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 altugturt,

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.

• Did the casino clarify what was wrong with your documents?
• Have you provided all the required documents in the correct format?

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,

Kristina

Yes, as they said, I submitted my bank statement and payslip with the signature and stamp of my employer. But it is still rejected. Can you please help? Yesterday I deal with this about 8-9 hours straight. And today I went to my employer for signature and stamp and send the documents like that. Again it's rejected by them. They don't even tell me why it is rejected.

I got a new reply from customer support and it says: "You will need to upload your bank statement and the pay slip for the last three months. You have uploaded pay slips and bank statement, but we do not see that you have received these submitted salaries on the bank statement.

Please upload them again with these instructions and make sure you send the photographed versions since our team in charge doesn't accept any digital formats.

Once you have submitted again, please contact us again."

But the problem is that my salaries are clearly visible in the document. It looks like they're lying about that or they're just blind to see it.

Could you help me Mrs. Kristina? Because I have been dealing with this problem for whole day.

Well, there is a new update. I apply for a loan and it's accept it. I send the original documents, photographed, stamped and signed by the bank. Still rejected. I really don't understand why they're not accepting the documents. Because all I can do is this. I don't have different documents.

Thank you very much for your reply, altugturt. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, thank you for answering. I send the whole conversation from mail. Thank you for your help.

Thank you very much, altugturt, for your cooperation. 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 altugturt,

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 and we'll see what can be done when they reply.

In the meantime, could you please send me the document you uploaded for your Level 4 verification (merged payslips + bank statements) so that I can evaluate it and come up with an idea of why it could be rejected? My email is [email protected], thank you.

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 the reason for declining the documents the player has been providing for Level 4 of KYC?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Thank you so much, I will send you the documents in few minutes. Also because of what they did, I lost around 6.000-7.000 Turkish Lira. Because I had around 26-30 bonuses was waiting for me to open on slots. And they dissapeared because they blocked my access to the games.

Dear Natalia,

We have sent you an email with all the details regarding this case.

Kind regards,

Dear Stake Casino, I have replied to your email, there are some things I'd like to clarify. Let me know if you have received the email.

Dear altugturt, I'll share updates as soon as I have more information from the casino, thank you for your patience.

Dear Natalia, thank you for your help. I really appreciate it.

Dear altugturt, 

We kindly request that you send all these documents for level 4 verification (loan agreement, bank statement with the loan amount, and payslips for the last 3 months which are stamped and signed).

Please upload these documents directly through your personal account on Stake.com: https://stake.com/settings/verify. Once we receive documents that meet our requirements, we will prioritize the review with our team.

For convenience, you can upload all the documents as a single PDF file. Please ensure the file is not password-protected or encrypted, as we are unable to process secured documents.

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

Kind regards, 

Stake.com

Dear altugturt, the documents you shared in your email to me (payslips and loan statement) seemed not to reach the casino for some reason, so please resubmit them as requested by the casino representative so that the responsible team can check them. Let us know here when it's done, thank you.

Hi Natalia, thank you for your response. I've sent the documents to them again. Payslips, loan agreement and bank statements. Also may I ask how do they plan to compensate for my loss in the meantime? Because I lost 30+ bonuses in this time. I was doing a bonus hunti and I couldn't open the bonuses because my account was restricted. Since it has been over 1 week, the bonuses have disappeared along with my money.

Dear Stake Casino, please check if you have received all the requested documentation from the player.

We'll be looking forward to the results of the review.

Dear Natalia and altugturttt, 

We would like to inform you that following a thorough investigation, we have identified misuse of our platform associated with the users account. Our review has uncovered activities that is inconsistent with our terms and policies, specifically clause 4.10, which has led to the decision to permanently restrict the account due to these violations.

Additionally, it is important to note that the complainant was permitted to withdraw their funds, and this transaction has already been successfully completed.

We appreciate your understanding and cooperation in helping us maintain a fair and trustworthy environment for all users.

Kind regards, 

Stake.com

Dear Stake Casino, thank you for the reply.

Here's what clause 4.10 means, according to the terms of the casino:

4.10 Should Stake have reason to believe that You have registered and/or used more than one Stake Account, or colluded with one or more other individuals using a number of different Stake Accounts, Stake shall be entitled to deem such accounts as constituting multiple Stake Accounts, and suspend or close all such Stake Accounts. Stake will also be entitled to retain the funds till the Player proves that he did not attempt to create multiple accounts.

Could you please send me an email (at [email protected]) with the supporting evidence for your accusation in multiple accounting? Thank you.

Dear altugturt, can you confirm the successful receipt of your funds?

Hi Natalia, they don't have to send you evidence for multiple accounting. I have 2 accounts on stake but it's because I stopped using the first account I have there. I used one of the content creators code on my new account because I wanna to support him. Also I got my funds on my wallet but still I had +31 bonuses on 31 different games. I didn't get them because they didn't let me to take. Also 29 of them is dissapeared because they restricted my account for more than a week (still restricted) I want refund of them too.

Also I wanna to ask. Do these rules apply to streamers and youtubers? Because most of them have multiple accounts ^^

Have you created the second account, even though you still had access to your first one, altugturt? Or have you forgotten about the previous account?

I'm afraid, it is completely forbidden to have more than one account in all online casinos, one person is entitled to open only one account in their own name, and this rule is usually mentioned in the terms and conditions. By deliberately creating more than one account, you breach the terms and conditions, with which you agreed when signing up.

I created a second account because I didn't wanna use my first account. Like I said I wanna to support a content creator. As they can check I didn't use the first account for a long time. Also I don't think there is a way to close/deleting your account. Atleast I couldn't find it.

Dear altugturt, please, check the casino's terms here:

4.9 Only one Stake Account per Player is allowed. Should You attempt or successfully open more than one Stake Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Stake Account, Stake will be entitled to immediately close all Your Stake Account(s), retain all monies in such Stake Accounts and ban You from future use of the Website.

4.10 Should Stake have reason to believe that You have registered and/or used more than one Stake Account, or colluded with one or more other individuals using a number of different Stake Accounts, Stake shall be entitled to deem such accounts as constituting multiple Stake Accounts, and suspend or close all such Stake Accounts. Stake will also be entitled to retain the funds till the Player proves that he did not attempt to create multiple accounts.

4.11 If you notice that you have more than one registered Stake Account you must notify us immediately. Failure to do so may lead to your Stake Account being blocked and the funds retained.

Unfortunately, your actions can be considered fraudulent because it is strictly forbidden to create duplicate accounts. If you ever want to close your existing account you need to contact casino support and communicate your reasons to them. According to the terms, you cannot simply create more accounts and, in this situation, the casino acted as per their terms. Please, be careful with this in the future.

Due to the aforementioned reasons, this complaint will now be rejected. 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