Stake Casino - Player claims account manipulation after reaching high winnings.

Since Friday, 09/20/2024, I started playing at stakecasino. At first, everything seemed normal without anything unusual. As the days went by, specifically on Monday, 09/23/2024, I reached 2.5m in my account. I was playing normally, winning and losing equally. However, once I reached that sum of 2.5M, despite the countless bets and slot spins I made, I didn't win anything at all (yesterday's record: 10,000 bets, 1,000 won, 9,000 lost). It's incredible and evident how my account was manipulated and my win percentage was lowered since I won that amount. It's frustrating to have that sum of money and drop to $0 without any stops because your account is tampered with and you don't win anything. Today when I get home, I will attach images of the statistics.

Dear migupereyra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, such as your full gaming history, please forward it to me.

My email is tomas@casino.guru

I'll await your reply.

Best regards,

Tomas

Dear migupereyra,

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.

Hello, I just received notification of your response today, that's why I didn't respond before. When I get home I'll send you the statistics attachments.

Hi, I sent you an email with the photo, I await your response, thank you.

Hello migupereyra,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dale, thank you very much. I'll keep you posted.

Dear migupereyra,

I appreciate your patience.

Based on the provided information we can't reach any conclusion.

If you wish for our assistance, request records of your full gaming history from the casino and send them to us for review. I'll await your reply.

Hi, I already sent you a photo via Gmail (I'm attaching it here) If that is not what you are asking for, could you tell me exactly what you are asking for, so I can do it and pass it on to you?

Dear migupereyra,

this information is not something we can draw conclusions from.

The record of your gaming history is a list of all bets, the result of each bet, the amount of your real and bonus balance at the time of the bet, etc. in a table format.

Kindly request this information from support, as they should be able to provide you with this detailed information.

Send me the file you receive from them for review. I hope this clarifies my request.

Hello, how are you? Here is another photo. I don't know if it is what you are asking for, but if it is not, could you please tell me step by step what I have to do to get the information you are asking for? That way I won't keep sending you screenshots that are of no use to you.

Dear migupereyra,

In order to obtain the records, kindly contact casino support and request the gaming history of your player account from the time you played in the casino.

The file you should receive might be .xlx or .csv file (openable in MS Excel)

Each line in the table is a record of a single bet, the time of the bet, the bet amount, the current bonus and current real money balance, and similar information. I hope that clarifies my request.

I'll await your reply.

Hi, I sent you an email with the files for September 23, 24 and 25.

Thanks for the files.

I went over the data, however, based on the amount of played game providers and different games compared to all the game rounds player is not sufficient for us to reach conclusion about any particular game.

RTP of any game is based on 10000 game rounds, which is an amount your gameplay doesn't reach for any game.

I am sorry for the disappointing result of your complaint. I'm closing the complaint due to lack of evidence.

Even though we couldn't help, please don't hesitate to contact us if you happen to encounter issues with any online casino in the future.