What Happened
A player from Chile says Stake restricted their already-verified account and switched off withdrawals right after a winning run took the balance to $25,309. According to the player, support asked for the Level 3 and Level 4 checks in one go: a selfie with a handwritten note, proof of address, bank statements and proof of income. Live chat then sent them to an email address, where nothing moved. The player saw the sudden paperwork as a way to stall the payout and offered their game history as proof the money was won fairly.
How It Developed
- Complaint opened less than two weeks after the withdrawal was blocked. The mediator first explained that payouts can take up to 14 days.
- The mediator added that asking for extra identity, address and income checks is normal even on a verified account, and asked whether the papers had been sent, whether a bonus was used, and for the email exchange.
- No answer came, so the deadline was pushed back by 7 days.
- The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player stopped responding before saying whether the extra KYC documents were ever sent. It can be reopened.
What Helped
Nothing was tested: the player never said whether the documents had been uploaded. If you are asked for Level 3 and Level 4 at once, send everything, keep the dates, and only then complain; the mediator treats the request itself as normal and only steps in if the review drags on after you have delivered.