Stake Casino - The player's experiencing a bug in his game.

7-8-22while playing plinko I started with a $ 400 balance and while playing withn a few minutes my balance was still over $300 and an error popped up and said to Insufficient balance I refresh the page my balance is $2 I contact support and they tell me it’s a rate limit delay from pressing the button which I completely understand but that’s just not the case support told me next time make a video of it so my only

Bet settles and leaves me with $48 I start recording and playing plinko to see if I can get it to do it again and I was able to in my video you can see me switch .50 cent bets to $1 and whm I go to my bets transactions it shows me way more $1 bets than there actually was you can see in the video I only had a little over 20 balls drop on plinko at that time but my records show about 50 at 1$ 30 mins later I play and record again I stop playing close the game my balance hasn’t changed since I stopped playing I close the game and go to get transaction and see all the bets I just placed balance the same still I log out and come back my balance is now $11 the whole time support is telling me I can check my deposits and see how much my losses for today were and it will add which ain’t true because the number she said is twice as much as what my records say 

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Hello zbarry14,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if this ever happen in the past with the game? Can you please forward your betting history and the video to nikolas.b@casino.guru? What did the casino say after you sent them your proof?

Looking forward to your answer.

Regards,

Nick

Dear zbarry14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I thought I responded to this . I sent screenshots and the screeen recording to that email address . I’ve never had it happen to me nor have I had any problems with stake until this

Hello zbarry14,

I've run though all the evidences your provided but I'm unfortunately unable to see anything incorrect happening there. Even the video you provided shows simple bets and your betting history is corresponding to that. Also there is no clear evidence of any higher balance disappearing.

I’m just curious then when I stopped betting on the video and closed out the game my balance showed almost $40 when I logged out and log back in it was$11

And I never said it was placing higher amount bets I said it shows me drop 20 balls at $1 the bet history shows 40 balls dropped at $1 during the time of my screen recording . Even stake support said my balance showed a higher amount until I logged back in because of rate limit

Thank you zbarry14 for all the information. I would like to ask Stake Casino to join us and help us clarify the player's issue.

Dear Casino Guru,

Would you kindly send us the following information so that we can assess this case:

a) Bet ID;

b) Time it happened (if possible);

c) Screenshots provided by the player.

Best regards,

Stake

Hello zbarry14,

Can you please forward the exact same e-mails to the casino which you provided to us?

Dear zbarry14,

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.

The complaint will be now closed for the above mentioned reason.