Self exclusion request not fulfilled after over 2 years

I am filing a complaint against Stake Casino regarding a targeted email promotion I received on July 9, 2026. The promotion explicitly stated that if I deposited any amount within 48 hours, I would receive a $10 bonus credited within 48 hours.

I acted on this offer and successfully made a deposit well within the required 48-hour timeframe. However, the 48-hour window for the reward to be credited has now passed, and the $10 bonus has not been added to my account. I am requesting that Stake Casino honor the terms of their promotional email and credit the missing $10 bonus to my account.

My Stake.com account has been suspended due to alleged "Terms of Service violation".

Account Details:

Username: < removed and sent to the casino >

Registered Email: < sent to the casino >

Problem:

I am a player from mainland China. For more than 3 months, I have been trying to complete the KYC verification, especially Proof of Address (Level 3).

Main Issues:

All my official documents are in Chinese. I have uploaded them multiple times, but Stake support does not accept them or keeps rejecting them without clear explanation.

I live in a rented apartment, so I cannot easily provide utility bills or bank statements in my own name as proof of address. I have tried providing rental agreements, translated documents, and other alternatives, but they are still not accepted.

The system now shows the message: "We have temporarily suspended your account for a suspected breach of our terms of service. Please contact [email protected] for information on how to resolve this."

I have contacted [email protected] and support multiple times as instructed, but the issue remains unresolved after 3 months.

Requested Solution:

Immediate manual review and acceptance of my Chinese documents (with translations) or suitable alternatives for rented housing.

Lift the account suspension OR return the entire balance to my original deposit wallet address.

Provide a clear written explanation of the exact Terms of Service violation.

I have attached:

Screenshot of the suspension message

All previous support conversations

KYC documents submitted (including Chinese address proofs and translations)

Please help resolve this matter urgently.

Best regards,

The bookmaker asked me to contact him by mail. [email protected] on the website itself, the upload documents button that I am ready to provide for some reason does not work. I wrote to them a week ago, but the bookmaker has not responded in a week. As a result, I cannot simply pass verification due to the bookmaker's negligent attitude towards the players. In addition, I would like to note that when withdrawing funds, the bookmaker writes that only the withdrawal mode is available, but I cannot withdraw money.

Start playing on Stake.com on 14/02/2026.

Made deposits and withdrawals without any problems. Account VIP status GOLD. Account minus -12000 USDT. I was playing slots, a little bit of sportsbook.

11/03/2026 I placed bets of 1500 USDT on a basketball match, won 1400 USDT. When I try to withdraw money i received a notification that I need to submit verification again from LEVEL 2 to LEVEL 4.

But now I need to send for a LEVEL 2 selfie with documents and paper with nickname and date.

LEVEL 3 - proof of address LEVEL 4 - bank statement and payslips.

I made it! Load documents for LEVEL 2 - COMPLETED, LEVEL 3 - COMPLETED, LEVEL 4 - reviewing. The next day, I wrote again to support and asked why it took so long to review LEVEL4. They ask me to check my mail. In my mail was a letter «please confirm verification by link…»

I also completed this verification by linking it was third party verification service, not stake.com! By the way i made it.

After all this i wrote again to Stake.com support. They told me that I need to wait. After it i received a letter from someone from stake again with requirements to complete another verification with a new link. I wrote to support and ask what this is. They answered me that I need to wait and update my page when the results are in.

So I read a lot of complaints and understand that the current situation is in forever verification.

So I ask you to help me to solve it and to get my money back from this suspicious website.

I am writing to formally request a thorough review of my account (Username: < sent to the casino >), which has been frozen despite my providing extensive and legally valid verification documents. I recently experienced a successful streak in sports betting, which brought my account balance to approximately $6,000.

Unfortunately, I am currently unable to access these funds due to the Level 2–4 verification requirements imposed on my account, but since they have right to ask for KYC anytime I am happily cooperating with them.

I am 18 years old, a full-time student, and reside with my family in Uttam Nagar, New Delhi, India.

I tried sumbitting Level 2 and after multiple reupload and a verrif verifiction it was finally confirmed.

For level 3, I was asked to provide the bills in my name even though I mentioned that I am a student.

In India, it is very common for students to live with their parents, and therefore, all utility bills and residence-related payments are naturally under the parent’s name. In my case, all official bills for our residence are registered under my father’s name, Vedpal Singh.

I tried to tell chat support about this and happily they understood and asked me to upload my father's bill and a signed and notary document claiming that I am a p art of that community

To comply fully with Stake’s verification requirements, I have submitted the following "Standard" documents:

Father’s Utility and Financial Documents: I provided his Airtel DTH bills alongside his State Bank of India (SBI) bank statements for the past three months, proving active household payments.

Notarized Residency Affidavit (e-Stamp Certificate No: IN-DL73853644033532Y): This legally sworn affidavit confirms my current residence and explicitly establishes my connection to my father. I obtained this official document at my own expense specifically upon request from your support team.

Official Domicile Certificate & OBC Caste Certificate: Both government-issued documents clearly display my permanent address, further confirming my residence at my family home.

My Aadhaar Card: My National ID matches the exact address on all the above documents, establishing perfect consistency.

Despite submitting this overwhelming amount of legal and government-issued proof, my account verification continues to be stalled and rejected for different reason everytime. The recurring automated feedback asks for utility bills in my name, which is impossible given my circumstances:

Electricity: In Delhi, households consuming less than 200 units per month receive a 100% subsidy and do not generate a standard payable electricity bill.

Water: Our family uses a common submersible pump system, which does not generate individual municipal water bills.

Both of these are very common in INDIA, especially in DELHI region since its modern household.

I am not claiming that stake is doing it on purpose, but I just want to convey them that there must be a verification loop that I am stuck in that is causing this all since I want to emphasize that I have provided all available legal and government-issued proof to establish both my identity and my physical residence. These documents carry severe legal weight in my country and they can be verified too digitally and should satisfy any reasonable verification requirements, yet the account freeze remains.

I kindly request that Stake's higher management urgently review the documents I have submitted and lift the freeze on my account, allowing me access to my legitimate winnings. I have acted in good faith, fully complying with your process, and this situation has caused significant stress.

Thank you very much for your attention and understanding. I sincerely hope that this matter will be resolved swiftly since as a 18 year old student, I am not able to focus on my studies due to this and spent most of time collecting documents just to get them rejected for unknown reasons.

Sincerely,

I am filing this complaint because it feels like Stake is not actually trying to verify my account anymore, but instead repeatedly adding new requirements to prevent and prolong my withdrawal of 7184 USDT.

It all started when I received an email telling me that my account has been temporarily suspended, and that i need to contact them. Thats when they told me that i need to verify my account, which is level 3 and 4 since I had already verified level 1 and 2.

I moved to level 3 verification where I needed to provide proof of address. I decided to use electricity bills. Normally i throw my electricity bills away after paying them, so the only copies I had were digital. Apparently that was not acceptable so I had to go and individually print them out.

I then uploaded photos of the electricity bills in paper form. These were rejected because they said there was no proof of income included. Nowhere in the level 3 instructions did it say that proof of income was required at that stage, they let me know that after they had declined the utility bills. This is where it started to feel like the requirements for this whole verification process were changing.

To move forward, I uploaded everything again, this time combining my electricity bills together with bank statements from the last three months into a single PDF document. After doing that the verification was finally accepted and I passed level 3.

Then came level 4 verification. For level 4 they required bank statements and pay slips from the last three months. I gathered those documents and submitted them, my account was succesfully verified to level 4, my account was now fully verified.

After completing all these verification steps, I then attempted to withdraw my funds.

However, when I tried to do that I recieved the following message: "We have temporarily suspended your account for a suspected breach of our terms of service. Please contact [email protected] for information on how to resolve this."

Which was confusing because my account had been fully verified, I contacted them by email asking what this was about. Instead of explaining any actual breach of terms they tell me that my level 4 verification has been updated, I go and look and I see that it has been revoked, and that I now need to complete level 4 again.

This time they are demanding that my proof of income documents must be provided in physical paper form and signed and stamped by my employer.

At this point it became clear to me that this whole process was no longer about verifying my account, but rather about delaying me from gaining access to my own funds.

What makes this even more unreasonable is that the documents I already provided clearly prove my income. My pay slips come directly from my payroll/banking system and clearly show the company paying my salary, payment amounts, dates, and all necessary details.

These documents cannot be altered and are already official financial records.

Yet now i am being asked to provide signed and stamped paper versions of documents that i do not even receive in that format. My pay slips are generated digitally, which is completely normal.

This entire situation feels like Stake is just trying to make this harder for me to get my money back by making requirements impossible to meet, like I already haven't put everything on the table for them.

Just want my money back from them, this is absolute mockery.

Stake username is Henkkawaa

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.