Stake Casino - Player's deposit has been misallocated.

Dear El_Profesor,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulty you’re experiencing with your deposit.

To better understand your situation and assist you more effectively, could you please clarify the following:

• Can you confirm whether Stake has provided any additional instructions or steps to help resolve the issue other than the 10% compensation offer?
• Have you attempted to use the Mantle Bridge portal yourself to recover the funds?

While we understand your frustration, it's important to note that it is typically the player's responsibility to ensure they are using the correct chain and network when making deposits. As per the casino’s Terms of Service, they are not liable for funds lost due to errors such as using unsupported networks. Based on the information you’ve provided, it seems the recovery process would need to be handled directly through the casino or by using the bridging solution you mentioned.

Your cooperation is crucial for us to proceed and help mediate effectively with the casino. However, we want to be transparent that there may be limitations to our ability to assist in this specific case, as it involves a user error related to the deposit method.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Dear Petronela,

Here the answers to your questions:

1. No other solution, only provided with 10% compensation

2.Yes I have tried but I am not able to connect the receiver’s wallet as this wallet is owned by the stake exchange so only owner with passkeys (stake) can do it.

best regards,

El_Profesor

Hi El_Profesor,

Thank you for your response and for clarifying the situation further.

Unfortunately, as we’ve already mentioned, mistakes like using an unsupported network for a deposit can be very difficult to resolve, even with the correct bridging tools. Once funds have been sent through an unsupported chain, the recovery process can often be outside of the casino’s or even your control, especially when the transaction is linked to a specific network or address that is owned or managed by the casino.

While we will certainly try to assist by reaching out to Stake on your behalf, we want to set realistic expectations that there might be no easy or guaranteed way to recover the full deposit. The casino’s terms of service clearly state that they are not liable for funds lost due to such errors, and they have already offered a goodwill compensation of 10% of the lost amount.

Nevertheless, we will do our best to help mediate with them and advocate for a solution. Please understand that this may not lead to a favorable outcome, but we will certainly try our best.

I will now transfer your complaint to my colleague, Stefan (stefan.m@casino.guru), who will be at your assistance.

Hello El_Profesor,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you comment on this matter?

Thank you in advance for providing the information.

Dear Stake Casino,

Were the funds credited to the player's casino account or were they sent back to the deposit address with a 10% fee? Could you provide us with proof of such a transaction?

I'll be awaiting your reply.

Dear Stefan,

We have sent an email regarding this case and would like to clarify that the email content shown by the complainant was not sent by us.

As previously communicated, the recovered amount has been credited to the user's Stake account.

Kind regards,

Dear Stefan,

Stake did not share proof of the transaction yet. I still see the 665 usdt on the receiver address link I shared. I also shared proof of messages exchanged.-

Further to this. I would like to request Stake not to credit my account and to send it back to the sender wallet even if extra fees are deducted.

the address was shared on previous message and is also shown on transaction proof shared.

kindly let me know what can be done.

best,

Dear Stake Casino,

Would it be possible to send the funds back to the crypto address with the fee applied? Or have the funds already been credited to the casino account?

I'll be awaiting your reply.