What Happened
A player from India says Stake permanently restricted their account and held their balance after an address check went in circles. A bank statement, a Wi-Fi bill and then an official domicile certificate in Hindi each got the same automatic reply asking for a different document. The account was restricted right after the last upload.
How It Developed
- The account was suspended in late September. The player passed the identity check but not the extra address check.
- Complaint opened. The mediator asked which documents were rejected and whether they match the account details, and collected the emails.
- The case went to a resolver, who asked Stake to respond.
- Stake said the check couldn't be completed and the documents didn't meet its standards, so the account breaks its terms. It pointed to rules that include a ban on multiple or shared accounts.
- The player denies using more than one account or any edited document. The mediator is waiting for Stake to resend its evidence by email.
Ongoing
Waiting for Stake's evidence. The casino says its terms were broken; the player denies it.
What Has (and Hasn't) Helped
Nothing yet. The open question is what exactly Stake found wrong with the documents, and the mediator has asked the casino to send its evidence directly.