The player from Chile has been facing numerous technical issues with a game named Mega Wheel on the Stake online casino. These issues include rejected bets, inaccurate balance updates, and improper registration of wins. Despite multiple interactions with the support team, the issues persist, causing a loss of USD 300,000 in cryptocurrencies, which the player is now seeking to recover. The player stopped responding to our questions and comments, so we rejected the complaint.
Stake Casino - Player reports repeated technical issues.
Amount: $300,000
Stake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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8 months ago
Translation
Dear All, I am writing this letter to request assistance from the Casino Guru to mediate a situation that has significantly impacted me economically and emotionally and involved the Stake online casino. During February 2022, I approached the casino's live chat to report issues with my account and particularly a game named Mega Wheel. A variety of problems affected my gameplay including rejected bets, ghost bets, unreflected bets, incorrect addition of winnings to my balance, and double spending of my balance. The Stake support team acknowledged these technical issues, but unfortunately didn’t provide any resolution at that time. Various technical problems still exist in the game including increased balance deduction, disoperation in registering the wins, and lack of detailed historical data. The casino has yet to accept responsibility for this issue, pressing me for data that they ought to have better access to than I, a player.
Despite my repeated attempts to resolve this situation amicably with the casino, I have faced several injustices including denial of my legitimate winnings, undue loss of my deposited money, and the refusal of the Stake team to conduct an investigation into these matters. I remained patient for a while, but recently, the growing problems in the casino led me to bring this matter to Casino Guru in hopes of resolving this dispute. I request Casino Guru's assistance in convincing the casino to refund the total amount I have deposited on their website. My gaming username is Zapzup. I have been a registered and verified player since 2018 at level 2.
I have extensively attempted to resolve these matters with the Stake support team and through email discussions. I am attaching some pieces of evidence to substantiate my complaint:
1- The chats with the support staff acknowledging the technical issues
2- An email dated February 27, 2022, where I reported the technical problems
3- Recent interactions with three separate live support agents, including a supervisor named "James"
4- An illustration of some of the glitches in the Mega Wheel game
I believe that I am entitled to a full refund of the money I have deposited at Stake due to the unfair practices that led me to lose my money and those which prevented the correct acknowledgment of my legitimate winnings. This sums up to a total of USD 300,000 in cryptocurrencies. I request for your assistance in addressing my case and urging Stake to take responsibility for the technical problems I have experienced, and for them to refund my money.
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8 months ago
Dear TikiTiki,
Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Stake Casino. However, we regret to inform you that we cannot assist you with your request. As it has been more than a year since your initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Due to the aforementioned reason, this complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please let me know if there is anything else I can assist you with.
Best regards
Veronika
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8 months ago
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Dear, thank you for your answer.
I am sorry that it has been misinterpreted, however the problem presents it again this current month of August 2023.
What I mention is that I previously reported it and it happened again.
I hope that once this has been clarified, we can ask the casino for explanations and reach a concrete and real solution.
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8 months ago
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Recent conversations with the casino regarding this issue are entirely recent and pertain to my current month's games. The problem was presented before but now I am complaining again because the casino was supposed to be aware of the problems (since 2022) and these days it was presented again.
I need my answers and money from the casino.
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8 months ago
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It is good to mention that when I asked before, they recognized and stated that there were technical difficulties (2022) on that occasion I had problems with said game and the casino and now, in August I have presented the same problems that I reported to both the team at the time in live chat or by email. Speaking with supervisor James, he tells me that they can't review anything and I have to give them exactly the bets that are in trouble, however, I've been playing these days and I can't say which of all the bets were, if all, some, a few , et cetera, I asked Stake to help investigate and they don't want to help. I am not even asking for a refund of balance adjustments and/or winnings, I am requesting that this situation be seen in conjunction with the casino, and the casino proceed to return only the deposited funds, because my main activity previous and current in Stake was this particular live game, I even proposed it as an alternative to the Stake team, but they blame pragmatic and pragmatic at the time for their live chat told me that I should discuss it with my casino (in this case Stake ) There is no reliable source or data that can say for sure that Pragmatic Mega Wheel maintains this record, but the Stake does not want to give it to me either, based on this information and the facts, I consider that because there were problems in my way of doing game that unfairly harmed me, and basically sooner or later the funds would simply disappear whether they are wins or losses, what I am requesting is that MY deposits be returned to me at least for the current month, that the greater part (90,000 thousand dollars at least) that were deposited by me, in Stake, were vulnerable to this problem and it is not fair as a player that even, having contacted the Stake team more than 78 weeks ago about this matter, they claimed that the problem was being resolved and it would be clarified, present these inconveniences again and they do not want to take charge, at least, return my deposits.
Therefore, I understand that perhaps the other is an old situation, but at least I would demand that Stake return my deposits for this month as I requested, because unfairly and due to errors that are not my responsibility as a player, they are currently making them. staying.
I attach an email informing exactly the same thing in February 2022 regarding the problems presented in my account with the same game
Attached conversations with Stake support
and additionally I attach some screenshots reflecting the SERIOUS problem that was presented.
Therefore, the Casino Guru team, I request your assistance so that together with Stake we can resolve this matter in the most fair way for everyone.
and so there are many other bets with similar or different problems.
I don't know what the technical error is, but a support agent even told me about Rate Limit, which I understood was a ddoss protection, however, whatever the reason that my game mode has been negatively altered for me as a player, regardless if is responsible pragmatic or Stake, the funds are deposited in Stake.
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8 months ago
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Try to attach more screenshots of the problem but it indicates that the Maximum weight is 5 megabytes.
If you need these captures, I will gladly send them to any email you can provide me, reflecting one of the main problems, which is that the balance of the bet is discounted, won and NOT credited correctly, among many others.
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8 months ago
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I also understand that the above situation is from a year ago, and I can desist from that part for the time being, despite the fact that it was also reported in its opportunity, however to solve this in a fair way without even asking for the accreditation of all possible bets with a profit, I am requesting that as it is a situation that places me at a serious and absolute disadvantage with respect to a fair game in live play, it is that in order to solve it and understanding the above, I can accept that only the casino return my deposits that They comprise the days 21 and 22 of August that present all these difficulties. And the sum of these deposits is around $100,000 currently.
Therefore I request the help of casino guru so that the casino can answer me for this problem and that is, the deposits that I make because they were lost due to all the technical problems presented.
It is good to mention that I noticed the problem by reviewing the captures of the winnings, in another case, I would accept the losses, but understanding that the game presents technical difficulties of unknown origin and not attributable to me as a player, which directly harmed me is that I request the corresponding refunds.
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8 months ago
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I am seriously doubting if Stake manipulates their logs and it is also worth mentioning that Stake REFUSED to investigate my issue, even though I had already submitted it. I was informed that the technical team was aware of it and even so, in these days and current month, I continue to present problems that generated an unfair game towards me as a player. I simply want my refund corresponding to the money that I deposited and that were fully and correctly credited in Stake and that for technical reasons or negligence of Stake, the bets were not correctly processed, the profits but the losses. In this sense, if the game or the Casino systems, as well as their records, are wrong, it is up to the casino to be the one to answer for this, and return the money deposited at least.
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8 months ago
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Stake does not want to investigate the case, he does not give me any further explanations, he denied on several occasions and I requested my complete and detailed history to be able to report these problems correctly, even so, the problem persists to this day. They did not want to help me with my problem to find the errors and it is very likely that they do not have their records correctly either and it is not logical that they would ask me if they do not give them to me.
Please, I insist that the casino answer for this.
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8 months ago
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Today Stake, through their live support, has again refused to give me my complete game history, they have refused to give me any valid explanation, I presented all the necessary evidence to the Stake support team, and still They haven't solved anything. They also don't want to check my problem and accept it.
I request help from casino guru, to be able to ask the casino for explanations due to all the problems presented in their casino, also because they have refused to resolve this situation and also deny me my complete game history, they could not correctly prove that it was they credited the winnings, but clearly my deposits were consumed.
Until now they have not done any type of investigation of my problem, even with the evidence that I showed them, which is why I also ask for explanations and the casino resolve my case, which is basically the return of my cryptocurrencies that I deposited.
A clear example and the case of any casino, If a player obtains an unfair advantage for the casino, the casino can refuse to pay and confiscate the funds, because they obtained an advantage due to an error or bug or glitch.
However, and in my case it is the opposite, various difficulties have been present for quite some time, to which, as stated in an email, I have been reporting for a long time, I once again have problems that unfairly give the casino an advantage in this case with respect to the other ones. balances and deposits, as well as winnings and the casino refuses to refund my deposits.
The fact is, that for all the problems that I presented in the casino, I really got a disadvantage against me as a player, which must be solved and that is, at least, the total return of my funds that I used to be played. on your site and this game (which unfortunately was my favorite, I am very sorry for this situation) but that must be resolved, taking into account that the casino has not wanted to give me any type of precedent that contradicts the facts and my statements, because they do not want to investigate it, and because they don't want to give me even my complete history and information so that I myself can show it to them as a casino.
I also consider that this casino is manipulating its own information, because they say that there are no problems, but there are all the captures and also my credited deposits on their gaming platform, in which it is stated that there was an unfair game due to the problems presented.
Pragmatic Play seems to me to be a really dubious provider, and even if it was reliable, until now it has not been helpful at all, because through the game support chat they told me that the casino should resolve this issue.
I insist, attaching even more images to the email that they can deliver, which demonstrate the balance problems, serious that I present, in many rounds and for various amounts, as I also mention again that the problem was previously reported and now to the casino, and in countless sometimes try to resolve it with the casino. They don't answer.
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8 months ago
I understand that there have been some technical glitches during the live game of Mega Wheel. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incidents, and any relevant communication to veronika.l@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.
Looking forward to hearing from you. Thank you in advance for your understanding.
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