Stake Casino - Pelaajalla on ongelmia tasapainon ja vetäytymisen kanssa.

Hello, I played the Original Stake game called "thread", suddenly a large part of my balance disappeared, I reported it to support and they told me that they did not notice any failure. Later I continued playing and when I finished playing, I decided to withdraw, when I wanted to withdraw it did not let me. I refreshed the page and money was subtracted again. Then I noticed that they have a visual error when playing in "fast and without animations" mode, of course, I noticed it after having lost a large part of my balance, assuming that I had another amount. From support they told me that it has been solved, which is a lie, because it continues to fail.

Thanks.

Dear morajuan493,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

What specific error message, if any, did you encounter while attempting to withdraw your funds?

Can you describe the exact actions you took when your balance disappeared during the game?

What steps were you advised to take by support when you reported the issue?

Are there any screenshots or other documentation of the issue that you can share?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear morajuan493, could you request your game history in Excel format from the casino and forward it to dominika.l@casino.guru? Please advise the exact time of the incident.

Hello, the error that occurred is visual. In the bets it is not possible to distinguish, that is why I sent you the video.

Dear morajuan493, in order to move forward with your complaint, we kindly ask you to request your full game history in Excel format directly from the casino. This document is necessary for us to properly investigate the issue and help resolve it fairly.

Dear morajuan493,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.