What Happened
A player says Stake suspended their account about half an hour after a deposit, pending proof of address and proof of funds. They had already passed levels 1 and 2. They sent five of the six documents on Stake's list, and each was turned down without a clear reason. The player wanted to withdraw the $1,500 deposit and stop playing.
How It Developed
- Complaint opened: the player said it felt like a machine was refusing every upload.
- Stake named four kinds of document it takes for the address check, said they must be signed and stamped by the issuer, and asked for three months of payslips and bank statements for level 4.
- The player sent a reference letter from a second bank showing their name, address and that they had banked there since 2017.
- The player reported that Stake accepted the papers and lifted the suspension. The mediator closed the case as resolved.
Resolved
Stake accepted the papers and lifted the suspension. The page does not confirm the $1,500 was withdrawn.
What Helped
Send something from the casino's own accepted list. A bank reference letter, one of the options Stake named, cleared the check after other documents had failed.