Stake Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom naloga.

I’ve opened my account with stake.com for

About a year ago , rite when i opened I provided them with the documentation needed for the account verification so my account was fully verified, couple weeks ago I made couple deposits of couple thousands dollars , I went on the winning streak on nba playoffs sport betting and withdrew successfully about $3000 for almost 5 to 6 times . Stake.com

Then decided to retain the $ 3525.15 and not allowing me to do any withdrawal and telling me that they need the documentation and the following where asked 1. Identity verification ( they asked for my photo of my ID Front and back and picture of me holding the driver’s license and writing the day in wich I submitted , with success the stage 1 was fully completed . 

 For the step 2 or called level 3 verification was for

proof of address ( that’s where all the issue started ) they asked for one of the following options : Utility bill

• E.g. electricity, gas, water, Internet, and TV bills Council tax, municipality bill or government tax letter - Social insurance statement - An official letter from your employer or educational institution confirming your address stamped and signed - Tenancy agreement - Bank reference letter In this case, your bank/credit card statement can't be used. They said Documents submitted should be original photos or unlocked PDFs of all pages (no screenshots or digitally edited photos) All documents must be issued within the last 6 months and need to be in the latin international format.

 I spoke with one of the live agents and explained to them that I do NOT have utility bills under my name as my rental bills are all inclusive on the rental . They then told me to get a bank reference letter that included bank contact info ,full name and address ,date of account issuing and account type and date the letter was issued , I then took a day off work and went and got the letter fully stamped and signed as you will

See under the attached documents, once I uploaded they Said to attach the last month bank statement and I also did that , they then refused and they told me the reason was because it couldn’t be a pdf file but a picture , I then went and print and took clear pictures and sent it to them and they refused several times , they then told me to get a an official letter of my employer confirming my employment , address , stamped and signed , I also did that and they also refused and claimed that the letter wasn’t stamped and you will definitely see it stamped on the attached pictures , they would really denying my documents regardless and claiming I did not included something that I clearly did , and evertime id upload a pdf they keep saying they need to be a picture and vif was a picture they say they’d need a pdf I have done both several times but nothing they been repeating the circle everyday for almost weeks now , every time I chat with the only way they provide contact wich it’s an online chat , the operators always refusing for providing me with the LEAD on shift that I always requested and they always say they do not have no one to in charge for any of my problems .

For step 3 it’s the proof of income , also called as level 4 verification , 

They said it Must include the customer's name, account number, and bank's name and address. It must also show regular deposits and withdrawals over a period of time of 3 months A bank statement is recognized as a document for proof of source of income if it clearly shows regular incoming payments (e.g., salary, pension, fees) and if the details of both the recipient and the sender are visible. Paychecks:

Must include the employee's name, employer's name, address and gross pay. It must also cover a period of time that corresponds to the funds being deposited (e.g., if a bank statement shows a deposit of $1,000 on March 15, a pay stub from March for $1,000 would be required . I Provided 3 months banks staments and 3 months paychecks all combined they also denied every single time , I sent first in pdf and then second in picture , page by page but once again no success 

I’m writting you today to ask for your help as I don’t know what else to do , I’m in hope to at least recover the funds that are sitting on my account even if they don’t want me to play on their website every again . You’re my only hope to bring justice and I’m here to provide with anything to you for any additional information needed , since it’s my first time here I don’t really know what you will need from me , I’ll be attaching my documents that I provided to them such as bank reference letter ,bank or credit card statements, an official letter of employer screenshots of some of the our conversations, they denying provide me clarification of not allowing my withdrawal, and rejecting to provide a superior help please help 

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Dear cambajr,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the verification process.

To better understand your situation and assist you effectively, could you please clarify the following:

• Which identity documents have you already submitted and had successfully approved by the casino during the verification process?
• Which specific documents are currently being rejected or remain unapproved?
• Have you received any explanation from the casino regarding why your submitted documents could not be accepted? If so, kindly forward the relevant communication between you and the casino customer support to veronika.f@casino.guru.
• Have you been informed of any additional documents or information that the casino requires from you to complete the verification process?

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

Hey Veronica thank you for your reply

documents successfully submitted where my drivers licence .

any other document it’s being reject for proof of address , I have official letter from my employer , bank reference letter , bank statement and paystubs for 3 months are all being denied ,

when I sent the bank reference letter , they said to attach the last month bank statement with it then they just denied after I did that . The other reason they told me was it needed to be picture and not the pdf , I went to the library printed and took a clear picture then they also rejected .then when I asked why they still rejected , they would say you need to send the correct documents, then they would just swap me from agent to the other and I had to start the conversation all over again . They would swap me agents every 3 minutes as soon as I started asking questions , I’m Whilling to send you all the documents to your email so you can have a look , I’ll be sending to you email as soon I sent this , I believe at this point that I’m being sabotaged !

Hello cambajr,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear cambajr

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello cambajr,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Stake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia