What Happened
A player says Stake kept rejecting their verification papers and would not pay out a $32,055 balance. The player says digital bills for proof of address were refused and photos asked for, then the photos were refused and digital files asked for again. For proof of income, the player says payslips signed and stamped by their company's accountant were still turned down with no clear reason.
How It Developed
- Complaint opened. The player asked Stake to name the exact problem with the documents and to approve the account.
- By then the player had sent three months of bills and bank statements for the address check, and payslips, bank statements and stock records for the income check.
- Stake told the mediator the player had been able to withdraw the balance.
- The player confirmed they had received everything, and the case was closed as resolved.
Resolved
Stake let the player withdraw, and the player confirmed they received everything.
What Helped
Bringing in a mediator worked: Stake let the withdrawal through after the complaint was filed. Keep both digital and photo versions of your documents, since casinos sometimes switch which format they want.