What Happened
A player from France says Stake asked for a full identity check when they tried to cash out roughly $30,000 won on slots over two or three days. The player says the selfie step passed, but five different address documents, resent close to thirty times, were all turned down with no reason given, and the account was then shut for a terms breach. Stake told the mediator the papers it received were not genuine, and that a manipulated document is grounds to restrict the account and hold the money.
How It Developed
- 2026-05-09Complaint opened: the account had been closed during the address check with about $30,000 inside.
- 2026-05-12The mediator asked how long the player had been active, what games built the balance, and for the casino's messages about the closure. The player said they had played slots for two or three days and thought a first-deposit bonus was active.
- 2026-05-19The case moved to a resolver, who invited Stake to explain.
- 2026-05-25Stake replied that its review found the KYC documents were not authentic, cited the clauses it relied on, and emailed the mediator its evidence.
- 2026-05-26After reading the casino's material, the mediator declined the complaint and reminded the player to follow each casino's terms.
Rejected
Stake said the KYC documents were not genuine and sent the mediator its evidence; the mediator accepted it, so the roughly $30,000 balance stays held.
What Has (and Hasn't) Helped
Nothing moved in the player's favour: once Stake told the mediator the documents were not genuine and sent its evidence privately, the mediator closed the case the next day. If your documents keep bouncing, ask support in writing which specific flaw was found before uploading another version, because repeated edits of the same file can be read as tampering.