Stake Casino - Il giocatore incontra difficoltà nel complesso processo di verifica per il ritiro.

Hello, I have deposited 72306 usdt into Stake through 31 deposits and I've won 284.916€ from wagers.

When I attempted to withdraw a portion of my balance, I realized that the withdrawal option was disabled and I needed to complete level 3 and 4 verifications.

I have submitted the invoice for step 3 and it was rejected. They then asked me for a notarized rental agreement.

I explained to them that I do not have such a document, the only proof I have from Mexico is the invoice I have already sent them which should be valide as it meets the requirements they asked for in Level 3.

I have also clarified that I am Spanish but currently living in Mexico because my girlfriend is Mexican and I only have a receipt, not a rental agreement.

They also asked me to justify the deposited funds (level 4). 

I have emailed a screenshot of the payments made from my kucoin account to Stake, history from Revolut, and ownership certificate from Revolut to show that the funds deposited in kucoin are from my Revolut account. I also included the ownership certificate from my bank, from which I loaded my Revolut account.

With these documents, I can trace the money and prove the funds belong to me.

I own a business in Spain and can send them any tax information they need to see that I have sufficient income to support the deposits made to Stake.

I'm a tipster and have more than 500,000 followers on my social media but I don't want to leverage that to give Stake bad publicity. I hope this situation can be resolved without resorting to such measures.

After sending all of the documentation, they responded to my email with the following:

"Hello,

Unfortunately, the documents you submitted could not be verified.

Our KYC team has provided feedback on how to complete your KYC verification in the KYC section of your account.

Best regards,"

In my Stake account, it shows that I need to upload other documents for Level 3, none of which I have, something I've already told them in my email but they have not taken into consideration.

I do not even understand how I can complete Level 3 if they're asking for things I do not have. Regarding the Level 4 documents which I have already submitted, they haven't even responded. It seems like they intentionally complicate the verifications so that people give up. They justify it on the grounds of security and compliance with regulations, but in reality, they never ask for anything when you lose, only when you win. Suddenly these verification procedures pop-up, asking for unreasonable documents just to make withdrawing the funds more difficult.

What should I do then? Should I lease any flat with a rental agreement and have it notarized just to pass Level 3? They ask for such nonsensical requirements just to complicate the withdrawal process.

I hope that you can assist me as I have observed that many of the issues posted here have been resolved, thank you very much!

Hola, he depositado en Stake 72306 usdt en 31 depósitos y he ganado con apuestas la cantidad de 284.916€. 

Cuando quise retirar una parte del saldo me di cuenta de que tenia desactivado la opción de retiro y que tenía que completar la verificación de nivel 3 y 4. 

He enviado la factura del paso 3 y la han rechazado y me han pedido un contrato de alquiler certificado ante notario. 

Les he explicado que no tengo, que lo único que tengo de México es la factura que ya les envié y debería ser válida ya que cumplen con los requisitos que ellos mismos solicitan en el Nivel 3.

Les he explicado que soy español pero vivo en Mexico ya que mi novia es mexicana y solo tengo el recibo, no tengo contrato de alquiler.

Tambien me han pedido que justifique los fondos depositados (nivel 4). 

He enviado por correo electrónico una captura de los pagos realizados desde mi cuenta de kucoin a Stake, historial de revolut y certificado de titularidad de Revolut para que se vea que los fondos depositados en kucoin son de mi cuenta de Revolut y certificado de titularidad de mi banco, desde ahi cargué mi cuenta Revolut. 

Con eso se ve la trazabilidad del dinero y demuestro que el dinero es mío. 

Tengo una empresa en España y puedo enviarles toda la información fiscal que necesiten para que vean que tengo ingresos suficientes para respaldar los depósitos realizados en Stake. 

Soy tipsters y tengo más de 500.000 seguidores en mis redes sociales pero no quiero usar eso para darle mala publicidad a Stake ya que espero que se pueda solucionar sin tener que hacer otras cosas. 

Después de enviar toda la documentación me respondieron por correo electrónico con lo siguiente: 

"Hola,

Lamentablemente, los documentos que envió no se pudieron verificar.

Nuestro equipo KYC ha brindado comentarios sobre cómo completar su verificación KYC en la sección KYC de su cuenta.

Un saludo," 

En mi cuenta de Stake aparece que tengo que subir otros documentos al nivel 3 de los cuales no tengo ni uno, cosa que ya les dije en mi correo pero no lo han tenido en cuenta. 

No entiendo como puedo completar el nivel 3 si me piden cosas que no tengo, y respecto a los documentos que ya entregué del nivel 4 ni siquiera me han respondido, complican mucho estas verificaciones para que la gente se dé por vencida, se excusan con el pretexto de que lo hacen por seguridad para cumplir con la normativa pero la verdad es que cuando pierdes no te piden nada y solo cuando ganas aparecen estas verificaciones donde te piden cosas fuera de lugar con el único fin de dificultar el retiro de los fondos y putearte al máximo. 

Que deberia hacer entonces? Alquilarme cualquier piso con contrato de alquiler y certificarlo ante notario simplemente para hacer el nivel 3? Es que piden unos requisitos sin sentido, solo para complicar la retirada.

Espero que ustedes pueden ayudarme, ya que he visto que muchas de las quejas aquí publicadas han sido resueltas, muchas gracias!

Dear miguelaquinosanchez, 

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. 

Have you received any suggestions on what other documents are acceptable for the third step of your verification?

Have you provided the casino with your tax information for the fourth step of your verification?

Have you made any successful withdrawals from this casino before?

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

Veronika

1. Through the chat they told me a rental contract signed before a notary.

2. Yes, send all documentation for step 4

3. Yes. Once and it arrived without problems.

1. Por el chat me dijeron contrato de alquiler firmado ante notario.

2. ⁠Si, envie toda la documentación para el paso 4

3. Si. Una vez y me llego sin problemas.

I rented a home yesterday with a rental contract and I uploaded the contract to my Stake account. Let's see if they now accept it and finally approve level 3 verification for me.

He alquilado ayer una vivienda con contrato de alquiler y he subido el contrato en mi cuenta de Stake. A ver si ahora lo aceptan y por fin me aprueban el nivel 3 de verificación.

Today they sent me an email with a link to do a real-time verification with a selfie and passport and I have done it successfully. Now I should activate the withdrawals, right? I hope this nightmare is finally over and they let me withdraw my balance.

 Hoy me han enviado un email con un link para hacer una verificación en tiempo real con selfie y pasaporte y la he realizado de forma exitosa. Ahora ya me deberian activar las retiradas no? Espero que por fin se acabe con esta pesadilla y me dejen ya retirar mi saldo.

Has the status of your withdrawal requests changed after you finished your real-time verification? Have you received any response from the casino following your last verification?

Hello, I have just been rejected again for Level 3, I have completed the real-time verification successfully. I ask you to please ask stake to join this conversation and explain what is happening because it looks like they are deliberately delaying everything.

Hola, me acaban de rechazar de nuevo el Nivel 3, la verificación en tiempo real la he completado con exito. Le pido por favor que pida a stake que se una a esta conversación y que explique que está pasando porque tiene toda la pinta de que lo retrasan todo aposta.

Thank you very much, miguelaquinosanchez, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, miguelaquinosanchez,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to finally complete the KYC/verification and withdraw his disputed winnings? Where is the problem? Can you provide him with instructions on how to proceed and a reason why the provided document was rejected?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address ([email protected]).

Dear Sir,

We deeply regret any inconvenience you may have encountered during the verification process. We understand and acknowledge your frustration and concerns regarding the necessary documentation. Please be assured that our primary goal is to uphold a secure and compliant environment for all our players.

Firstly, we would like to inform you that we attempted to reach out to you on May 15th via Support Live Chat. Since we did not receive a response, we followed up with emails to your account's registered email address on May 16th and May 21st, but have yet to receive a reply.

To reiterate our previous communication, we need specific information to verify your account and confirm that you do not reside in a restricted area.

Currently, the address registered in levels 1 and 3 of your account does not match. Please update the address in level 1 to match the address on the document you submitted for level 3.

For level 2 verification, please resubmit your passport along with a selfie holding the document and a note displaying your username and the current date.

For level 3, you can resubmit your address verification document.

We appreciate your prompt attention to these matters and are here to assist you through this process.

Kind regards,

Thank you for the clarification, Stake Casino team.

Dear miguelaquinosanchez,

Can you please follow the casino's instructions or try to find the emails the casino sent to you?

Then, once everything is done following the instructions, can you inform us about progress or updates?

Dear miguelaquinosanchez,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested details and updates.

Thank you very much, Stake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru