What Happened
A player says Stake accepted their ID but turned down their proof of address, which held up a €1,600 withdrawal. Stake wanted a monthly electricity bill. The player says their power company only takes direct debits and sends no bills, so they sent bank statements, internet bills and a letter from the supplier instead. Stake then asked for a rental agreement certified by a notary, an official who confirms documents are genuine.
How It Developed
- Complaint opened: the player called the address demand unfair and suspected Stake did not want to pay out winnings.
- The mediator told the player to send Stake a paper copy of the rental agreement, stamped and signed by a notary, and to confirm this on the thread.
- The player agreed to send the rental contract but refused to have it notarised, saying a private lease does not need it.
- Stake said the notary stamp was required and the account would stay as it was without it. It asked for the complaint to be rejected.
- The mediator rejected the complaint since the notarised copy never came.
Rejected
The player would not get the rental agreement notarised as Stake asked, so the mediator closed the case. The account stayed restricted.
What Has (and Hasn't) Helped
Nothing — the case was closed against the player because the notarised lease never arrived. Here the mediator backed Stake's document request, so arguing about it did not help. If the mediator backs a casino's request for a certified copy, sending it is the only way to keep the complaint going.