Stake won't let me withdraw money ( KYC Problem FRANCE )

[quenticast]

Hello,
 

It's been over 20 days since my account got blocked, and I can't withdraw, deposit, or even play. I've contacted support multiple times, and they replied with this:

"We confirm that your account is currently being reviewed as it has been evidenced that your account may be in breach of our Terms of Service.

We refer to clause 4 of our Terms of Service which details that we can request further “Know your Customer” (KYC) documentation where needed in order to verify the account holder and during this process, deposits and withdrawals can be paused."

I don't really understand the issue, but since I’ve done nothing wrong, I completed all the KYC steps. For Level 2, they asked me to redo it by taking a photo holding my ID and a paper with the date. I did that, and it worked.

Now comes the bigger problem—KYC Level 3. My official address is my parents' house (I don't have my own place because I travel a lot), and they asked me for a bank statement. I got the document from my bank’s website, but then Stake said it’s not good enough; it has to be signed and stamped by hand, then photographed.

I contacted my bank, explained the situation, and they mailed me the document (I paid for the delivery myself). But to my surprise, Stake rejected it, saying the document looked suspicious. I then asked them to contact my bank directly to verify it was legit, and they said, "we cannot contact your bank…". Now they’re asking for my parents’ electricity bill and a notarized document proving I live at their address. I went to a notary and was told it’s impossible to issue such a document in France, and they mentioned that companies asking for this kind of thing are usually scams because they know it’s not something you can actually get.

This shocked me because I don’t think Stake is trying to scam me, but the support team is of no help. They just keep repeating the same response. Now I have over €1000 stuck in my account, I don’t even know why, and it's really stressing me out. I can’t sleep, I’m feeling lost, and I don’t know what to do after more than 20 days of this.

If anyone has any advice or suggestions, I’d really appreciate it. Thanks!

( sorry my english is not good so i use translator sometime )

[bake]

Why not withdraw money?

[quenticast]

i cant its blocked

[Pet01]

Can't help you with that one pal never experience such problem with stake wish you best of luck.

[MONEYFOLD]

On 9/13/2024 at 10:29 AM, quenticast said:

Hello,
 

It's been over 20 days since my account got blocked, and I can't withdraw, deposit, or even play. I've contacted support multiple times, and they replied with this:

"We confirm that your account is currently being reviewed as it has been evidenced that your account may be in breach of our Terms of Service.

We refer to clause 4 of our Terms of Service which details that we can request further “Know your Customer” (KYC) documentation where needed in order to verify the account holder and during this process, deposits and withdrawals can be paused."

I don't really understand the issue, but since I’ve done nothing wrong, I completed all the KYC steps. For Level 2, they asked me to redo it by taking a photo holding my ID and a paper with the date. I did that, and it worked.

Now comes the bigger problem—KYC Level 3. My official address is my parents' house (I don't have my own place because I travel a lot), and they asked me for a bank statement. I got the document from my bank’s website, but then Stake said it’s not good enough; it has to be signed and stamped by hand, then photographed.

I contacted my bank, explained the situation, and they mailed me the document (I paid for the delivery myself). But to my surprise, Stake rejected it, saying the document looked suspicious. I then asked them to contact my bank directly to verify it was legit, and they said, "we cannot contact your bank…". Now they’re asking for my parents’ electricity bill and a notarized document proving I live at their address. I went to a notary and was told it’s impossible to issue such a document in France, and they mentioned that companies asking for this kind of thing are usually scams because they know it’s not something you can actually get.

This shocked me because I don’t think Stake is trying to scam me, but the support team is of no help. They just keep repeating the same response. Now I have over €1000 stuck in my account, I don’t even know why, and it's really stressing me out. I can’t sleep, I’m feeling lost, and I don’t know what to do after more than 20 days of this.

If anyone has any advice or suggestions, I’d really appreciate it. Thanks!

( sorry my english is not good so i use translator sometime )

Good luck, my friend. I'm going through the same thing with my documents, which are being flagged as suspicious. However, I've lived in my house for 30 years and have sent everything, but it's still being refused. I suggest you open a ticket with https://www.askgamblers.com/ (complaints)

[quenticast]

 

 

I passed my KYC 3 after 1 month, but now KYC 4, I thought it was going to be easy but no, because I am unemployed, I sent all my bank statements with my unemployment benefit sheet but it asks for the signed and stamped original, while I have already sent the original 😢

[quenticast]

why ?

[quenticast]

This morning I get up early and drive 1 hour to get my form signed and stamped. I arrive there, I explain the situation to them and after a few minutes of waiting I am in the office of one of the managers who signs my document and I ask for a stamp and he lets me know that he has not used a stamp for several years. And I tell them that if it is possible to have a stamp because I am sure that they will refuse otherwise. He then goes to get an old stamp and stamps my form. Thinking that it was finally over, I send my documents and then they tell me that the STAMP DOES NOT SUIT THEM ...



I dont know what to do anymore ...

[Mr.Nice]

It's not about stamp or any other issues with your paperwork. It's about refusal to pay the balance. Consider filing claim via any of ADR services and later escalate to Curacao court. Not easy way and not fast but worth try. Of course provided you are a real person and all fine with your IDs and address.

They will not accept anything from you - it's just a legal way to drag the time and not to pay. Fortunately I never encountered this on Stake but other online casinos a lot of times.

[mirrorsd]

3 hours ago, quenticast said:

This morning I get up early and drive 1 hour to get my form signed and stamped. I arrive there, I explain the situation to them and after a few minutes of waiting I am in the office of one of the managers who signs my document and I ask for a stamp and he lets me know that he has not used a stamp for several years. And I tell them that if it is possible to have a stamp because I am sure that they will refuse otherwise. He then goes to get an old stamp and stamps my form. Thinking that it was finally over, I send my documents and then they tell me that the STAMP DOES NOT SUIT THEM ...



I dont know what to do anymore ...

I played on many legit casinos. I was asked as well for a bank statement but never ever with a stamp. For asking that kind of thing  looks suspicious for me. 

[quenticast]

Good news, I finally managed to pass the KYC, I was told that my account would be unblocked but now I have to contact an email hoping that the wait will not be too long

[mas]

howto do

[quenticast]

I just sent documents in a loop and they finally accepted some. Then I wait for their response by email which was supposed to take 72 hours but in the end I've been waiting for 120 hours ;'(

[quenticast]

I was told I would have a response within 72 hours, today it's been 168 hours

[Fabrizio]

Unfortunately, I have the same problem; I think they have been doing this with quite a few people lately. I have sent bills, bank statements, a donation letter, invoices paid by my clients, and correctly credited to my bank account, all in PDF format, but also photos taken with my cellphone of the original documents. Everything has been consistently rejected. I have been sending any document in my possession for a full 7 hours now: electricity and gas bills, bank statements, various letters, all of which clearly show my name, surname, and address. Why do they continue to reject them?

 

I upload the bill, and they reject it saying they want one from the last three months. Then they want it in PDF format, and later a photo taken with my cellphone. I think they are making fun of me.

[NospaTsi]

What documents did you sent and they accepted them, for level 3 and level 4 verification. I have the same problem

 

[anhhungcolao21]

what happen guys