395-acceptable-documents-for-source-of-funds) in such a way that solely a bank statement would be sufficient for verification:

• Salary ( You will need to send us a recent bank statement indicating receipt of your salary or original of your payslip )

Hello,

I have sent to you once more, now it should be okay.

My working contract is two years old, but I'm receiving payments to my bank account all months for 2024, so it makes sense that I'm still working and maybe we can solve things easily? Thank you for understanding 🙂

Dear Madam,

Unfortunately, your recent documents were not accepted.

Could you please upload the bank statement and work contract again, and also provide a letter from your employer. This letter should include your name, your employer's name and contact information, your job title, the dates of your employment, and the amount of income you received. It must be stamped and signed by your employer.

Once again, we appreciate your understanding and cooperation throughout this process.

Kind regards,

Dear Sapnininkas, thank you, I have received your email.

I'd recommend you contact your employer and ask them to prepare a letter of confirmation that you're still employed as per the reply from the casino. Would this cause you any trouble? Let us know.

It's not USA and there is no such a format.

Basically what Stake casino said:

"This letter should include your name, your employer's name and contact information, your job title, the dates of your employment, and the amount of income you received. It must be stamped and signed by your employer."

Everything is in my working contract. Maybe a simple solution can be that I would ask my employee to sign a working contract again as confirmation that I'm still working? As I said, all criteria, which are mentioned can be seen in that contract, just it's 2 years old. If it would this years contract it would be okay?

Dear Sapnininkas, please let us know if you have managed to get any document, that would be up-to-date and contain all the requested information.

Hello,

All good, finally I have verified and cashed out my money. Thank you very much!

Dear Sapnininkas,

Thank you for the confirmation, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru