What Happened
A player from Bangladesh says Stake locked their account in March 2026 and later kept the whole $25,476 balance, which they say grew from a deposit of about $9,000. Stake wanted a passport on top of the national ID it had already accepted, so the player got one, which took about two months. Stake then called the KYC information misleading and closed the account for good. The player says it never said what was wrong.
How It Developed
- Complaint opened. The player says the account was frozen on 20 March and shut for good around 2 July.
- The player told the mediator their ID, passport and casino profile all match, and sent the KYC files and support emails.
- Stake replied that the verification did not meet its standards, which breaks its terms, so it closed the account and is holding the money. It sent the mediator more detail in private.
- The player asked to be told what exactly was wrong. The mediator asked for the original, unedited verification photos and a short video holding the ID.
- After the first video, the mediator asked for a second one showing the date and username written on paper and both sides of the ID. It then set a final 6-day deadline.
Ongoing
Stake says the KYC submission broke its terms; the mediator is waiting for one more verification video from the player.
What Has (and Hasn't) Helped
Too early to tell. The mediator is checking Stake's claim against the player's own photos and videos. If a casino calls your KYC misleading, send the mediator unedited originals and a live video with your ID quickly. Missing the deadline ends the complaint.