What Happened
A player from mainland China says Stake suspended their account over an alleged rule break, then spent over three months turning down their proof of address. Their official papers are in Chinese, and translated copies and a rental agreement were also refused. The player wanted the papers accepted, the block lifted or the balance sent back, and a clear answer on which rule was broken.
How It Developed
- Complaint opened. The player says they rent their home, so bills or bank statements in their own name are hard to get.
- Stake said the account was closed for good for breaking its terms. It named two clauses, said it would keep the funds, and sent more details to AskGamblers by email.
- AskGamblers followed up, and Stake said it had already answered by email.
- AskGamblers decided Stake had followed its own terms and closed the case. It said the player could still go to the regulator or an outside dispute service.
Rejected
Marked resolved, but AskGamblers sided with Stake. The account stays closed and the balance was not returned.
What Has (and Hasn't) Helped
Nothing worked for the player. Stake sent its evidence to the mediator privately, so the thread never shows what its decision was based on. If your address papers are in another language, ask the casino in writing which exact documents it accepts before you upload again.