Stake Casino - Player is complaining about overall casino experience.

Level 4 Verified User - I'd Prefer This Thread To Be Private For Now - User Since 2017 When They First Opened

Stake on accident or on purpose was glitching between the third party slot vendors for me personally and in some occasions site-wide. I have chat logs with Stake support where they admit to the problem and this is after I have just lost huge sums of money ($15,000 USD+) at a time. I have the game logs in .json format and after seeing the TOS today where Stake states that it wants to accept 0 liability for pretty much everything on their website... I would like to file an official complaint and retrieve my funds. They were also misleading in their representation of their "Weekly" and "Monthly" bonuses. Stake stated that the bonuses would be increased for those who lost money and decreased for those who won. There was no such thing and in fact an overall decrease across the board. I am seeking compensation for my losses in the sum of $80,000 USD in the form of my main betting currency TRX. Although I am sure it has cost me more than that both materially, mentally and physically. If malfunctions void wins then why don't malfunctions also void losses... I hope Stake can take responsibility for their mistakes and own up to this one. I will have to accept this TOS in order to retrieve the game logs and chat logs. So I ask that you not notify Stake until you can confirm with me that I am okay to accept the TOS without actually being legally bound. Since my only purpose is to retrieve all chat and game logs and nothing more. I don't want to go through anything and find that things aren't what actually occurred due to my mistrust for Stake as a company. I have attached a html version of what Stakes new TOS agreement is and I also attached screenshots of it. Please let me know when or if I should accept the TOS and continue to download all chat/game logs. Thank you.

Dear chad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

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.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I am a full stack web dev (react-bootstrap, express, flask and mongo or postgresql db). My understanding of how it all works is pretty vast. But I will gather the chatlogs and the game data then forward it to you

I have sent the folder I have containing the bet, deposit and withdrawal amounts on my account. I am trying to put the .json files together so that there is a more clear visual representation (in a graph, line or pie chart). I have also send screenshots with messages to the chat support.

Thank you, chad, for sharing the forwarded screenshots. Nonetheless, I would like to highlight that sending over 100 screenshots in a ZIP file is counterproductive. Please recognize that it is impossible to analyze such a large number of screenshots for every case we handle.

Could you kindly inform me if you ceased playing when you initially encountered technical difficulties and when the initial incident took place?

Apologies but, I was under the impression the more information the better. I did however created the directory "stakesupport" which has very few images. I do hope that the directory organization did help and admittedly there are a massive amount of JSON data files which I am working on an application to give a better graphical representation of when I contacted Stake support, what they responded with and the massive losses. I did have lapses in play due to this financially draining me. I felt locked in to try and overcome these glitches that were absolutely wrecking me financially. I lost more than just money. I lost relationships, time and the ability to even want to reach out to stake support because of how cruel they seemed. I was hopeful that the reputable business would be more supportive and offer a solution which never came and neither did any form of compensation which fueled the fire that a big win would come just like one of those streamers. I always start having massive losses after either:

1. Withdrawing funds/Winning Large Multi's (for example I got a balance up to 18k and then started doing $45 spins on Zues and hit 1 bonus in 2 spins. It paid around $400. This process repeated 3 more time and varied between $400-$1900. Which is totally outrages for a $45 per spin gamble.
2. Switching my bet to a much higher level.
3. Started experiencing glitches that were "investigated", but never remedied no matter how many times I asked and begged Stake support.
4. I developed obvious symptoms of a gambling addict their solution was to "change my bet sizes as well as currencies"
5. The glitches can be obviously seen in the missing JSON data. As well as my inquiries with what was actually happening. Stake acknowledged the glitches, but provided no details or compensation.
6. The glitches that were occurring were seeing streaks of losses in combination with server lag (i checked in chat and they were experiencing the same issues). For example: I would go from 18k to 0 with rarely winning anything between 1-2x
7. The fact that Stake never once took responsibility for these problems and instead decided to try to protect themselves with legal TOS agreements that attempt to make stake hold 0 liability.

When I say glitches I mean the game literally returning nothing for 100's of spins and then there would be a server error. This is just one example.

I will upload my P/L for my entirety on stake as well as the main relevant error message from stake that began me to question what was actually going on behind the scenes. I feel I have not only lost, but after several attempts to get support there was none. I was transferred to different people and I tried my best to be calm and polite. It just seems like they really truly didn't want to investigate anything and don't care about their users. Here over the next hour or so. Thanks for your patience.

I have just emailed you two of the same files in two different formats in order to get a better visual representation until I can get the even better visual representation which will be from the JSON data working properly.

Dear Chad,

I appreciate your response and email. If I understand correctly, you made the decision to continue playing despite encountering technical issues, rather than stopping. However, I must express that our recommendation to players is the opposite. When faced with any technical problems, it is advisable to cease playing and reach out to the casino support. As you mentioned in your previous reply, you did not follow either of these steps.

Additionally, it is important to note that losing everything after accumulating a significant win of 90+K does not necessarily indicate a technical problem. It is possible that you had the opportunity to withdraw your winnings but chose to continue playing, resulting in a losing streak. This situation is not uncommon.

In summary, since you did not halt your gameplay after experiencing the initial technical glitch or inform the casino about it, it becomes challenging for us to review your game session. Furthermore, being on a losing streak does not imply the presence of a technical problem or a rigged Return to Player (RTP) rate. It is merely a matter of luck.

I have not won $90,000. I lost $90,0000 and I kept playing because I am addicted to gambling. It doesn't matter how many glitches I get I will still keep spinning those wheels. Can I get someone else from Stake Guru to look at this who can actually get the facts straight. In each response you have had to me you have repeated incorrect information back to me on two occasions now and I don't think you are properly examining my information I am giving you.

In the event that you have developed a gambling addiction, have you taken the initiative to inform the casino about this predicament, please?

Dear chad,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.