On the 25th of February 2026, I received an email from Stake, telling me my account had been temporarily suspended, and that I needed to reach out to Stake support to solve this.
I was told I needed to redo my level 2 verification, which I did, and then later on I needed to also complete level 3 and 4 verification.
Since then, I have been stuck on level 3 verification, endlessly trying to solve this issue, but getting no proper help, which has now led me here.
Level 3 verification on Stake means you need to prove your address. I want to start off by mentioning that I live with my parents, and I don't get any type of utility bill in my name.
Firstly, I was advised to send my utility bills as proof of address, all utility bills in the last 3 months, along with proof that they have been paid.
I explained to the support agent that I don't have access to that, since I don't live alone, and that the utility bills are sent in my mom's name.
Then the support agent said this: "You may use a bill in your parents' name; however, you must provide a signed and stamped document issued by the governing body of your Country which can prove that you are indeed mutual residents." (Check attached files for proof) - Remember this, it will come in handy later.
After a while going back and forth with the support agent, he sent me a list of accepted documents, which are as follows:
- Utility bill E.g. electricity, gas, water, Internet, and TV bills
- Bank or credit card statement
- Council tax, municipality bill, or government tax letter
- An official letter from your employer or educational institution confirming your address, stamped, and signed
- Tenancy agreement letter
- Bank Reference Letter
Out of these documents, I am able to get two of them (bank statement and tax letter), the others are impossible for me, since I don't live alone, and my employer said the only document like this they have is the electronic pay slip, which states my address.
I explained this to the support agent, and he told me to send a bank reference letter.
So I first tried with my Revolut bank, thinking that would be the fastest solution, but then they also required me to include a bank statement along with my bank reference letter from Revolut. At this time, having no complaints about Revolut.
Once I submitted both documents, now all of the sudden it wasn't acceptable, and I was again advised to provide the impossible utility bills.
A couple of days later of back and forth, I managed to get a bank statement from my bank, which is Aktia, a Finnish bank, which is where I live.
I submitted this, which states to be an acceptable document according to Stake, but was then told it can only be accepted if combined with a bank reference letter.
So, I called my bank and asked them if they could provide me with that, but I was told that in English, they only have something called a "letter of recommendation". This document includes: Name, Social Security Number, Address, Starting date of customer relationship, account numbers in IBAN format, and BIC code, and this document was stamped and signed.
As this document had all the requirements, I sent it in, in combination with my bank statement, but again, rejected. I wasn't told why, only that stake couldn't accept it, and I needed to go back to my bank again, asking for a bank reference letter, which needs to include: Full name and address
Date of account issuing and type of account
Date the letter was issued
Must be signed and stamped by the responsible person who issued that document.
Must be photographed, Bank contact information and must be written in English.
The exact same details exist in the letter of recommendation.
I called my bank again, and they told me the same thing: there is no such thing as a bank reference letter in Aktia, only a letter of recommendation.
I even got them to send me a message through my bank app, confirming that that is the case.
I went back to Stake again, explaining this, and they kept insisting on a bank reference letter, without ever telling me which details were missing in the letter of agreement, which would deem it unacceptable.
I even tried with a tax letter (tax card) which was sent to me by the government, but that wasn't accepted either, although Stake states they accept Tax letters.
So I'm now at a point where I have gotten all the documents I can, multiple of them are included in the list of acceptable documents at Stake, yet over and over again, I keep getting rejected, and asked to provide multiple documents that don't exist, or I can't get.
I later on asked the support agent (a new one) if I can submit my mothers utility bills, along with a document that proves I also live at the same address, but now, the agent claims that under no circumstance can a utility bill be accepted if it is in another persons name, which completely contradicts what the earlier support agent told me, and suggested I'd do.
So now I have no faith in this Stake support, they have shown that they lie, and withhold information, and when you confront them about it, all they do is respond with the same generic responses: "Sorry but this document isn't acceptable, I can't tell you why, it just isn't, please get this document instead" - but then when I suggest getting those documents they say they aren't acceptable, how ironic.
That's where I'm up to now. I hope the AskGamblers community can help me with this, since there is no point in talking to Stake anymore.
All proof of these chats has been included in the Attached Files.
Thank you, and looking forward to getting this resolved swiftly.
