Stake Casino - Hráčův účet byl zablokován a jeho ověření je zpožděno.

Hello

I would like to file a complain about this casino

I registered there and placed 1 bet my account got locked, it been few months with 760$ balance, they forced me to pass 4 levels of verification.

I Have passed already 3 levels after many annoying attempts however they literally don't want me to get verified

Following their website FAQ

​You can use one of the following documents to verify your source of funds:

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

Yet I have uploaded bank statements for 3 different months as proof of payment of bills for level 3 that is approved already and today I uploaded bank statement with payslips from 3 last months for level 4 in original PDF format merged into 1 and they reject it with reason:

Your verification requires attentionThe document you send cannot be scanned or screenshotted, it must be photographed.

I'm really done with this annoying verification and company that literally makes everything to not verify their customers.

We are in 2024 when most of documents are already digitalized and they asking for photographed documents when they already got what they asked for.

Dear DRplk, 

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. 

Have you tried submitting the requested documents as photographs, not as screenshots or scans?

Have you contacted customer support to receive suggestions on the proper format of the documents?

Have you accumulated your winnings with or without an active bonus?

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, 

Veronika

Following their rules they claim PDF files are accepted, so why they reject my payslips and bank statement in PDF version as I get it like that? I would understand them and I didn't make this complain if I were uploading a screenshots or scan but I sent them original PDF files

Your source of funds document must meet the following requirements:

Please upload an original photo or a PDF file of the documents, screenshots will not be accepted

Have you contacted customer support to receive suggestions on the proper format of the documents?

They keep forcing me to send photos of my documents

Have you tried submitting the requested documents as photographs, not as screenshots or scans?

I've got payslips from the office today and I uploaded photographed payslips and bank statement, and it got rejected

Have you accumulated your winnings with or without an active bonus?

I placed just 1 single bet without any bonus, just with my real money and account is locked since months due that

This is a proof that they literally don't even check documents but they just reject them as they like.

they rejected my merged file because "I uploaded only 2 payslips" when the file had 3 payslips from July,June,May and bank statement since May to 20th July.

These are not solid and serious casinos, they just make life difficult for the winners and avoid paying them their winnings.

Hello

I uploaded them today photographed payslips next to bank statement with incoming transfers, They rejected it and also deleted my level 3 that was already verified.

They got everything they asked so far, It really looks like never ending verification like they would doing to just steal my money. In any other bookie I would be already verified 3 times but not in stake scam casino, when asked what is reason of that, support can't provide information....

Have you received any emails from the casino regarding your verification? If you have, please forward them to me at veronika.l@casino.guru.

No, I haven't, all communication was over live chat so far,

I'm really tired of this mental harassment from their side, everything only to get my money back....

I provided them everything they wanted.... even I uploaded again bills and proof of payments for level 3, they just said they can not accept them ( level 3 was approved with same documents from past months..... )

I lost my hopes to finish this verification as they just ask for more and more documents but they do not really intend to verify me..

FYI to pass level 2 verification I had to upload selfies with 2 different documents, which is approved after I sent selfie with ID and selfie with passport

Dear Veronika, 

We would like to inform you that we sent a message to the user's registered email containing a Veriff link that needed to be completed more than 7 days ago. Since no action was taken by the user, the link has now expired. Therefore, within the next 24 hours, the complainant will receive another email containing a new link that needs to be completed as soon as possible within the specified time frame.

As soon as we receive the outcome, we will promptly inform you about the next steps in the account verification process.

We are committed to keeping you updated on the progress, and we will provide any necessary information as soon as it becomes available.

Kind regards, 

Dear Stake Casino representative,

Thank you very much for getting in touch with us and providing us with a more detailed explanation of the player's case.

Dear DRplk,

Have you clicked on the new link sent by the casino to you and followed the necessary steps to continue with your verification? Please let me know about the most recent developments in your situation.

Hello

I have not receive any link from stake, all documents they requested from me, were already uploaded in their service.

Could you please provide the exact date on which you uploaded the most recent documents for verification?

They got all documents they requested already week ago.

Thank you very much, DRplk, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello DRplk,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear DRplk and Stefan,

We would like to inform you that we have sent two separate emails containing a Veriff link that required completion within 7 days. The second message was sent following the expiration of the first. Unfortunately, the user did not comply with either of our requests, resulting in the account remaining unverified.

To address this, please note that the complainant will receive—or may have already received—a third email with a verification link. We kindly request that you complete this procedure as soon as possible. Once the verification is completed, we will provide you with the next steps for your account verification.

Please be aware that this will be the third email containing the Veriff link, and you will have 7 days to complete the verification process. We suggest checking all of your email folders, including your spam and junk folders, to ensure you receive this important email. Failure to complete the process within the given timeframe will prevent you from verifying your account.

We appreciate your understanding and cooperation.

Kind regards,

Hello DRplk,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Dear DRplk,

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.

Hello,

I still not received any mail from Stake Casino. At this point I see this dispute is going to nowhere, I provided them all documents they required from me and didn't verify my account.

I would like to ask that stake just close my account and refund my deposit, I already wasted too much time on them and I don't mind to play there anymore so I think this is the best case, keep my winnings and refund my deposit, thank you.

Dear DRplk,

Did you also check the spam folder?

I'll be awaiting your reply.

Hi Stefan, yes I checked whole mailbox.

I don't want to waste more time on this anyway.

Dear Stake Casino,

Could you try to send the email to the player one more time? It appears that the player hasn't received any email from your side.

I'll be awaiting your reply.

Dear Stefan and DRplk,

We would like to inform you that we have sent another email containing the Veriff link, which must be completed within the next 7 days. It is important to emphasize that this is the fourth and final email regarding this matter. Failure to complete the verification and comply with our request will result in your account being permanently restricted.

We strongly urge the complainant to check all of your email folders, including spam and junk folders, to ensure that you receive this crucial email. Additionally, please remember that our live support is available 24/7 to assist with any questions or concerns you may have.

We appreciate your understanding and cooperation.

Kind regards,

Dear DRplk,

Could you confirm if you managed to complete the verification process?

I'll be awaiting your reply.

Hello

No I did not receive any mails from stake still.

PLEASE

as I previously said I don't want to waste my time anymore for this fraud casino

I would like to ask that stake just close my account and refund my deposit, I already wasted too much time on them and I don't mind to play there anymore so I think this is the best case, keep my winnings and refund my deposit, thank you.

Close my account and refund my deposit, thanks.

Dear DRplk,

The verification process is very important as the casino needs to verify your identity to send you any funds.

Dear Stake Casino,

Could you send the email one last time and CC me in an email sent to the player? My email address is stefan.m@casino.guru.

Thank you very much in advance.

Dear Stefan and DRplk,

We would like to inform you that the email containing the Veriff link has been sent. Kindly ensure that the verification process is completed within the next 7 days.

Please note that Stefan has been CC'd on the email for your reference.

We appreciate your understanding and cooperation.

Kind regards,

Dear DRplk,

I confirm I received the verification link. Please follow the casino's instructions and let me know once you do that.

I'll be awaiting your reply.

Dear DRplk,

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.