What Happened
A player from Canada says a C$6,210.89 balance has been frozen at Stake since late 2025. According to the player, the casino pointed to a possible breach of its terms and asked for proof up to source-of-income level, but its automatic checker kept turning down a bank reference letter, bank statements, pay stubs and a driving licence. The latest request was for a utility bill, which the player says they cannot provide because they live with family and the bills are not in their name.
How It Developed
- 2026-09-16Complaint opened over a balance of about C$6,200 that the player says has been locked for roughly eight months behind a document check.
- 2026-09-17The mediator asked what reasons were given for each rejection, which documents were refused and how long the account had been suspended. The player said no reason was ever given and that the account can still be opened, with the balance visible.
- 2026-09-24The mediator asked the player to email every document sent to the casino, plus the support correspondence, and to confirm the date of the last upload.
- 2026-10-01No answer came, so the deadline was pushed back by a week.
- 2026-10-08The complaint was closed because the player stopped responding. It can be reopened at any time.
Abandoned
The player stopped responding before the mediator could take the document dispute to Stake. It can be reopened.
What Helped
Nothing was tested: the casino was never asked for its side because the player went quiet before sending the paperwork. If you cannot get a utility bill in your own name, ask support in writing which alternative address documents it accepts, keep that answer, and send the whole file to the mediator in one go.