Stake Casino - Player's win in a tournament wasn't honored.

I was participating in the stake vs Eddie promo a week ago and I was playing no limit city’s Pearl Harbor and my base bet was 0.2$ I had the enhanced bet on for a extra 0.2$ which isn’t a bonus buy it only increases your odds of hitting a feature. I hit the feature and my multi was 450x that’s what it showed on the screen and my payout was 90.40$ in EOS 0.20$ x 450.1x is 90.40$. To qualify for a share of 25k you had to hit a 300x or bigger multi. Stake said I didn’t qualify because my win was only 226.1x and they did this because only a few players qualified and I’m only a bronze vip and not a high roller so they didn’t want to pay me thousands of dollars. They will not acknowledge the complaint even though I’ve proved that the win in this game is based on the base bet not the enhanced amount. Just like in pragmatic games you can pay a extra 0.05$ to increase your odds of hitting a bonus feature or just like Hasksaw games. They purposely changed my multi amount and would not allow me to file a complaint. No limit city also confirmed that all wins are based on the base bet which in my case was 0.20$. I have photo evidence to support my complaint

Dear jaytberry77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the terms of the promotion:

Could you please confirm if the wording of this rule was the same as it is currently?

Would you be able to forward the supporting evidence to tomas@casino.guru? Alternatively, you can post it here.

I'll await your reply.

Best regards,

Tomas

I have submitted the requested documentation to the email address given above. And yes the wording is correct and is still the same, my problem is that the rules only make mention of a feature bonus buy a buy that guarantees a feature round. Pearl Harbor slot doesn’t offer a feature buy in it offers an enhanced bet feature that you can use to increase your odds of hitting a feature and the game description clearly states that the enhanced bet has no effect on the payout multiplier it’s based on your base bet which in my case was 0.20$ my in game multiplier was 452x my payout was 90.60$ which is exactly 452x x 0.20$ but stake only credited me with a multiplier of 226.1 which disqualified me from winning a share of 25,000$. I did however qualify for the prior weeks promo on hacksaws new game Bloodthirst and I used the enhanced bet feature which added 0.10$ to my base net of 0.10$ after 150 spins I finally triggered a feature and my in game multiplier was exactly 300x and to qualify you had to match or exceed a 300x multiplier so why did stake allow me to qualify one week using my base bet then disqualify me the next week by cutting my in game multiplier in half? I emailed the in game screen shots and bet Id information and I also have the Bloodthirst bet information.

Thank you very much, jaytberry77, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.n@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks

Hello jaytberry77,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Casino Guru,

The Stake vs Eddie is a weekly promotion that allows Users to have a chance to win a share of a $25k pool if they receive a higher multiplier than the "target multiplier".

In this case, the Stake Bet ID multiplier received by the User was in fact 226x rather than 452.2x as the total bet was $0.40. In this regard, although the User used an enhanced bet feature and their base bet was $0.20, the total bet played on the game was $0.40 and this is the amount which the multiplier and promotion is based off, as seen in the Terms and Conditions of the promotion.

As the total bet was $0.40 and the multiplier was 226x, the User was not eligible for the promotion, however, as we value our customers, we will be attending to provide the User with a special bonus.

Kind regards,

I will accept the bonus and appreciate Stakes clarity on the matter as Stake.com is one of the very best online platforms to bet!

Stake.com is great I’ve played their 2yrs and this is the only issue I’ve ever encountered and apparently I wasn’t understanding the rules of the promotion. I was going by my on screen multi rather than the official stake.com ID which clearly shows a multiplier of 226.1x. Case closed thanks Casino Guru and Stake.com

I will update upon receiving the Avon’s offered bonus!

I meant as soon as I receive the above offered bonus! Thanks

After 2 messages to stake.com support within the past 15 hours I’ve received a response that the stake.com marketing team is still reviewing my case.

We will wait then until the marketing reviews your case.

Ok hopefully they will honor the bonus that was offered by the stake.com representative although a specific amount wasn’t mentioned. Previous bonus amounts I received from this stake.com weekly promotion have ranged from 60$ up to 175$. But gauging from the difficulty of the game in question Pearl Harbor and the comments on stake.coms forum i would guess that only a handful of players qualified to split 30k or as I recall it was changed to 25k on the week in question so the bonus received by the players who were deemed eligible probably was a lot more significant than 60$-175$. Probably closer to 500$ to 1000$. I have the in game multiplier screenshot showing I hit a. 452.1x multiplier with a base bet of 0.20$ resulting in a payout of 90.60$ but I don’t think that or anything would result in me being included in the promotion payout so I’m fine with at least receiving something and appreciate stake.com offering a bonus. Stake.com really is one of the top 3 sites online for crypto slots and sports betting the withdraws are instant the deposits are fast and effortless and the bonus and vip rewards are hands down above any other site I know of, and you actually stand a good chance of winning and the other thing that I like about Stake.com that sets them apart is the fact that you don’t see them offering these wild 1000% deposit match and 1000 no deposit spins they don’t have to use gimmicks to attract players I love Stake.com but I was treated disrespectful by support like they knew what I was gonna question before I questioned it and I wasn’t given a decent answer or explanation on why a certain bet counts one week when 2000 players spilt 25k only for the same exact type of bet not be counted on a week when only a handful of players qualify to share 25k, but whatever as long I actually receive the bonus they offered I’ll be good with it. But I’ll update as soon as I receive or don’t receive the offered bonus.

Still nothing on the bonus offered 5 days ago! Kinda surprised that Stake.com has yet to honor a bonus they promised. After 3 or 4 messages to support the response has been very courteous but unhelpful. I am told to be patient that the marketing team is still reviewing my case but they have yet to provide any further information just a lot of snide comments on the stake community forum from players who are aware of and apparently disagree with my complaint. My bonus will probably be in the form of having my account revoked.

Finally received an email from Stake.com support and all they said or ask was for me to provide a link to this thread. So I’m starting to question the validity of the Stake.com representative that openly stated that Stake would be issuing a " Special" bonus. A week has passed and I still haven’t received an update let alone a bonus.

Bonus received 50$ BTC thank you Stake.com and casino.guru two of the best!

Dear jaytberry77,

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,

Matej

Casino.Guru