Stake Casino - Акаунтът на играча е заключен въпреки съответствието с KYC.

Stake locked my account and won't KYC me even I sent my documents in full HD numerous of times

Dear iistriak,

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.

• Were any of your documents accepted whatsoever?
• Could you please share 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

First of all, they accepted my level 2 verification, after that they just removed it randomly and rejected level 3 and 4... I was sending them FULL HD photos everything was clear and they just rejected them all for no reason, I tried 100 times sending new photos new angles new full HD documents tried everything but they just don't care at all.

Also I was trying PDF documents from my bank which is on their list as a acceptable document and every single document I sent was on their list as a "acceptable" document.

Thanks for the explanation.

Please send me your correspondence with the casino where you attempted to resolve the issue as it might be useful in determining how we may assist you.

Send the information to my email at tomas@casino.guru

I'll wait for your reply.

Dear iistriak,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.