Impossible KYC Requirements - Stake.com - Withholding $6000 USD

[Saint-loup]

What a nightmare! I didn't even know you needed all this stuff for an online casino. To combat money laundering, I suppose? How much is the minimum? If you bet 10 and win 1000, do you still have to make a kyc?

Yes, these are AML Compliance measures, and measures to combat the "financing of terrorism" in general.
In general, you also have minimum wages, and you can't withdraw money immediately after a deposit. Often, for online casinos, you need to have gambled between 15% and 30% of your deposit for your withdrawal to be accepted without concern.

KYC depends more on the regulators (ANJ in France - as you are French, but it could be BGC in Belgium for example, no matter), and the laws they apply. A casino regulated in the Cayman Islands will not have the same KYC / POA / EDD policy as one regulated in the UK. Unregulated casinos sometimes ask for documents too, on a case-by-case basis.

As regulators and local laws become increasingly complex to avoid, and the penalties incurred are very heavy for casinos that don't comply, it doesn't surprise me that we've seen a general tightening of these measures in recent years.

When a casino asks for endless KYC it's rarely(never actually) because of AML compliance measures. If they had concerns about that, they would have asked him to complete KYC once he had deposited his funds, not when he wants to withdraw them.
Weirdly we never see them asking KYC++ to losers, they never need more documents to take our money when we lose...  
Sadly Willowbitcoin seems to be a winner, and has been flagged as good bettor(sport bettor I guess), so they will find the most ridiculous excuses to avoid paying him.

It is a legitimate account so I was more worried about account sustainability and getting limited rather than having my balance "stolen".  I never considered it a possibility.  The annoying this is, I had plenty of opportunities to withdraw as that figure represents a grind over time from a $750 deposit to $6000 ( helped by bitcoin appreciation )

[LEVSKI7]

That's right. And now they're harassing him and having fun. Maybe he's a smart bettor, and that annoys them a lot.

[Martingaleboy]

What a nightmare! I didn't even know you needed all this stuff for an online casino. To combat money laundering, I suppose? How much is the minimum? If you bet 10 and win 1000, do you still have to make a kyc?

Yes, these are AML Compliance measures, and measures to combat the "financing of terrorism" in general.
In general, you also have minimum wages, and you can't withdraw money immediately after a deposit. Often, for online casinos, you need to have gambled between 15% and 30% of your deposit for your withdrawal to be accepted without concern.

KYC depends more on the regulators (ANJ in France - as you are French, but it could be BGC in Belgium for example, no matter), and the laws they apply. A casino regulated in the Cayman Islands will not have the same KYC / POA / EDD policy as one regulated in the UK. Unregulated casinos sometimes ask for documents too, on a case-by-case basis.

As regulators and local laws become increasingly complex to avoid, and the penalties incurred are very heavy for casinos that don't comply, it doesn't surprise me that we've seen a general tightening of these measures in recent years.

When a casino asks for endless KYC it's rarely(never actually) because of AML compliance measures. If they had concerned about that, they would have asked him to complete KYC once he had deposited his funds, not when he wants to withdraw them.
Weirdly we never see them asking KYC++ to losers, they never need more documents to take our money when we lose...  
Sadly Willowbitcoin seems to be a winner, and has been flagged as good bettor(sport bettor I guess), so they will find the most ridiculous excuses to not pay him.

It is a legitimate account so I was more worried about account sustainability and getting limited rather than having my balance "stolen".  I never considered it a possibility.  The annoying this is, I had plenty of opportunities to withdraw as that figure represents a grind over time from a $750 deposit to $6000 ( helped by bitcoin appreciation )

Im sure the OP bet on sports and he was a winner. .. Actually i dont think it has anything to do with AML.   i noticed when someone bet on spoelrts large amounts or won large amounts in sports then they start a lot of KYC things. I dont know what nature of deal a casino or stake specially habe with the sports odds provider probably its a revenue share deal so this KYC comes from the sports provider same as Rollbit a lot of issue with Rollbit banning custumers and most  of that customers bet on sports and winners . it makes me believe its the sports odd provider who flag the accounts.
While some guys who bet on inhouse games rarely get a KYC triggered.  Same as in Primedice its also owned by Stake but they never required any KYC even for large amounts  and its also a curacao regulated.  So you guys stop talking about AML.

[Rating Place]

What a nightmare! I didn't even know you needed all this stuff for an online casino. To combat money laundering, I suppose? How much is the minimum? If you bet 10 and win 1000, do you still have to make a kyc?

Yes, these are AML Compliance measures, and measures to combat the "financing of terrorism" in general.
In general, you also have minimum wages, and you can't withdraw money immediately after a deposit. Often, for online casinos, you need to have gambled between 15% and 30% of your deposit for your withdrawal to be accepted without concern.

KYC depends more on the regulators (ANJ in France - as you are French, but it could be BGC in Belgium for example, no matter), and the laws they apply. A casino regulated in the Cayman Islands will not have the same KYC / POA / EDD policy as one regulated in the UK. Unregulated casinos sometimes ask for documents too, on a case-by-case basis.

As regulators and local laws become increasingly complex to avoid, and the penalties incurred are very heavy for casinos that don't comply, it doesn't surprise me that we've seen a general tightening of these measures in recent years.

When a casino asks for endless KYC it's rarely(never actually) because of AML compliance measures. If they had concerned about that, they would have asked him to complete KYC once he had deposited his funds, not when he wants to withdraw them.
Weirdly we never see them asking KYC++ to losers, they never need more documents to take our money when we lose...  
Sadly Willowbitcoin seems to be a winner, and has been flagged as good bettor(sport bettor I guess), so they will find the most ridiculous excuses to not pay him.

It is a legitimate account so I was more worried about account sustainability and getting limited rather than having my balance "stolen".  I never considered it a possibility.  The annoying this is, I had plenty of opportunities to withdraw as that figure represents a grind over time from a $750 deposit to $6000 ( helped by bitcoin appreciation )

Im sure the OP bet on sports and he was a winner. .. Actually i dont think it has anything to do with AML.   i noticed when someone bet on spoelrts large amounts or won large amounts in sports then they start a lot of KYC things. I dont know what nature of deal a casino or stake specially habe with the sports odds provider probably its a revenue share deal so this KYC comes from the sports provider same as Rollbit a lot of issue with Rollbit banning custumers and most  of that customers bet on sports and winners . it makes me believe its the sports odd provider who flag the accounts.
While some guys who bet on inhouse games rarely get a KYC triggered.  Same as in Primedice its also owned by Stake but they never required any KYC even for large amounts  and its also a curacao regulated.  So you guys stop talking about AML.

This is a very sharp post. I don't think this case has to do with AML.

[bbc.reporter]

What a nightmare! I didn't even know you needed all this stuff for an online casino. To combat money laundering, I suppose? How much is the minimum? If you bet 10 and win 1000, do you still have to make a kyc?

Yes, these are AML Compliance measures, and measures to combat the "financing of terrorism" in general.
In general, you also have minimum wages, and you can't withdraw money immediately after a deposit. Often, for online casinos, you need to have gambled between 15% and 30% of your deposit for your withdrawal to be accepted without concern.

KYC depends more on the regulators (ANJ in France - as you are French, but it could be BGC in Belgium for example, no matter), and the laws they apply. A casino regulated in the Cayman Islands will not have the same KYC / POA / EDD policy as one regulated in the UK. Unregulated casinos sometimes ask for documents too, on a case-by-case basis.

As regulators and local laws become increasingly complex to avoid, and the penalties incurred are very heavy for casinos that don't comply, it doesn't surprise me that we've seen a general tightening of these measures in recent years.

When a casino asks for endless KYC it's rarely(never actually) because of AML compliance measures. If they had concerned about that, they would have asked him to complete KYC once he had deposited his funds, not when he wants to withdraw them.
Weirdly we never see them asking KYC++ to losers, they never need more documents to take our money when we lose...  
Sadly Willowbitcoin seems to be a winner, and has been flagged as good bettor(sport bettor I guess), so they will find the most ridiculous excuses to not pay him.

It is a legitimate account so I was more worried about account sustainability and getting limited rather than having my balance "stolen".  I never considered it a possibility.  The annoying this is, I had plenty of opportunities to withdraw as that figure represents a grind over time from a $750 deposit to $6000 ( helped by bitcoin appreciation )

Im sure the OP bet on sports and he was a winner. .. Actually i dont think it has anything to do with AML.   i noticed when someone bet on spoelrts large amounts or won large amounts in sports then they start a lot of KYC things. I dont know what nature of deal a casino or stake specially habe with the sports odds provider probably its a revenue share deal so this KYC comes from the sports provider same as Rollbit a lot of issue with Rollbit banning custumers and most  of that customers bet on sports and winners . it makes me believe its the sports odd provider who flag the accounts.
While some guys who bet on inhouse games rarely get a KYC triggered.  Same as in Primedice its also owned by Stake but they never required any KYC even for large amounts  and its also a curacao regulated.  So you guys stop talking about AML.

This is a very sharp post. I don't think this case has to do with AML.

However, this is stake.com, a reputable sportsbook. What reputable sportsbooks do is limit the account of someone who they speculate might be a winning professional sportsbettor. I ask again, why would stake.com harm their reputation for only $6000? This is a very small amount for them which they can pay very easily.

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

[3kpk3]

I ask again, why would stake.com harm their reputation for only $6000? This is a very small amount for them which they can pay very easily.

This is a very common excuse that supporters of popular sites tend to use in order to support them, but that isn't enough. They need to clarify their stance properly with proper evidence if you ask me.

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

He did mention that he repeatedly submitted KYC documents primarily because of this issue which is why Stake needs to clarify their stance.

[Rating Place]

What a nightmare! I didn't even know you needed all this stuff for an online casino. To combat money laundering, I suppose? How much is the minimum? If you bet 10 and win 1000, do you still have to make a kyc?

Yes, these are AML Compliance measures, and measures to combat the "financing of terrorism" in general.
In general, you also have minimum wages, and you can't withdraw money immediately after a deposit. Often, for online casinos, you need to have gambled between 15% and 30% of your deposit for your withdrawal to be accepted without concern.

KYC depends more on the regulators (ANJ in France - as you are French, but it could be BGC in Belgium for example, no matter), and the laws they apply. A casino regulated in the Cayman Islands will not have the same KYC / POA / EDD policy as one regulated in the UK. Unregulated casinos sometimes ask for documents too, on a case-by-case basis.

As regulators and local laws become increasingly complex to avoid, and the penalties incurred are very heavy for casinos that don't comply, it doesn't surprise me that we've seen a general tightening of these measures in recent years.

When a casino asks for endless KYC it's rarely(never actually) because of AML compliance measures. If they had concerned about that, they would have asked him to complete KYC once he had deposited his funds, not when he wants to withdraw them.
Weirdly we never see them asking KYC++ to losers, they never need more documents to take our money when we lose...  
Sadly Willowbitcoin seems to be a winner, and has been flagged as good bettor(sport bettor I guess), so they will find the most ridiculous excuses to not pay him.

It is a legitimate account so I was more worried about account sustainability and getting limited rather than having my balance "stolen".  I never considered it a possibility.  The annoying this is, I had plenty of opportunities to withdraw as that figure represents a grind over time from a $750 deposit to $6000 ( helped by bitcoin appreciation )

Im sure the OP bet on sports and he was a winner. .. Actually i dont think it has anything to do with AML.   i noticed when someone bet on spoelrts large amounts or won large amounts in sports then they start a lot of KYC things. I dont know what nature of deal a casino or stake specially habe with the sports odds provider probably its a revenue share deal so this KYC comes from the sports provider same as Rollbit a lot of issue with Rollbit banning custumers and most  of that customers bet on sports and winners . it makes me believe its the sports odd provider who flag the accounts.
While some guys who bet on inhouse games rarely get a KYC triggered.  Same as in Primedice its also owned by Stake but they never required any KYC even for large amounts  and its also a curacao regulated.  So you guys stop talking about AML.

This is a very sharp post. I don't think this case has to do with AML.

However, this is stake.com, a reputable sportsbook. What reputable sportsbooks do is limit the account of someone who they speculate might be a winning professional sportsbettor. I ask again, why would stake.com harm their reputation for only $6000? This is a very small amount for them which they can pay very easily.

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

Stake is a good book and I have no opinion as of yet on which party is right. I just feel that Martingaleboy made good points in that odds providers are the ones that set limits and flag accounts. He also said that the case isn't about money laundering. The OP is a grinder. He's not putting money in at Stake and then transferring that money out without action.

[Willowbitcoin]

Has anyone recorded themselves logging into their utility website ( showing the bill ) Then logging into their bank and showing payment. Uploading this video to youtube. Linking this youtube video on a pdf page and then uploading the pdf with the link?

That would have to be better than a physical or digital. Right?

I might try that. Ive never uploaded to youtube so i need to work that out. I will do it tomorrow or monday.

Also someone asked me to post all the chat logs. I could, but it is just an endless loop of them linking me to the support page showing the documents they will accept (which ive sent) and them also saying its a different department that does the KYC when i ask them specifically whats wrong with my document/s.

the only difference was most recent discussions (which ive posted), where they now ask for three months worth of physical documents with stamps and signatures. Which caused me to post my story on here looking for help.

And yes, people saying 6k is not a lot to stake. Maybe, Maybe not but its a lot to me ;(

[pawanjain]

I have pm'd stunna a couple of weeks ago and to be fair, i see he hasnt logged into the board since i pm'd him. Maybe he can help and if he does, I will be equally embarrassed and grateful.

Frat Version :- Stake.com is withholding 6000 USD from me. Hiding behind impossible KYC requirements for internationals.

It's really sad to see famous gambling sites like Stake.com behave like this. It will surely decrease their reputation.
You have gone through a tough time already with Stake and I would never deposit on Stake seeing such things happening on their site.
$6000 is not a small amount to lose. So many KYC norms yet you haven't got any positive response.
To be honest, if this case doesn't conclude in a positive solution then Stake has lost my respect.

However, this is stake.com, a reputable sportsbook. What reputable sportsbooks do is limit the account of someone who they speculate might be a winning professional sportsbettor. I ask again, why would stake.com harm their reputation for only $6000? This is a very small amount for them which they can pay very easily.

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

Is it mentioned anywhere on their site that using VPN when on travel isn't allowed ?
If no, then OP has the right to claim his funds and withdraw it.
He has already submitted so many proofs which should be more than sufficient.

$6000 might not be a small amount for Stake.com but it sure is a big amount for many.
Besides that, we never know how many people are facing similar issues.
Collecting around $6000 from many such people will surely become a huge amount.
Not everyone would be reporting on this forum about their losses.

[Outhue]

I like the original post, it's clean and well explained, this is a complaint that I find easier to understand compare to some past complains from few newbie accounts on this forum.

As I was reading through comments page by page,, I get to know that OP used a VPN connection at a time, this might not be the reason why they are holding your money, if it is then they won't be asking for verification, and it's just 6000$ we are talking about here, coming from a very popular casino like sTAKE, that's mean.

Also I will like to ask OP how many times he has won through STAKE, see if you keep winning the house, they will believe that your winnings are not pure, and that you are winning using something that they don't know about.

I had to advice a friend who faced something similar to your to start using more than two online casinos, because he is a lucky fella that wins more than he lost within three months now, I knew they will at one point limit his access and probably seize some money and they did.

[Peanutswar]

Im just wondering if you used the legit Stake platform because they have a lot of bootleg versions in the search engine once you take a check. Well, by the way, at some point it takes time before they confirm the concerns and takes a lot of process having the proof of billing and other IDs is enough to pass the verification to make a withdrawal, question how long you take playing and how many times you make a withdrawal and deposit or is this specific number of amount is only have an error for withdrawal?. Sometimes it happens when there's a bonus use and you manage to win a huge amount and make a withdrawal.

[danherbias07]

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

He did mention that he repeatedly submitted KYC documents primarily because of this issue which is why Stake needs to clarify their stance.

Do take note that even our local exchange, online banking, and even Google Mail do warn us whenever our account logs in to a different place. (even the same country but different city) This is for security reasons and using VPN might really be the big problem here.
What if they are trying to just secure the money from those evil people who will try to pose as the real owner? I've seen it.

And yes, people saying 6k is not a lot to stake. Maybe, Maybe not but its a lot to me ;(

I don't think they are going to damage their name for this. Yes, for us $6k is a lot of money but you did try to contact them and maybe all we need here is patience. If this happens to me, I am going to lose my mind but that cannot resolve anything.
Perhaps there will be other steps that could fix these things. Like maybe a video call to prove your identity. I think I have done this with Binance when I lost the Authenticator code. IMO, this is just for security reasons and I am sure your balance is intact.
I have not been in this kind of situation before but I feel you, bro. I hope it gets fixed as fast as possible.

[Saint-loup]

Im sure the OP bet on sports and he was a winner. .. Actually i dont think it has anything to do with AML.   i noticed when someone bet on spoelrts large amounts or won large amounts in sports then they start a lot of KYC things. I dont know what nature of deal a casino or stake specially habe with the sports odds provider probably its a revenue share deal so this KYC comes from the sports provider same as Rollbit a lot of issue with Rollbit banning custumers and most  of that customers bet on sports and winners . it makes me believe its the sports odd provider who flag the accounts.
While some guys who bet on inhouse games rarely get a KYC triggered.  Same as in Primedice its also owned by Stake but they never required any KYC even for large amounts  and its also a curacao regulated.  So you guys stop talking about AML.

Yes you're right, sportsbooks usually also have a home team doing this job, but it's mostly odds providers who flag customer accounts.
Stake's odds provider is Betradar and Betradar has a special department dedicated to this task actually : MTS. They openly admit to profile every customer of their customers and giving them a "Customer Confidence Factor (CCF)" .

RISK MANAGEMENT
Your business is in safe hands
With MTS managing your sportsbook liabilities, you won’t just boost your turnover. You’ll boost your security too.
We’ll protect you from threats while deploying trading strategies to help you reach your goals.
Automated Profiling
Each punter is automatically profiled and gets a Customer Confidence Factor (CCF) based on our AI-derived and trader-proved algorithms. The CCF updates daily based on profile examinations, and we’re happy to adapt it manually too if need be.
[...]
Give people a more personalised betting experience by configuring their profiles on an account and sport level (pre-match and in-play). You can even configure individual live time delays, maximum stakes or re-offers for each customer.

https://mts.betradar.com/selective-trading-solution/

Automated Player Risk Profiling
Understanding how your players behave lets you determine the level of risk you can tolerate per player, shop or terminal. Which means you can protect your business and offer the best possible betting experience.
That’s why player profiling should be a standard part of being a bookmaker. But doing it manually is labour-intensive and open to mistakes.

MTS uses AI to automate the process and give you a more accurate picture. The system constantly runs over 1.2 million profile checks on average every day. And if you want to adapt the profiles manually later, you can.
The result? Better performance and higher profits than if you profile your players manually.

https://mts.betradar.com/wp-content/uploads/sites/23/2023/02/Betradar_MTS_brochure_english_2022_online.pdf

[darkangel11]

Me - official thai housing document. Stamped by thai government. Showing i live at this address. not approved.
Stake - They ask for a bill.
Me - Send in Gas bill
Stake - ask for a bill and proof of payment
Me - Send in Gas bill and bank statement showing the transfer
Stake - Ask for a bill less than a month old
Me - I wait a month for a new bill to come in and send this along with another bank statement showing payment.
Stake - Not accepted. Ask again for a bill less than a month old
Me - Starting to get worried.... Go back and forth many times with chat. They cant (or wont) tell me whats wrong
Me - Send in a different bill. physical electricity bill and physical proof of payment (this is written in thai)
Stake - Not accepted. They dont tell me why but i assume its because its in thai.
Me - I transfer my electricity account to an online account so i can give them new bills and payments in english
Me - Send in a new digital bill and digital proof of payment in english ( It even has a QR code on it )

This is completely ridiculous, here's why.
I live in the UK and we no longer get physical bills here. I have online accounts for all the media, natural gas, electricity, everything. The only thing I get in paper form is water, but that's because the water company is small (local only for my town) and they just have like 2 people working in the office. They don't have their own servers and stuff, but in all bigger cities you'll also get that in digital form.

Them asking for a paper document has no legal grounds as you may not be getting that at all.
The same is with asking for a month old bill. I just see a balance change, they even send me a message on my phone about new bills and stuff. I don't get a "normal" bill like in the old days when you could find it in the mail, nor am I able to pay it at the post office to get a "stamp".
I would not be able to meet their KYC requirement, despite living in a "first world country".

IMO they're doing it on purpose to scam you.

[decodx]

This is completely ridiculous, here's why.
I live in the UK and we no longer get physical bills here. I have online accounts for all the media, natural gas, electricity, everything. The only thing I get in paper form is water, but that's because the water company is small (local only for my town) and they just have like 2 people working in the office. They don't have their own servers and stuff, but in all bigger cities you'll also get that in digital form.

Them asking for a paper document has no legal grounds as you may not be getting that at all.
The same is with asking for a month old bill. I just see a balance change, they even send me a message on my phone about new bills and stuff. I don't get a "normal" bill like in the old days when you could find it in the mail, nor am I able to pay it at the post office to get a "stamp".
I would not be able to meet their KYC requirement, despite living in a "first world country".

Same here. I'm from the EU and all my utility bills are also digital. Also, I can't even remember the last time I paid a utility bill at a bank counter using hard cash. I do everything through mobile online banking services. Looking for such bills, receipts, and other "physical" evidence nowadays is ridiculous. I don't know what they are thinking.

IMO they're doing it on purpose to scam you.

I don't know what they are thinking. Maybe OP is some kind of special case and therefore they are looking for additional evidence. It would be good to read their side. Has anyone officially responded to this yet?

[348Judah]

However, this is stake.com, a reputable sportsbook. What reputable sportsbooks do is limit the account of someone who they speculate might be a winning professional sportsbettor. I ask again, why would stake.com harm their reputation for only $6000? This is a very small amount for them which they can pay very easily.

I also believed that we have a number of forum members using this same platform and never complained about anything being abnormal concerning stake.com and their experience with them, this amount is just too small to jeopardize with their reputation all because they needed such, they have gone far away from that kind of childish mentality and left such for the incoming ones to take or use.

Also, @Willowbitcoin also mentioned that he used a VPN when he went overseas in a banned jurisdiction. This might be a something similar to a breach in stake.com's terms and conditions.

Am sure it one of the reasons or the major reason why he was tound in this kind of situation, violating the rules has it own purnishable offense which cannot be skipped, same applies to non compliance to KYC whenever they requested for one, you must provide or risk having access to some functions.

[BitcoinGirl.Club]

And yes, people saying 6k is not a lot to stake. Maybe, Maybe not but its a lot to me ;(

I am sorry that you are going through a hard time but I am sure there will be a solution which will eventually be justified either in your or their favour but we will know that it was justified. From my side since I am wearing Stake signature, I felt I have a duty to inform them. I already sent a PM to Stuna. Let them check it and leave a response for you.

You still did not say that if you have used VPN.

[Fivestar4everMVP]

And yes, people saying 6k is not a lot to stake. Maybe, Maybe not but its a lot to me ;(

I am sorry that you are going through a hard time but I am sure there will be a solution which will eventually be justified either in your or their favour but we will know that it was justified. From my side since I am wearing Stake signature, I felt I have a duty to inform them. I already sent a PM to Stuna. Let them check it and leave a response for you.

You still did not say that if you have used VPN.

You might want to read the op again carefully till the end, op did made mention of using VPN when he was overseas which is what resulted to the whole problem in the first place..

You confirm he said it from this shot below, it's a shot taken from the op
..

To me, op clearly broke the rule, VPN usage is something most casino heavily frown at, if this was some other casinos, by now, they probably would have closed OP's account and confiscate the fund in it, but then, I personally  I'm pleading with Stake to please tamper justice with mercy.

[pixie85]

To me, op clearly broke the rule, VPN usage is something most casino heavily frown at, if this was some other casinos, by now, they probably would have closed OP's account and confiscate the fund in it, but then, I personally  I'm pleading with Stake to please tamper justice with mercy.

Ok, he did that but... and it's a big but

He wasn't banned.
His account was not suspended
He wasn't told that they are investigating his VPN use case.

He was told to provide KYC documments, that's all. He complied and was told it's not enough.
Literally they wanted his utility bill and he gave them that and they rejected it because it wasn't recent, so he sent another one, this time recent, and they demanded something else, like a proof of payment. They are obviously trying to delay everything and it's not as simple as a VPN use.

It's clear he was able to prove his identity and place of residence by showing his friggin passport and registering an account from Thailand without the VPN.

[Fivestar4everMVP]

To me, op clearly broke the rule, VPN usage is something most casino heavily frown at, if this was some other casinos, by now, they probably would have closed OP's account and confiscate the fund in it, but then, I personally  I'm pleading with Stake to please tamper justice with mercy.

He was told to provide KYC documments, that's all. He complied and was told it's not enough.
Literally they wanted his utility bill and he gave them that and they rejected it because it wasn't recent, so he sent another one, this time recent, and they demanded something else, like a proof of payment. They are obviously trying to delay everything and it's not as simple as a VPN use.

Except anything has changed, from what I previously understand from the op..
Stake requested a utility bill which he provided, then stake rejected it cus it wasn't recent, then op provided another utility bill which is recent but written in Tai and also digital, stake rejected it also because it wasn't written in English and was digital, stake requested op provide a recent utility bill that is physical, written in English and also signed and stamped..

OP now is complaining that it is impossible for him to get a physical utility bill that is written in English, and even if he manages to get it, it is also impossible to get one that is signed and stamped..

Like I said earlier, the above is what I understand from the op, if nothing has changed.