What Happened
A player from Canada says Stake suspended their account with $249 inside and asked for verification up to level 4. They say Stake turned down their electronic payslips and matching bank statements several times, switched the months it wanted, and then asked for payslips signed and stamped by the employer. The player says the employer, a large utility company, confirmed in writing that it does not make payslips like that.
How It Developed
- 2025-11-20Stake emailed that the account was suspended until more KYC documents were sent.
- Complaint opened: the player asked the mediator to get Stake to accept the electronic payslips, or to give a final answer and release the balance.
- Stake said its review was done, the restriction was lifted and the matter was settled.
- The player confirmed the account was fully verified. They said it took more than ten uploads and that identical documents were later accepted unchanged.
- The mediator closed the case as resolved.
Resolved
Stake lifted the restriction after a review and the account was fully verified. The page does not say whether the $249 was withdrawn.
What Helped
Push back in writing and point to the casino's own rules. The player says level 4 was approved only after they challenged Stake, quoted its terms and filed an outside complaint. They also had a letter from the employer saying the requested payslip does not exist.