I have completed the required documents and the first 3 levels of my account review in exactly 15 days. However, even though I send every document requested at Level 4, it is rejected every time. The answer given to me was "if it is rejected, send a different document" but the problem is, I sent all the documents I could regarding the bank statement and payslip. I don't have any other documents I can send. Please someone help me.

Dear hardt,

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.

• Could you please advise if you contacted the support regarding the verification issue? What response have you received?
• Send me the recent communication between you and the casino regarding the issue. My email is [email protected]

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

Yes, I contacted both live support and e-mail approximately 50 times. But they just send me the same answer and they don't help me in any way. I received the documents I sent from the official institution of my country and I sent the bank statement as evidence from several different banks, but they did not accept any of them and I did not receive any response as to why they rejected them.

Now i sent you some screenshots

Will u help mr. Tomas?

I checked the casino's help center and I found this article. https://help.stake.com/en/articles/5328395-acceptable-documents-for-source-of-funds

Are you able to submit any of the documents mentioned in the article to the casino as proof of the source of funds?

Yes ? already uploaded multiple times, salary, loan, bank statement payslip etc.

Help?

Thank you very much, hardt, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) 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 hardt,

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

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 explain why the provided documents for the 4th level of verification were not accepted?

In case of any supporting evidence, feel free to to send it to my email [email protected].

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear Sir,

We confirm that the verification team has reviewed the material uploaded by you and confirmed the same. Your account restrictions should now be removed.

If there are any further questions or issues, please let us know.

Best,

Thank you for the reply, Stake Casino.

Dear hardt, can you please confirm that your account is now fully verified?

Dear hardt,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.