Stake Casino - Spilleren kæmper med krav til kontobekræftelse.

The SATAKE casino is asking me to verify my account, but when I send the required documents, they are not accepted. They are requesting bank statements from the last 3 months, but all my deposits were made using cryptocurrencies. It doesn't make sense for them to ask for these documents. Please help.

el casino SATAKE me pide verificar, pero al momento de mandar los documentos requeridos no me los acepta, me pide enviar extractos bancarios de los ultimos 3 meses pero mis depositos fueron únicamente con criptomonedas, no tiene sentido que me pidan esos documentos. Ayuda por favor.

Dear matiasb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Which payment method would you like to use for your withdrawal?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

• If I had already made withdrawals without any problem, all my withdrawals were for cryptocurrencies
• They were deposits, there was no profit nor any type of bonus.
• cryptocurrency
• Please send an email with screenshots to the indicated email address. I look forward to your response. Thank you very much.

• si ya habia realizado retiros sin ningun problema, todos mis retiros fueron por cryptomonedas
• fueron depositos, no fue ni ganancia tampoco ningun tipo de bono
• cryptomoneda
• envie un correo con capturas al correo indicado, espero su respuesta atentamente, muchas gracias.

Dear matiasb, thank you for the information provided.

Have you provided the casino with the proof of address?

Could you please share your transaction history?

• I have already sent the corresponding proof of address and it was not accepted.
• Sure, but what transaction history are you referring to?

• Si ya hice el envío correspondiente del comprobante de domicilio y no me lo aceptaron.
• claro pero a que historial de transacciónes se refiere?.

Dear matiasb, the history of deposits and withdrawals you made.

Ok, I already sent it to the email you provided me previously ( ). I look forward to your response, thank you.

Ok, ya le envie al correo que me proporcionó anteriormente ( dominika.l@casino.guru ). Espero su respuesta atentamente, gracias.

Thank you very much, matiasb, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi matiasb,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

I'd also like to specify that bank statements were asked from you to conduct Level 3 verification, which is verification of your address. So despite your deposits in crypto, the casino has a right to ask you for the bank statements as proof of address. This is mentioned in their terms and the articles on the website.

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 documents you received for Level 3 and 4 of KYC and for what reasons they were rejected?

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 matiasb, 

We regret to inform you that there was an issue processing your verification. For level 3, payslips were uploaded, and for level 4, only a bank statement was provided. To complete the verification process, we kindly ask that you upload the following documents:

For Level 3 verification: We request that you submit a utility bill and proof of payment for the past three months.

For Level 4 verification: It is essential to provide a recent payslip and a bank statement covering the previous three months. Ensure the salary figures on the payslip correspond with and can be verified against the transactions in the bank statement.

Additionally, documents need to be uploaded directly to Stake.com through your personal account: https://stake.com/settings/verify. Upon receipt of documents that meet our criteria, we will expedite the review process with our team.

We look forward to your prompt response and appreciate your cooperation in this matter.

Kind regards,

Thank you for the response, Stake Casino.

Dear Matias, please let us know if you have the requested documents in your possession (utility bills and confirmation of payment as proof of address, and payslip and bank statements as proof of source of funds).

Dear matiasb,

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.

Of course, I will send the files as soon as possible, thank you.

Claro que si, mandare los archivos a la brevedad posible gracias.

Hi matiasb, can you please share any updates with us? Have you managed to upload new documents to Stake?

Hi, yes I will send the documents and upload them, I will let you know here when I do it. Thanks

Hola si enviare los documentos y los subire, aviso por aqui cuando lo haga. Gracias

I will await updates from you, matiasb. I hope you can do it as soon as possible because it's already been 3 weeks since you were asked to provide the documentation. If you need any assistance, let me know. You can always contact me via email (natalia.b@casino.guru)

Hello, I have already uploaded the documents and we are waiting for a response. I will let you know as soon as I receive a response from stake support. Thank you.

Hola ya subi los documentos y estamos esperando respuesta, yo les comunico en cuanto reciba una respuesta de parte del soporte de stake. Gracias

Thank you, matiasb.

Dear Stake Casino, can you please confirm you received the new documentation from the player? Let us know when you review it and have any updates.

Dear Natalia and matiasb, 

We would like to inform you that the most recent document submission, which was rejected, occurred 36 days ago. Since then, no additional documents have been uploaded for review.

We kindly request that you clarify where the documents were submitted. Additionally, we would like to reiterate our previous message: all required documents must be uploaded directly through your personal account on Stake.com via the following link: https://stake.com/settings/verify.

Thank you for your cooperation.

Kind regards,

Thank you for the reply, Stake Casino.

Dear matiasb, can you please explain where you uploaded the documents? Can you do it again in your casino account?

I sent it to the page, in the same way in a couple of hours when I get home I will send it again, thanks for responding.

Lo envie a la pagina, de igual manera en un par de horas llegando a casa lo volveré a enviar , gracias por responder.

Dear matiasb, please confirm if you have submitted the missing documentation to your account at Stake as requested by the casino representative.

I sent the documents for Level 3, once they accept me I will send Level 4. I look forward to your response.

Hice el envio de documentos para el Nivel 3, una vez me acepten enviare el Nivel 4. Estoy atento a su respuesta.

Dear Stake Casino, can you please confirm that you received the new documents from the player? If yes, have you reviewed them?

Dear Natalia and Lukevakio,

We have received the submitted documents; however, as previously stated, scanned or digital copies are not acceptable. Five days ago, we kindly requested that the complainant provide photocopies of utility bills, along with a bank statement reflecting the payment amounts for each corresponding month.

Additionally, all documents must be submitted in an unlocked PDF format. Unfortunately, the complainant has not responded to our communication or uploaded the requested documents in the correct format.

We appreciate your attention to this matter and your prompt cooperation to resolve this issue.

Kind regards, 

Thank you for replying. I had not seen the email. I will send the documents as soon as possible. Thank you.

gracias Por responder no había visto el Mail, enviaré los documentos a la brevedad posible gracias.

I look forward to your response, casino guru.

Estoy atento a su respuesta, casino gurú.

Dear Stake Casino, please let us know if you have received and reviewed the missing documents.

Dear Natalia,

We note that we have not received any updated documentation since the previous submission, which was rejected 13 days ago.

Kind regards,

The documents have already been sent and we are waiting for a response.

Los documentos ya fueron enviados y estamos esperando una respuesta.

Dear Stake Casino, please, let us know if any new documentation was received by you.

Dear matiasb, it would be much appreciated if you could forward to me (natalia.b@casino.guru) the documents you sent to the casino for our internal review. Thank you.

Dear Natalia,

Three days ago, we emailed the complainant regarding their Level 3 document submission, which was rejected because he bank statement provided only shows tables with payment dates and amounts. It does not identify the bank or display any other transactions.

To reiterate, they need to upload both the bills and a complete bank statement that shows the bank details, all transactions, including the payments for each bill. For security and efficiency, all documents must be uploaded directly to Stake.com through their account using this link: https://stake.com/settings/verify. They can photograph and compile all required documents into a single, unlocked PDF file, but we haven't yet received a response or any new documents since their last submission.

Kind regards,

The documents have already been uploaded, I look forward to your response.

Los documentos ya fueron subidos, estoy atento a su respuesta.

Dear matiasb, I'm asking you one more time: please forward the documentation you uploaded to my email address (natalia.b@casino.guru) for our internal review, so that we can check if it meets the requirements and give you some advice if anything needs to be corrected. Thank you.

Dear matiasb,

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.

Sorry but I can't send the documents by email because they weigh more than 25mb

Disculpa pero no me permite enviar los documentos por Mail ya que pesa más de 25mb

Dear Stake Casino, could you please share any updates? Do the documents meet your requirements for passing verification this time?

Dear matiasb, you can try compressing the documents into a ZIP file and sending it to me. Alternatively, you can upload them to a cloud service or Google Drive and share access to those specific files.

Dear Natalia,

We would like to highlight that the last rejection for level 3 was over 14 days ago, and no update has been made since.

Therefore, we reiterate our previous messages informing the complainant of the required documents. Also, to accept the bank statement as proof of payment, it must be certified by the bank.

Kind regards,

Thank you for the updates, Stake Casino.

Dear matiasb, your issue has been ongoing for a few months but it seems you haven't been cooperating. Many times you confirmed uploading the requested documents, but it turned out the casino had no updates from you. I haven't received any documentation from you either. Unfortunately, I cannot keep this complaint open for such a long time because I'm not sure if you need our assistance.

Due to the aforementioned reasons, this complaint will now be rejected, however, you are welcome to request a reopening of the case if you still require assistance.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia