Stake Casino US - The player's withdrawal disappeared.

I won $500 on Stake.us after making a deposit of $100 via cash app. Deposits on stake are made using crypto currency. The same goes for cashouts. I cashed out $400 out of my total winnings and gave my Bitcoin address for the deposit. Cash app declined the deposit from stake. The only option I was given from cash app was to accept the rejection. Now stake knows that my deposit was rejected and are stating that we used the wrong Bitcoin wallet to return the funds to. This was not an option for me. So my winnings are with stake - not in my stake account and they are refusing to get them to me. I contacted stake, cash app, and blockchain. Blockchain provided me the address that the money was returned to. (I will list all the Bitcoin addresses below). When I contacted stake through the chat portal the specialist disconnected me and said any further communications will be through email. I have not received any emails and do not have an email address to contact stake.

Hello scottmedlock107,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please forward all the supporting evidence to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

First of all there is no way we used the wrong Bitcoin address reason being it was same Bitcoin address from cash app we used to deposit the Bitcoin.

We have the address where the Bitcoin is now after cash app declined. Cash app immediately notified me to reverse the transaction in order to receive it and Blockchain shows my Bitcoin at a null address. Cash app never took possession of the transaction

It should have gone right back where it came from....

To answer your questions Nick I did not use a bonus I used real money (deposited Bitcoin from my Bitcoin address).

Yes I've been verified in fact cashed $100 on Bitcoin using Coinbase and it worked fine.

Last communication I had with stake.us was I believe last Wednesday over chat with a specialist and I was told all communication concerning my case will be through email.

Seemed concerning that in the middle of trying to find where my winnings went the specialist notified me that no further communication will be over chat and it will be through email and then cut me off. That's when I knew I was being ripped off and that's when I got a hold of you Nick...

I'm going to attach screen shots of everything I have for you to view Nick.

What's the best way for me to send you screenshots of the details that I have gathered?

Thanks for your help... feeling better that your helping look into this.

-Scott

Please forward it all to nikolas.b@casino.guru for further review. We will get back to you once we check it.

I sent everything to nikolas.b@casino.guru 2 days ago. Do I need to send all the info from here?

Hello Nick,

This is Scott....haven't heard a word and it's been a week. Can I get an update of the status of my money. Can you let me know if you received all the information I sent you.

Thanks,

Scott

Thank you scottmedlock107 for the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello scottmedlock107,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Stake Casino US to join the conversation and participate in the resolution of this complaint.

Dear Stake Casino US,

Can you please provide further insight into what has happened to the player's winnings? How is it possible that the amount was sent to the incorrect address?

Kind regards,

Adam

Greetings Adam,

Thank for taking up our case and also thank Nick for his effort. I hope to get this resolved so I can receive my winnings ($400.00 in Bitcoin). I played and expect to be treated fair.

Thank u Adam

kind regards,

Scott

Hello Adam,

I'm here checking the status and I see that stake.us has not responded and there is 10 hrs left for them to reply. I reviewed stake.us terms and conditions....If they don't reply would you suggest I contact AAA 1800-778-7879 and start the arbitration process?

I'm humbly new at this and ask if you are willing to help me with this process as you are an expert? I gave them my hard earned money and they had no problem taking that but now that I have won I feel pushed to the side and very ripped off.

Thank you.

Sincerely,

Scott

Adam,

I would just like to add I contacted stake.us immediately once there was an issue with receiving my winnings over there chat portal and the representative of stake sent me a message that he would be disconnecting our conversation and any further communication would be over email.

I have not received an email from stake.us regarding my winnings, in now going one month, just promotional emails to deposit more of my hard earned money.

-Scott

Hello Scott,

Our standard process is to allow the casino 2 periods of 7 days each to be able to respond. As we have waited one week, I will extend the timer for 7 days. I will also attempt alternate methods of contacting them.

We would like to ask Stake Casino US to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear Scott,

I have since been provided an alternate e-mail address for the casino, so I have contacted them again and will extend the timer to allow time for a response.

Kind regards,

Adam

Greetings Adam,

How did you come across the email? Did stake.us respond? Maybe now we can go forward so I can collect my winnings. This is not right... we are now a month in a half into this.

Is this a common process when a player collects their winnings.

Thank Adam for your time and effort.

Sincerely,

Scott

Adam,

Adam can you respond to my last message and give me a status update please?

Also just to clear up the discription of my case which reads

"The player's withdrawal disappeared as the casino claims he used a wrong crypto address." Written by Adam.

It was the same address in which we deposited provided by cash app.

Cash app declined the transaction sending the money back to stake.us.

You must have seen all this info with attachments already because I have sent all this to you.

Please give me a status update. I need my money. I won fair and square and never received my money.

Thank you,

Scott.

Dear Scott,

The casino has informed me that they have been experiencing some difficulty in replying to this thread. I would like to ask for your continued patience while I get this fixed, as we need more information from the casino in order to proceed.

Kind regards,

Adam

Ok adom so what's going on ? How is this helping me collect my winnings ? Did you gather the info from the casino?

Dear Casino Guru,

Following the player complaint we have performed an assessment on the customer account and redeems to have a full understanding of what happened in this case. However, before we provide our comments, we would like to make some clarifications to the customer's complaint.

Stake.us is a social casino where you can play for FREE and have fun. At Stake.us, the customer can try the experience of casino games by playing with virtual tokens such as Gold Coins that they can claim for free every day when login on to their account. Additionally, the customer can also win prizes that can be redeem. Accordingly, at Stake.us there are no deposits or withdraws since it is not a casino.

In regards to the customer complaint, we have checked the player transactions and we confirm that the customer has effectively won a 400$ prize and that has redeemed the same on 7/12/2022. The prize was redeemed in bitcoin to the crypto address provided by the customer and after checking the same we can confirm that on both our internal system and blockchain the same appears as approved and completed.

Accordingly, it is not true that Stake is holding the customer prize or the transaction was not completed. Due to GDPR limitations, we are sending the evidence by e-mail to prove that Stake complied with its obligations and sent the redeemed prize to the customer.

Best,

Stake.us

The Bitcoin address I have is with cashapp Its the only address iv used to deposit on stake and withdrawal. Never had a wallet. I only have my Bitcoin address with cashapp.

I was told by cash app that the prize Bitcoin was reversed back to stakes "external wallet provider".

The address in which you looked up is not a Wallet address it's my Bitcoin coin address with Coinbase. Its where I'd like stake to send my prize since cash app declined it. I redeemed a $100 Bitcoin prize from stake using my Bitcoin address from Coinbase and had no issues after the $400 episode....

Adam since the Bitcoin prize has been moved around from different wallets ,as you have stated,then it must be accessible so I could get paid.

This is going on two months now and Iv been extremely patient. I'd for someone to find the wallet and access my winning and get this behind us Adam. It's cut and dry.

After I send this message I'm going to attach a layout of the Bitcoin addresses and wallet addresses to clear up any confusion. I only used 1 Bitcoin address no wallet address.

Adam make no mistake.....you have the addresses mixed up by assuming what they are. Now this is my cashapp address:

Dear Casinoguru,

We check our wallet and there was no refund from any provider in this case. Would the player kindly provide proof from its Cashapp showing that the transaction was sent back and the address to which the refund was done so that we can understand if the refund effectively happened and if it was sent to us.

Right now, we do not have any transaction on our wallet or on the player account that shows what the player is claiming.

Best,

Stake

Hello Stake.us Casino,

Please see my reply via e-mail.

Kind regards,

Adam

Dear Stake,

It seems to me your being confused in regards to the facts. The money is in a wallet. I Scott have never had a wallet. So when it got reversed from cash app it went into a wallet. Let me say that again ...I do t have a wallet. This transaction was reversed. That means back to the casino who gave it. It did not get reversed back to me it hit reversed back to the place it came from. Frankly I really have no concern about where it's been moved around to....it was reversed be ack to you(Stake). That's what reversed means ... Went back to where it came from....reversed.

As Adam has also stated the transaction has been moved to external address belonging to Stake. As I have attached his message as proof.

I won't know let up until I receive my winnings that I won fair and square with my hard earned money I used to play.

*******IMPORTANT INFORMATION*******

In next message in order to move forward

Dear Scott,

There has been no further response from the casino, I will contact them once more.

We would like to ask Stake Casino US to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Adam,

After chatting with stake.us specialist, as of yesterday, they confirmed my winnings are in stakes "Hot wallet" provided by them in the case of an reversal.

Adam, take note of this. This is Stakes hot wallet this where my winnings are.

I'm attaching a screenshot of my conversation yesterday with Stake.

This is proof that my winnings did Indeed go back to stake.....

So they can not deni it here is the proof...

Also the "fundsrecovery@stake.us" have not responded to my many attempts to contact them ....already five emails sent out since JANUARY 15TH.

Something needs to be done.

My funds have been tied up for over two months now not mention all the time and effort to only be out through this rigorous loop process and I'm still being ripped off ...plain and simple.

-Scott

Dear Scott,

I emailed the casino again yesterday regarding the additional information you provided. Usually, at this point (2 weeks with no response) we close the complaint as 'unresolved'.

However, the casino operates without a valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to.

Therefore, as I have again attempted to contact them, I suggest we allow one more extension of the timer in the hope that they will respond and we can find a resolution to this issue.

Please let me know if agree, if not we will close the complaint as 'unresolved' as mentioned.

Kind regards,

Adam

Dear scottmedlock107,

The casino has not replied to my previous e-mail.

I have tried to contact the casino multiple times, but without further information from them the complaint will now be closed as "unresolved".

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

As mentioned previously, the casino operates without a valid license so there is no gaming authority to turn to in this case, but Stake.us does list the American Arbitration Association on its website with regard to dispute resolution.

You can submit a complaint to them here (https://adr.org/Support) but please do check the information on their website first as it seems that fees will be involved.

I am sorry we could not be of more help on this occasion.

Best regards,

Adam