What Happened
A player from Portugal says a balance of 945 EUR has been frozen at Stake for years, ever since a withdrawal triggered a hold and the casino asked for Level 4 source-of-funds proof. They say they sent freelance payment records, a retail job contract and, most recently, fresh paychecks and a bank statement, and each time got the same automatic refusal. Stake replied that the account stays under review because that step is not complete, and that the player had been told each time why a submission failed and what to send instead.
How It Developed
- 2026-05-22Complaint opened. The player said their last deposit was in November 2023 and that nothing was pending because the whole balance was simply on hold.
- 2026-06-01The mediator asked for the rejected documents and the recent support conversations; the player sent them privately a week later.
- 2026-06-15The case passed to a resolver, who invited Stake to respond.
- 2026-06-22Stake answered: it wants original photographed payslips for the last three months, signed and stamped by the employer, with matching bank statements, or one of a long list of other proofs, uploaded through the account rather than by email.
- 2026-06-22The player said they had just started a new job and would send three payslips once they had them.
- 2026-06-24The mediator rejected the complaint for now because the next step depends on the player's documents, and said it can be reopened if the papers are sent and the hold remains.
Rejected
Rejected for now — the hold stays until the player uploads three stamped payslips with matching bank statements; the case can be reopened after that.
What Has (and Hasn't) Helped
Getting Stake to spell out exactly what it accepts was the only progress: three recent payslips, signed and stamped, plus the bank statements showing those salaries landing, uploaded as photos or unlocked PDFs inside the account. Screenshots and scans are refused. The mediator will not push further until those are in.