Stake Casino - Verifikacija igračkog naloga je odložena.

Subject: Stake.com refuses to verify my account despite providing all available documents (€3,100 locked)

Dear Casino Guru

I am asking for your assistance because Stake.com has been refusing to verify my account despite the fact that I have fully cooperated and submitted every document that I am able to obtain.

My account currently has approximately €3,100 locked, and I cannot withdraw my funds.

PROOF OF ADDRESS

I have submitted multiple different documents, but every single one has been rejected for a different reason.

The documents I submitted include:

- Internet bill showing my address (rejected because they claimed it was a telephone bill).

- Bank statement from my ZEN account showing my full name and address (rejected).

- Bank statement from another bank showing my full name and address (rejected).

- An official government-issued document downloaded from the Croatian e-Građani portal with an official stamp showing my address (rejected).

- Account Ownership Certificate issued by my financial institution ZEN (rejected).

Every time I submit a document, Stake asks for something different instead of clearly explaining what would actually be accepted.

SOURCE OF FUNDS

When completing the verification, I honestly declared that I am currently unemployed. I only work seasonal jobs, and I have not been employed for over six months.

Because I do not have a job, I do not have payslips for the last three months.

I explained this to Stake more than 30 times through live chat and email.

My bank statements clearly show my incoming transactions. These transfers come from my family and friends, which I also explained to Stake several times.

Despite knowing that I am unemployed, Stake continues demanding payslips that simply do not exist.

BANK REFERENCE LETTER

Stake also requested a Bank Reference Letter.

I contacted my financial institution (ZEN) and asked them for this document.

ZEN officially informed me that they do not issue Bank Reference Letters because they are not a traditional bank. Instead, they issue an Account Ownership Certificate, which I submitted to Stake.

Even after explaining this and providing the official certificate issued by ZEN, Stake still refused it and continued requesting a document that my financial institution cannot issue.

MY CONCERN

It feels like every time I provide the requested documents, Stake changes the requirements and asks for something else.

I have now submitted at least six different documents for Proof of Address and several documents for Source of Funds.

Instead of offering an alternative verification method, they keep requesting documents that either do not exist or cannot be issued in my situation.

I am fully willing to cooperate and provide any legitimate documentation that actually exists.

I can also provide Casino Guru with screenshots of my conversations with Stake support, emails, my communication with ZEN regarding the Bank Reference Letter, and all documents that I have already submitted.

I kindly ask Casino Guru to contact Stake.com and help resolve this matter so that my account can finally be verified and I can withdraw my funds.

Thank you very much for your time and assistance.

Kind regards,

[Redacted]

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Dear campi91,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Are there any documents in your account that are currently pending verification? If so, have you received any communication indicating the status of your latest document submission?

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,

Attila