The player from North Carolina had placed a 5k bet on a crash game, but immediately afterward, the website crashed, resulting in a loss of funds. He had attempted to recover his money by sending an email and making a claim. The Complaints Team was unable to confront the casino due to insufficient evidence provided by the player and, after extending the response time, closed the complaint due to a lack of communication from him. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Stake Casino US - Player lost money due to website crash.
Closed
Our verdict
Player stopped responding
Amount: $5,000
Stake Casino US
Safety Index 8.0 HighCase summary
Discussion
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11 months ago
I put a 5k bet on crash and as soon as I went and placed the bet it instantly crashed and the whole website went down and I lost the money. I did everything I could to get it back sent them an email and tried to make a claim.
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11 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the $5000 bet you made been deducted from your gaming account, or has this bet not been accepted at all by the system? Was the bet recorded in your game history?
- Could you please share with me the evidence you sent to the casino (game history, screenshots, chat history), along with the casino's responses to your inquiries? My email is tomas@casino.guru
- Have you experienced any similar issues in this casino before? Have you made previous bets in this game of similar value?
Thank you in advance for your reply.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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11 months ago
Thanks for your reply.
I apologize; however, we are unable to confront the casino regarding the issue based on the evidence you provided.
If there is any other supporting evidence, don't hesitate to share it with me; otherwise, we won't be able to confront them.
Looking forward to your reply.
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11 months ago
Dear Collywally,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
