Stake Casino - Pelaajan talletusongelma on edelleen ratkaisematta.

Dear needhelpurgentlyp2,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the main issue seems to be you used an incorrect address when sending the transactions?
• Have you received any justification from the casino regarding the recovery of the transaction? Could you please share the casino's response?
• Share screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

Do I understand correctly the main issue seems to be you used an incorrect address when sending the transactions?

No, that is not the issue. The main issue is that the sent ApeCoin (APE) using the BEP20 network to my Stake.com APE ERC20 wallet.

Since BEP20 and ERC20 wallets share the same address and private key, the funds are technically still accessible on Stake's end. I am aware that Stake has successfully recovered APE deposits for other users in similar situations, but they have refused to assist in my case. I am requesting Stake.com to recover my 2900 APE, just as they have done for other users in similar situations. Also, I am full KYC verified user on website. I used this platform over 2 years+.

Have you received any justification from the casino regarding the recovery of the transaction? Could you please share the casino's response?

Stake.com has not provided a clear justification for why they are refusing to recover my transaction, despite successfully recovering similar cases for other users. However, I know for a fact that they have helped other users retrieve their APE deposits in the same situation. This inconsistent approach is what concerns me the most. If they have the ability to recover BEP20 APE deposits for others, why am I being denied the same support?

Share screenshots here or send the information to my email at tomas@casino.guru

I attached some screenshots(deposit address of stake.com, live support screenshots and transaction hash screenshot) here, I sent transaction hash details to your email address (tomas@casino.guru). Thank you for your help. (please, private mode for screenshots, my sensitive data)

Thank you very much, needhelpurgentlyp2, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear needhelpurgentlyp2,

I'm so sorry to hear your deposit was not credited to your casino account. I'll contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan and needhelpurgentlyp2,

As our Support Team explained, we only support ApeCoin over the ERC-20 network. In this case, the token sent is not supported, and the network used was not the ERC-20 network. Additionally, the APE and thir ApeCoin coin are distinct and identified by different contracts. The not supported token sent is available on decentralized exchanges (DEXs), where the arbitrage amount is significantly lower, as you can see on this link: https://www.geckoterminal.com/bsc/pools/0x08a2749863d8353dcee9869131192784e783f48a?utm_source=coingecko&utm_medium=referral&utm_campaign=searchresults. The current value is $0.003103, so the total value of the transaction in question would be $8.99.

Due to these factors—the unsupported network and token, the low amount, and the limited availability on DEXs—we cannot recover the tokens.

It's important to remember that cryptocurrency transactions are irreversible. Once initiated, they cannot be canceled or reversed. This highlights the importance of double-checking all transaction details before confirming a transfer.

Thank you for your understanding and patience in this matter.

Kind Regards,

Hello Stake Casino,

Thank you for your response and the information you have provided.

Dear needhelpurgentlyp2,

Could you confirm if you have sent the BEP-20 APE tokens to the ERC-20 wallet? As you can clearly see in the screenshot you provided us previously, the casino does not offer a deposit option for the APE BEP-20 tokens.

I'll be awaiting your reply.

Dear needhelpurgentlyp2,

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.

Hi Stake.com Support,

After further clarification, I now understand the issue. I see that you only support ApeCoin on the ERC-20 network and not the BEP-20 version. I’ve also checked and confirmed that the information you provided is correct. I appreciate the explanation and the link for further reference.

While I regret the loss of funds, I acknowledge that it was my responsibility to verify the details before proceeding. However, I would have appreciated receiving this clarification earlier. A prompt and clear explanation from your team could have prevented confusion and unnecessary frustration. Better communication in such cases would go a long way in ensuring a smoother user experience.

That said, I consider this matter resolved. Thank you for your assistance.

Best regards,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.