Stake Casino - Player reports missing winning hand and funds.

Dear Casino.Guru Forum,

I am reaching out to file a complaint regarding an unresolved issue with a missing winning hand and corresponding funds from my account on Stake Casino. Despite having achieved a winning hand on the Sweet Bonanza slot game, the bet ID and winnings have been removed from my bet history and archive, and the funds have not been credited to my account.

Details of the Incident: - Game: Sweet Bonanza - Bet ID:

[Replay link: https://replay.pragmaticplay.net/Rj57a8cSrC] -

Winning Amount: 2,666,871.28 IDR (approximately $174 USD) -

Expected Total Balance: 5,464,179.28 IDR (2,797,308 + 2,666,871.28😎= 339 USD

Evidence: 1.[Screenshot of the winning hand]

(https://www.talkimg.com/images/2024/05/14/1mluJ.png)

2.[Screenshot of recent hands played, including the winning hand](https://www.talkimg.com/images/2024/05/14/1mWn1.png)

3.[Screenshot of bet history at the time, highlighting the missing hand](https://www.talkimg.com/images/2024/05/14/1mevm.png)

4.[Screenshot after waiting for 1 hour, showing funds not credited](https://www.talkimg.com/images/2024/05/14/1mqgW.png)

5.[Screenshot of Stake's reply and XLS file provided](https://www.talkimg.com/images/2024/05/14/162ob.png)

6.[Screenshot of Stake's XLS file](https://www.talkimg.com/images/2024/05/14/1mxNC.png)

7.[Link to my full bet archive, excluding the missing hand](https://www.npoint.io/docs/7929f40ae79e6bc3576a)

I have provided substantial evidence, including screenshots and direct links, to support my claim. However, Stake Casino has failed to acknowledge or resolve this issue, resulting in the loss of my rightfully earned winnings. I kindly request your assistance in investigating this matter and ensuring that Stake Casino takes appropriate action to credit the missing funds to my account. I am willing to provide any additional information or documentation required to resolve this issue. Thank you for your attention and anticipated support. Regards,

Dear kingbj861,

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

Could you please send me the screenshots from your game history showing your entire gameplay from May 7th? There could be some differences due to time zones, as your winnings were recorded in the Excel spreadsheet provided by the casino.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Casino.Guru Forum,

I am writing to file a complaint about an unresolved issue where Stake Casino has failed to credit my account with a $174 (approx) winning hand from the Sweet Bonanza slot game.

Despite clearly winning this amount on May 7th, 2024, the funds have not been added to my account balance.

Details: - Game: Sweet Bonanza - Win Amount: $174 (Rp2,797,308) -

Date: May 7th, 2024 Evidence: 1. [Screenshot showing $174 win on Sweet Bonanza]

2. [Screenshot of account balance after win, not reflecting $174]

3. [Stake's XLS file with incorrect before/after balance information]

4. [Bet archive JSON data confirming the $174 payout amount]

As clearly shown in the evidence, I legitimately won $174 playing Sweet Bonanza at Stake Casino.

However, their system failed to properly credit this amount to my account balance.

While Stake's own data in the XLS file they provided has inaccurate balance information, my bet archive JSON unequivocally shows the game paid out the $174 winnings that I am owed.

I have made multiple attempts to resolve this through Stake's support channels, but they have failed to properly investigate and rectify this issue.

I am now seeking assistance from the Casino.Guru community.

I request that you look into this matter and ensure that Stake Casino takes appropriate action to credit the missing $174 winnings to my account. Additionally, due to the frustration and loss of my entire bankroll caused by their failure to properly credit this legitimate win, I ask that they provide further compensation.  

Thank you for your time and consideration. I am happy to provide any additional details or documentation needed to resolve this complaint.

Regards,

kingbj861

There is a glaring discrepancy between my actual account balance before and after the $174 Sweet Bonanza win on May 7th, and the incorrect balance information reflected in the XLS file you provided.

Prior to this $174 win, my balance was approximately $167 USD. After legitimately winning $174 on Sweet Bonanza (evidenced by the game screenshot), my total balance should have been around $340 USD ($167 + $174 winnings).

To summarize the discrepancy: My Actual Before Balance: ~$167 USD Stake's Reported Before Balance: ~$792

My Expected After Balance: ~$340 USD Stake's Reported After Balance: ~$976

Your systems correctly processed the $174 win as proven by the payout data in my bet archive JSON.

But the before/after balances in your XLS file are completely inaccurate and do not reflect my real starting balance or the proper new balance after this $174 win.

I have reported a discrepancy between my actual account balance and the balance reported by Stake's systems after a $174 win on the Sweet Bonanza game.

While the bet archive JSON file correctly reflects the win, the before/after balances in Stake's reported data are inaccurate and do not match my real starting balance or the proper new balance after the win.

1. My Actual Before Balance: ~$167 USD
2. Stake's Reported Before Balance: ~$792
3. My Expected After Balance: ~$340 USD
4. Stake's Reported After Balance: ~$976

This discrepancy was confirmed by two Stake support staff members. Despite providing evidence, including a screenshot showing the balance discrepancy, Stake's support has acknowledged the issue but appears adamant about not accepting the glitch.

Can I have an update on this? or you guys are partners with stake.com.

I checked with support about the case again, this time this agent had a different answer, as you can see truth cannot be manipulated by lie can, I request we have a through investigation on stake and ban this company for fraudulent activities, I want all my deposits to be refunded, since they are exposed clearly.

Thank you for the screenshots. You don't have to send them repeatedly. However, I need to see your entire gaming history in Excel format starting from May 7. You may request it directly from the casino, then forward it to me. My email address is veronika.l@casino.guru. Thank you.

I have reached out to eddie and then tech support got in touch with me directly, I will provide the excel sheet if the tech support is not resolving the issue.

Even after repeated follow-ups, the stake won't give the requested bet history or won't reply to my email.

Could you please forward me the entire email communication with the casino? My email address is veronika.l@casino.guru. Have you received any explanation why the casino refuses to provide you with your game history?

Dear Veronika,

You can mark this as closed.

After a thorough review of all the information and evidence provided, I want to acknowledge that there may have been a misunderstanding regarding the settlement of my winnings.

While there were inconsistencies and delays in processing certain bets, including the one placed on May 7th, it appears that Stake ultimately settled and credited all the winnings to my account, albeit at later times.

My initial frustration stemmed from the lack of transparency and the contradictory information provided by Stake's representatives, which led me to assume that the winnings were not being properly credited. However, upon further clarification from Stake, it seems that the issue was primarily related to the timeliness and accuracy of their systems in reflecting the settled bets and updated account balances, since I had no information on the missing hand since I had the wrong screenshot and accused your company.

I want to retract any implication or statement that may have suggested intentional wrongdoing or scamming on Stake's part. While their processes and communication need improvement, I do not have definitive evidence to accuse them of malicious intent.

Thank you.

Dear kingbj861,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru