What Happened
A player from Estonia says Stake suspended their account more than a year ago and keeps turning down address and source-of-funds documents without saying why. About 1,215 USDC of their own deposit money is left inside. The player says levels 3 and 4 were approved, then undone two days later. Stake said the address papers raised authenticity concerns and listed what it will accept instead.
How It Developed
- 2026-09-03The player told the mediator they can log in but not withdraw, that no bonus was involved, and that the balance is deposit money rather than winnings.
- 2026-09-10The player said three months of utility bills, a bank statement, payslips and a work contract had all been sent, approved and then declined with no explanation.
- 2026-09-22A resolver took over and asked Stake why the account was still restricted after the player reported passing both levels.
- 2026-09-29Stake replied that its terms allow extra KYC at any time, that an approved status can be revisited by compliance, and that the bills, bank statement and rental agreement could not be accepted. It asked for a bank reference letter plus a recent statement, or a council tax or social insurance letter.
- 2026-10-02The mediator found the request reasonable and asked the player to send the new documents to Stake and to him for review.
- 2026-10-13No reply came, so the complaint was closed for lack of response. The mediator said this is not a verdict on the documents.
Abandoned
The player stopped responding after Stake asked for a bank reference letter; the 1,215 USDC stays locked for now.
What Helped
Stake finally named what it wants: a bank reference letter issued by the bank with name, address and account details, plus a one-month statement. Ask your bank for that letter before you keep resending bills; the mediator saw the request as fair.