What Happened
A player from Croatia says about €3,100 sat locked at Stake while an address and source-of-funds check dragged on for months. They say an internet bill, two bank statements, a stamped government record and an account-ownership certificate were all turned down, and that Stake kept asking for payslips although they had said they were out of work. The player said the deposits came from their own crypto wallets; Stake noted the player had described some bank transfers as money from family and friends.
How It Developed
- 2026-07-06Complaint opened. The mediator collected the rejected documents and the support emails, then passed the case to a resolver.
- 2026-08-03Stake replied that its terms let it ask for more KYC at any time, said the last upload was a mobile phone bill, and listed what it accepts, including a gift letter signed by the donor for money from relatives.
- 2026-09-03After checking the government portal, Stake accepted the electronic residence record it had earlier rejected; a week later it confirmed the address was verified and moved to source of funds.
- 2026-09-28Stake said crypto screenshots alone were not enough and that three payslips the player then sent had inconsistencies; the player said they had taken a seasonal job and denied any forgery.
- 2026-10-02Stake announced that the KYC information was misleading, permanently restricted the account and withheld the funds, and emailed its evidence to the mediator.
- 2026-10-16The mediator said the evidence showed a breach of the terms and could not uphold the complaint.
Rejected
Stake said the KYC information was misleading and kept the €3,100; the mediator accepted its evidence. The player denies any forgery.
What Has (and Hasn't) Helped
The mediator did get Stake to say which documents it accepts, and the address record was approved only after Stake checked it against the issuing portal. Source of funds was the wall: screenshots of wallets were not accepted, and the payslips sent late in the case were questioned. If you have no salary, ask for the gift-letter route in writing before uploading anything else.