Stake Casino - A retirada do jogador está atrasada devido a problemas de KYC.

I have $6,181.45 usdc in my stake.com account that I tried to withdraw, but then they cancelled my withdraws and asked me to complete kyc4 to be able to play or withdraw. I was told when I had signed up that balance is always withdrawable no matter what, but that appears to be a lie since I can't withdraw.

I submitted the kyc requested and was promptly denied, I was already at kyc 2 and now they put me all the back to kyc1, leading me to think it's not really about more kyc but about stake wanting to keep my winnings. I resubmitted the kyc and was rejected again also, they are no use, saying I need to complete it and rejecting every time without telling me why even when I ask. Please help me get them to pay out and close my account.

Dear Amihanski01,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

All my personal information, ID front and back, picture of me holding my ID with a note front and back, power bill, and bank statement.

Thanks for the provided information.

Could you please explain how much you deposited in the casino and when?

Could you please explain whether you provided proof of funds similar to what the casino suggested?

Could you please specify how much was the gift you received?

I submitted a signed statement from my relative that I received $20,000 usd last year as a birthday present.

Was the document you submitted notarized?

Could you please specify how much you deposited in the casino?

Yes, of course

It was notarized, and I deposited an unknown amount, as my account is now locked and not allowing me to login

Thank you very much, Amihanski01, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you guys, I'm just hoping for some reasonable resolution from Stake, but so far they've kind of been dodging it.

Hello there,

Thank you Amihanski01 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear Peter,

We have sent your an email regarding this case.

Kind regards,

Hello Amihanski01,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Stake Casino representative.

Amihanski01, the casino has provided me with evidence that raises concerns about the integrity of your verification attempts. With that in mind, we believe the steps the casino has taken are justified. Subsequently, we will reject your complaint. Thank you for your understanding.

Kind regards,

peter