Stake Casino - Player experiences game error leading to loss of winnings.

I made a few decent wins on live roulette betting 1 dollar bets at 5-7 bets a spin per spin. I won up to about 100 dollars. I lost a spin with 4 dollars in bets and I had another 5 dollars on the table for a spin when at this point the live dealer game froze / crashed and in 2 spins I was charged 55 dollars and 36.11 to completely clear my balance to zero.

Live support told me I made the bets and the game makes no errors. although I never did make the bets much less raise my bet so extremely and I explained to them that even with Max bet I couldn't have bet my last 11 cents at the game which was Live Roulette and only accepts minimum 1 dollar bet. I since tried to max bet with change and it would not allow me too.

Stake scammed me and took my whole balance/ win.

Dear joshuaaglavin,

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. Could you please advise if you see this bet in your game history? Does it have any result - win/loss?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I can see the transactions in the history of game play yes. Unfortunately I didn't screen shot our conversations with support

Thank you for your reply, joshuaaglavin. Please forward me your game history and mark the bet you believe wasn't credited/placed correctly.

Unfortunately it was in January and I wasn't able to access that far back in my game play on stake.

In your previous message, you mentioned seeing the bet in your game history, but now you're unable to see it. Can you please provide clarification?

Please note that if you cannot provide evidence supporting your claims, we won't be able to proceed with this complaint.

This happened in January of 2024 and the Game History does not save indefinitely on Stake. So I am unable to provide the corresponding evidence I tried to go back in the game play log and it won’t go back that far.

I didn’t think I would see a reimbursement for this I mainly wanted to warn people stake is scamming

I apologize, but without any evidence that there indeed were these winning bets, there is not much we could do. However, you can always contact the licensing authority or the game provider as they have more advanced tools and options to help players in similar situations and investigate what happened.

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.