The player from Chile has experienced a technical problem while playing Mega Wheel. We’ve rejected this complaint in our system due to a lack of evidence.
Stake Casino - Player has experienced technical glitch while playing.
Amount: 2 BTC
Stake Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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2 years ago
Dear TikiTiki,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Translation
Dear Petronela, thank you very much for your answer. I tell you that it is quite difficult for me to be able to send you my complete and detailed Game history, since it was requested from the casino in question, even in the way that you request, exported in some type of document, but it was denied as As you can see in the attached capture within my casino conversation, without further explanation it is denied, that is why, within this complaint, I am requesting that and all the relevant information in relation to my complaint and my account, since I I understand that without "no evidence" it is difficult to clarify this, the most evidence I am attaching to your email right now, which is the last complete conversation I had with Stake support, where they tell me that they are having technical problems and then without further explanation or knowing more about the technical problems I am referred to support via email. Therefore, right now I am requesting the help of Casino Guru so that the casino becomes part of my problem, which has been happening until now, and as I mentioned, on more than one occasion. I appreciate the attached link, however, as I mentioned this game live, I usually play it both in stake and in other casinos, Stake being the only one that always caused me problems, therefore, I can deduce that the problem comes from Stake. Mainly I am focused on Stake sharing with me the information that as a Player I should be aware of, which would be information directly requested from them in relation to my account in their casino, and based on all the information that they did not give me so far, to be able to work together as player and casino in a resolution of this conflict.
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2 years ago
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Petronela, I have just sent you the relevant information via email. I thank you
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2 years ago
Thank you, TikiTiki, for your replies and forwarded emails.
Do I understand correctly that your bets have been rejected any returned back to your active balance?
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2 years ago
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My bets were rejected, some within the live video game, but deducted from my balance, others were accepted discounted but not reflected (both in the win of the round, and lost, which generated that basically there would always be a loss) and others were also They reflected and were valid bets, but even those bets were as if they did not exist, regardless of whether it was a lost or won round.
That is why I tell you again, that the amount requested in BTC is mainly because I never deposited a fiat currency that is not a cryptocurrency, and this casino is mainly cryptocurrency, my deposits were not always or exactly BTC but I take it to this cryptocurrency in relation to all the other deposits and losses that there were in other cryptocurrencies and in relation to the substantial losses and some gains that there were, which were added but due to these technical problems in any case it was a lost-lost balance due to this technical error. I appreciate your help.
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2 years ago
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It is also worth mentioning that I am only requesting money that was withdrawn from my account such as: ghost bets that were rejected, accepted, won or lost, but in all cases the balance decreased the amount that was bet. There were wins within this game on certain rounds, which were credited, however these wins were also in conflict with this serious technical problem. I am not considering the possible profits that could be won even those that were rejected and there was a clear victory (Which in that case would be a profit greater than the discount that was made for the bet in that round, but even instead of granting the winning round , the balance is gone.) Since I want the casino to be fair to me as a player, therefore it is also good to highlight this for a fair share of the casino stake. Also the fact is that they are bets in various cryptocurrencies, not necessarily BTC all included within Stake Casino, but I also repeat, that the amount requested from the casino in this problem that they caused me is rounded down considering and adding the bets in the various currencies. that they offer within their gaming platform.
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2 years ago
Please try to request your game history from the casino directly. I haven't found any communication that would suggest your request to receive it was denied previously. Please understand that without supporting evidence we can't proceed with this case as it would be close to impossible to confront the casino. Thank you.
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2 years ago
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Hello Petronela, thanks for answering. I'll try again to request my account history, and I'll share their answers with you right after. I will send you an email. Thanks
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2 years ago
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Petronela, I just received the response from Stake. They give me the option to download the detail one by one. The problem is that as I said from the beginning, Mega Wheel always gave me problems in Stake, as I also said that it was the main betting game that I played, so you will understand that there will be many files, in which Stake would also have to make a review or so I think. For now I tell you that I will start downloading all the files and according to your indication I can send them or not. However, I think that in this regard it is possible that the casino can help a lot.
Thanks again for your kind management. I will update soon regarding the reports.
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2 years ago
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Petronela, I have just found relevant information regarding my complaint where clear recurrent inconsistencies can be seen regarding the balances.
You can look at the bottom of the attached screenshots, the profit added to the balance it had is not related. I am absolutely convinced that this also happened many times, and this shows that there is a clear type of error within this, it was not the only time that it happened to me and even now just reviewing some captures I managed to realize this. I had a balance of 1235.10 USD and the profit was 10,100 USD and my final balance was 10,435.38 so there is a clear difference. Unfortunately I did not always keep taking screenshots and even until now I had not noticed, however this was not the only time something like this happened.
I attach images where you can see the ID that in both captures is the same.
Hoping to clarify this soon, and that the casino in question can respond to my request, Greetings. 
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2 years ago
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I consider that this is reason enough to request explanations from the casino, and that they do some kind of audit or whatever they should do, since I consider that it is not fair that little by little and added and added, the balance in my gaming account is subtracted.
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2 years ago
Have you considered how much was your bet at that time, please?
"I had a balance of 1235.10 USD and the profit was 10,100 USD and my final balance was 10,435.38 so there is a clear difference."
Please understand that if a player experiences any technical issue and continues playing regardless, it is very difficult to examine every bet that takes place afterwards. Have you informed the casino about technical problems right after the first incident?
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2 years ago
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Petronela, thanks for answering and I'll clarify some of your doubts.
At least until now, and in this live game, the balance that is wagered is deducted from the current balance. In other words, in both captures my bets for that round were ALREADY discounted. In other words, if I didn't win that round, my balance would be 1235.10 because that round was already accounted for. It is also good to mention the fact that this capture is quite rare in my records, I do not have to be suspicious or record all my gaming sessions. So it is also very difficult as a player to be constantly worried about this evidence that may be needed, yet the casino keeps its hands clean because there is no evidence, no audit, they do not send or respond to email, nothing. But that's another point.
The point is that as a result of the last technical problem I had (That capture was from another game session, on a different date) you will understand that I am not distrusting or imagining that there may be technical errors, therefore if it is a long night of betting, I will not be writing down and paying attention to every detail, especially if the amount at first glance is similar to what was won. By this I mean that most of the losses in relation to this were due to the technical problem, that if you subtract visibly non-apparent amounts in this example, it is almost very unlikely to be able to report that at that time. It is also good to point out that if I have an amount of $20,000 in my account and I am betting $300 on that round, I personally do not leave the game session to go report, even thinking about the possible winnings that I could or could not get. get if I withdraw at a time that was not chosen by me, if not for a technical problem. Even so, the first few times they were informed but they never gave me an answer.
There is also the issue, that as I already mentioned, there were many rejected and discounted bets, others that were accepted and not reflected (will win or lose) as well as the fact of possible gains that could have been obtained, but the bets were rejected or ghosts where the prize was not awarded. I am even sure that there are bets that not even Stake could have a record of, despite the fact that I as a client was playing with my money.
The capture where he reports the incidents is in his email, Petronela, in which the support assistant did not even answer my requests. I ask you to please review it, I know it's a bit difficult to be in Spanish, but I specifically asked the support agent about whether my money was safe and asking for explanations.
Willing to continue to cooperate and render my assistance for this complaint,
All the best.
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2 years ago
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To Attached the captures of the mentioned. Greetings.
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2 years ago
Dear TikiTiki,
You have provided many screenshots and indirect pieces of evidence but till now, we haven't received one solid proof that any of your bets were deducted and lost when you expected the opposite outcome.
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2 years ago
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I only wanted the casino, which handles information much better than me, if it were part of my problem and could explain what was happening.
If you look at it another way, I spoke to the casino's support regarding this, only once and they sent me to send an email, which still hasn't been answered by the way, since we could say that I reported it on more than one occasion, as the indirect proof to which you mention.
I consider that if I request my game history as a player (where I could find evidence and inconsistencies of my problem) until now I had no luck in being given that history either.
That is also the reason for this complaint, I do not seek to blame the casino immediately, I may even have some responsibility in terms of not looking at my balance and its updates, it is normal and common that players are not constantly taking screenshots and/or recording your game rounds, unless it is a significant win or similar. But as long as it is my responsibility, I firmly believe that the casino could be more helpful in my case, it is also worth mentioning the fact that once the bet is accepted in mega wheel, the balance of the gaming accounts is deducted, and that is why I also sent those captures. That can be checked by you or anyone who wants to do it in any YouTube video of this live game, including not only when the bet is accepted, but when the chips are placed, the balance of the bet decreases.
The proof that you mention in your last comment is in the capture of the profit of 10,100.00 since I insist that it is precisely there, if the balance decreased even after the victory. I also insist that you can see how this game works live in any YouTube video, where you can see that the balance is deducted just before the round begins, not after.
I understand that you may need more evidence, and if it is not enough, I will accept their decision, however I would have liked casino stake to actively become part of my problem, contributing from its point of view as a casino.
Still, this won't discourage me from continuing to play, even at stake (albeit more carefully now) and possibly with 2 or 3 cameras recording everything that's going on.
If we can't do anything for now, I completely understand, but I would like to mention again the fact that the casino did not respond to my request for my account history and even denied it through one of their live chat agents as well. . There was also the fact that at one point there were difficulties and they only mentioned to me that they had technical problems, just like this last time. I sent them an email which they did not answer.
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2 years ago
Dear TikiTiki,
I can only imagine how difficult this situation must be for you but please understand if you file a complaint of which the disputed amount is 2 BTC you must anticipate that supporting evidence will be requested from you. Any proof that bets were accepted – won – and never paid. In other words, if you can prove that rejected bets were deducted from your balance when you expected them to win and they never returned to your active balance, only then we can proceed with this case.
Thank you very much in advance for your understanding and reply.
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2 years ago
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I understand Petronela perfectly and I thank you very much for everything! However, I consider that if the claim amount is 2 BTC or 0.01 BTC, the situation does not change much.
You can momentarily close this complaint without any problem, I will try to communicate more with Stake, in the meantime I will make sure in the future to be more careful about the evidence and I hope I can count on re-opening this complaint at some point if possible and I gather all the necessary background. Thank you so much for everything.
All the best.
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2 years ago
Thank you very much, TikiTiki, for your understanding. We would like to help you, but the lack of evidence makes it impossible at this moment. Please, if you’ll come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. However, I will reject it now. Thank you, once again, for your understanding and wish you all the best.
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