The player from California experienced issues with his account after redeeming a drop code for $6, which he believed he had met the wagering requirement for, but was informed that he had not. After multiple attempts to clarify the situation, he was blocked from contacting support via live chat for alleged spamming. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player and had to close the complaint at that time. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Stake Casino US - Player's account access is restricted.
Closed
Our verdict
Player stopped responding
Amount: $6
Stake Casino US
Safety Index:Above averageCase summary
Discussion
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10 months ago
I redeemed a drop code for $6 that had a wager requirement of $4195.
I checked my stats 3 hours prior and was at $4200+
for 3 hours I was playing meaning my wager only increased from the time I checked to when I redeemed the code and it said i did not meet the wager requirement. When I contacted chat. They said that stats are not in real time. Meaning they must be some delay which is fine. If 3 hour ago I was already wager enough and I checked my stats again 2 hours after the initial me and showed me $4303 and all I did was play until I redeemed the drop then. By logic real time or not. I was well above the required wagering.
after they realized that they were wrong and no way to back up the excuse they gave me. They blocked me from being able to contact support via live chat under accusations of spamming because they kept ignoring me over and over as can be seen in screenshots.
this is for STAKE.US
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10 months ago
Dear jaimeandujojr,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Stake Casino CO.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please share a link to this drop code special offer?
- Has this been your first time playing at this casino?
- Did you receive any notifications regarding your wagering progress after redeeming the code?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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9 months ago
Dear jaimeandujojr,
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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9 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,
Katarina
Casino.Guru
