What Happened
A player from Saskatchewan says Stake let them cash out several sports wins, then held C$3,525 and asked for new proof of address and source of funds. They say a bank reference letter, bank statements, payslips and a letter from their employer were all turned down, sometimes for being a PDF and sometimes for being a photo. Stake said the documents fell short of its rules and that a stamped, hand-signed letter was needed.
How It Developed
- 2026-06-01Complaint opened after weeks of rejected uploads. The player said their rent includes utilities, so they had no bills in their name.
- 2026-06-23Stake told the resolver the account was under review for proof of address and source of funds, and listed what it accepts.
- 2026-07-01Pressed for specifics, Stake said the bank document was an assessment rather than a reference letter, and that the employer letter mixed two company logos and had a printed signature with no stamp.
- 2026-07-15The player got a redone employer letter. Stake said the full address was missing and that nothing new had reached its verification page, while the player kept getting automatic requests for a utility bill.
- 2026-07-22Stake admitted live support had given inconsistent advice, agreed the employer letter was an accepted route, and asked for it to be uploaded again with a bank statement.
- 2026-07-29Stake said verification was complete and the restriction lifted. The player confirmed the account worked, though bets were capped at $100. The mediator asked whether the withdrawal had arrived and got no answer, so the case was closed.
Abandoned
Stake completed verification and unlocked the account, but the player never confirmed the payout, so the case was closed for no response.
What Helped
Getting the resolver to demand exact rejection reasons is what broke the loop. Stake went from vague refusals to naming the flaws, then accepted the fixed letter. If you have no utility bill, get a letter on company paper with a wet signature and stamp that states your full home address.