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SEEKING RESOLUTION: Inconsistencies in Stake's Handling of $174 Winnings Issue

What happened:: On May 7, 2024, I had a winning hand of Rp2,797,308.00 (approximately $174 USD) on the Sweet Bonanza slot game at Stake Casino. However, despite the game clearly showing this win https://www.talkimg.com/images/2024/05/14/1mluJ.png, the funds were never credited to my account balance.

Scammers Profile Link: stake.com

Reference Link: https://replay.pragmaticplay.net/Rj57a8cSrC (https://replay.pragmaticplay.net/Rj57a8cSrC)

Evidence:
1. https://talkimg.com/images/2024/05/22/18rS9.png
[This screenshot shows my account balance after the win, which does not reflect the $174 winnings from Sweet Bonanza.]

2. https://www.talkimg.com/images/2024/05/14/1mxNC.png
[Stake's own XLS file incorrectly shows the balance before this win, failing to account for the $174 I should have received.]

3. [My own bet archive JSON data clearly shows the $174 win amount, further confirming Stake's system processed the win but failed to credit my account properly.]

Despite providing ample evidence of the legitimate $174 win, Stake Casino has failed to acknowledge or rectify this issue. My repeated efforts to resolve this through their support channels have been unsuccessful.

I am seeking assistance from this forum to investigate this matter and ensure Stake Casino takes appropriate action to credit the missing $174 winnings to my account.

Update:
Stake has provided inconsistent and contradictory information attempting to explain this issue:

- Their live chat stated the win was credited on May 11th, while their XLS shows May 7th (https://talkimg.com/images/2024/05/22/18HyJ.png)

- A rep named Tristan claimed the winnings were paid in VND instead of IDR, contradicting his own statement that I was "paid out appropriately and accordingly."

I have escalated to Stake's CEO and technical team, who are now involved, but no resolution yet. Stake's inability to provide consistent explanations shows a lack of accountability.

I need Stake to:
1. Accurately credit the $174 winnings
2. Provide a detailed, consistent explanation for this discrepancy  
3. Properly investigate any system issues that caused this failure
4. Compensate me for the additional losses to my bankroll due to this unresolved issue

Please let me know if any additional evidence or information is required from my end. I appreciate this forum's assistance in resolving this situation fairly.

I think it's better you wait for the outcomes of the investigation before you finally conclude that they were trying to scam you. Stake is a big online casino. I don't think they would stoop that low to just scam $190.

Does this mean that even the Bet IDs for the bets you made in this case are still missing to this date?

Then you should wait, there's nothing can help you about it only but them. It's okay to assume but talking shit about them wont help either.
Wait til 7 days as per their support then come back here to provide an update. It will be probably be solved since they told you the problem is on their end.

Does this mean that even the Bet IDs for the bets you made in this case are still missing to this date?
[/quote]

Yup, even I thought the same. They remove certain bet ids of black jack originals, I never had a concentrate evidence but this time I have proof on pragmatic end and they are caught. Hopefully I am wrong, lets see the outcome, I will update the post.

Since they told you that the case is still under investigation and advised you to wait and also say that they "acknowledged there was a mistake on their part and informed you that the case is being investigated and a solution is expected within 7 days"

So why the rush and open a thread in the accusations section? This is haste on your part. You should have waited at least until the seven days they mentioned were over. After that, if the problem is not resolved, you can accuse them.

Think about it for a second. Stake probably spends 5k a week on their signature campaign, they give away 100k a week in raffles, and they give away multiple thousands weekly on bonus drops and the Saturday stream. Seems plausible they'd take $190 from you lmao.

Honestly man, errors happen on websites from time to time and support gave you a timeline. I understand you might want your money faster, but this isn't the way to get it. If 7 days has passed and you're still waiting then I would say come back here.

I'm a bit unclear about one thing and will appreciate if you can clarify it, is the only thing that missing is the betID [i.e. you can't find the result of it on your betting history] or is the amount won also uncredited to your account?

The winnings were not credited, since the betID is missing from my stake account and their bet archive. However, on pragmatic play replay the bet id and winnings are available.

I understand. Thank you for the clarification. I initially thought only the betID is missing, if this is the case, there was an old case about player inquiring of missing betID, and it was simply "missing" because they archieve some bets, and that player can always look for their previous bet by manually filtering the history.

As it's been made clear that there is no misunderstanding [that the aspect being missing is not just the betID, but also the amount won], I'll advise to wait for few more days while their team sort this out.

I leveled up after having to wager extra because, stake won't count certain bets in the wager for some reasons, but I will have post that evidence video whenever I am free.

Secondly, I got the expected case verdict.


I have asked for an appeal, stating I can make such xls and there is no evidence about the funds being added to my account, since my previous balance and this win combined should have added a different value, so I have asked them to share my before balance and the updated balance after the win to give them a second chance.

Well done stake, it proves they can go to any level to backup their claim.

Kwell.

To summarize, according to them and the evidence they attached to you, you've been successfully credited with the winning? Is there any chance --just to be sure we cover every bases-- that they're indeed credited and you miscalculated?

And please don't post in consecutive, I think you know quite well that it's against forum rules. You can use edit feature to add things to your post.

Yes, according to them the bet was settled instantly, which is not true. I have screenshots after the game, which shows my winning is greater than my balance, and the same was not updated.

I would like to officially confirm that the stake manipulates the bet ID as stated by another user in mines, they do it such a way that they can alter whatever they want, since the bet ID is not available in the archive.

Shame on stake for robbing people, I am going to make complaint if askgamblers etc as soon I find more time.

Thanks.

That other user in mines (https://bitcointalk.org/index.php?action=profile;u=3563070) were reaching, throwing muds, grasping at straws to build his strawman, all the shades of it. His accusation of missing bets, IIRC, were actually not true, the bets can be unearthed by filtering the betting history.

For your case, if you have damning evidence against their statement, that your winnings are indeed not credited and what they provided to you were false evidence, I am sure AG or CG can easily sort this out by comparing bet history and balance flow from both parties.

This is a baseless accusation. The Stake response is correct since every bet is settled immediately on your balance .

You are showing only a replay from pragmatic records which doesn’t show your Stake balance before and after this specific round to prove that the win is not credited. I don’t see any evidence showing that.

I’m assuming that you notice that the bet is not recorded on bet history and now you are trying to accuse Stake for not paying you even though it’s already credited on your balance. Your screenshot should show your balance before and after this spin. There’s a lot of instances which BetID is not available due to the network issue of the issue but there’s no such thing like what you are trying to accuse here.

Could you please provide screenshots of the conversation between you and Stake support? I'm having trouble understanding why you believe Stake is a scam while still gambling on it and complaining about their bonuses:
 
You jumped right to the conclusion that Stake is a scam just because of a missing bet ID of $190 in Sweet Bonanza, which is a third part slot, so it is possible that what happened is from the provider side? Logically, why would Stake, who invests millions in marketing and runs signature campaigns here, risk their reputation over such a small amount? you should of wait for the support's answer first. If they refuse to pay your deserved winnings with evidence, at that point, everyone will support you.

Also, I would like to bring to your attention your posts here. Please stop posting multiple times and instead edit your latest one.

I am not sure if I'll open Pandora's Box by asking this, as in I'll make things even more complicated [at least for me, as my plate is currently quite full and I don't think I can spare much time to analyze them myself] or get them clarified, but considering the recent development and situation of this thread... OP, do you mind to post the followings:

• Your complete bet history
• the zero result of missing betID, proven by having that searched manually and the result came back negative
• the proof of payment that they gave you through email
• your xls file compiling the flow of your fund to prove that, indeed, you're missing 190 USD

These evidences can be provided exclusively to CG or AG if you want to [as inferred by my previous post] but if you don't mind sharing it here, maybe extra few pairs of eyes can help?

Really strange situation.
Actually, when the site was hardcore lagging 2-3 weeks ago like crazy I was also missing bet IDs, sometimes I didn't even know the result of the bet I made on dice because just my balance went up or mostly down, but it didn't visually display any result within the game.
And as I said, the IDs have not been in the history, I checked right after. If they were visible later I don't know though, I just moved on with my life, haha.
So I don't even know if any money was missing, but that's impossible to prove for me anyway. But since it was just small amounts I didn't bother to look any further.

What I saying is, these strange occurrences at stake happen, I have seen it myself. Normally it doesn't, but when the site has some serious technical issues, like it had back then, this stuff is normal and support doesn't even care or knows how to handle it unfortunately.

Exactly, I have noticed this several times but I am not taking a loss, due to their mistake which they won't want to accept because of bad PR. My wager was not getting added, I have videos of it as well. Stake should be held responsible, and refund for those who had issues due to their lag.

Quoting for visibility.

According to the xls file they gave you, the account was indeed credited by the system [house betID: 226468768438]. Do you perhaps [as you said yourself] have your own xls that shows the amount didn't match?

Also, it'll be very much appreciated if you can give us the correct bet archive? The one you gave us seems from 6th of May, while the missing game was on 7th.

[Thanks for quoting, sorry for not uploading the correct archive,

As you can see from Stake's reply, the USDT balance before and after the $174 win is not correct. I have checked  my chat with Stake, and they don not have the correct balance information that accounts for the $174 winnings or the balance stake is showing on the xls.

https://www.talkimg.com/images/2024/05/14/1mluJ.png
[This screenshot clearly shows the $174 (Rp2,797,308) win on Sweet Bonanza]

https://www.talkimg.com/images/2024/05/14/1mqgW.png
[This screenshot shows my actual balance after the win, which does not reflect the $174 winnings being credited]

https://www.talkimg.com/images/2024/05/14/1mxNC.png
[Stake's XLS file incorrectly shows the balance before this win, failing to account for the $174 I should have received.]

Also, from the bet archive, I found the bet ID and everything seems to be correct in the JSON data, but the actual balance numbers don't match with Stake's XLS file for the before and after balance amounts.


The JSON data from my bet archive clearly confirms the $174 win amount, but Stake has provided inaccurate balance information in their XLS file, failing to properly credit my account after this legitimate win on Sweet Bonanza.

So the betID is there according to the bet archive, it's not missing, and it shows that your account won the correct value?

The problem is that when you reached to their live support here [as above] the amount was not credited to you, as can be seen that you only had 190 USDT in your account. But is it credited later after you reached their support, though?

Can we see your current balance and perhaps [to prove that you never withdraw any, so the amount are still the same and not deducted due to withdrawal instead of being uncredited] your deposit and withdrawal history?

Yes, the .json file has the right data showing the correct win value. However, on the website, the balance was not updated to reflect that win.
The amount was never credited to my account, even after reaching out to their live support. As you can see in the screenshot I provided, my balance remained at only $167 USD. [I played a black jack hand to verify again, then I got to support again there you can see the balance as $190 despite the 174 USDT win.'

https://www.talkimg.com/images/2024/05/14/1mevm.png

You can check the timestamp(5:20 PM, that was my last bonus buy which was not credited) and I continued to resume after 1 hour (6;30 PM) did a .20 cent spin to check if the balance appeared.

My current balance is 0 USDT. I recently leveled up to Platinum 3, and I am down around 2,500 USDT this week. I have made a 1,000 USDT

deposit after this incident. I have no reason to lie about this small amount, as money is not an issue for me. The main concern is why Stake seems adamant about not acknowledging the glitch in their system.

I can provide my deposit and withdrawal history to prove that I have not withdrawn any funds, and the balance discrepancy is solely due to

the win not being credited correctly.

A bit curious and it might help, might be not, are you from Indonesia or India? I am asking because the reward displayed were in "Rp", IDR, Indonesian currency, but the geotag of your casinoguru placed you as Indian. If you're an Indian, the displayed currency should be "Rs", INR.

I am just trying to determine the time difference between yours and Stake's internal system and --from it-- ask you to show the screenshot of record like below in a more accurate section.

https://www.talkimg.com/images/2024/05/14/1mevm.png

As you can see, if we judge from the betID, the history you showed here [226610268719, 226610531383, and 226625866816] to prove the difference in balance and your waiting period were actually way too far from the one being the issue here [226468768438], thus, the section being screenshoted and provided here is quite likely to be incorrect section.

IIRC, Stake has their own system clock [and IIRC, like most website, it's on UTC +0], so what's shown to happen at 7th of May, 00:04:29 on their JSON log might show as 05:34 if you're accessing from India [UTC +5.5], or 07:04 [UTC +7] if you're from Indonesia. Those time are in A.M., ante meridiem, the bet log you provided were from a time span of 05:18 - 06:55 P.M.

If my inquiry is a bit too confusing [and I think it has a potential to be, thus I ask where are you accessing stake from, to simplify matters], for now, telling me the region where you accessed those bets from will probably be helpful.

Hey, IDR is a currency used on Stake, irrespective of your location.

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

[This screenshot clearly shows the $174 (Rp2,797,308) win on Sweet Bonanza and my balance as  $167 (Rp2,797,308)]

This is a clear mismatch with Stake's XLS file:

https://www.talkimg.com/images/2024/05/14/1mxNC.png

[Stake's XLS file incorrectly shows the balance before and after this win.]

As you can see, Pragmatic Play accurately displays the win amount and balance. Everyone knows how precise their system is in reporting wins.

I suspect that what might have happened is that the winning was never credited to my account for some reason, potentially due to heavy traffic or a buggy code issue on Stake's end. It seems Stake then decided to manipulate the XLS file to make it appear as if the winning was credited.

However, they made a mistake by updating the balance incorrectly, which caught them red-handed. This is why AskGamblers suggested reaching out to regulated authorities.

I believe I have provided all the important information and answered all relevant questions regarding this allegations against Stake.

I will update if I have any further developments, but for now, you can be the judge based on the evidence presented.

If you could bear with my train of thought for  a moment, though there is a likelihood that a bet was not settled due to it being requested to be held by the game provider for investigation or a bug that made the bet unaccounted, I think both scenario was quite unlikely since the JSON bet archive recorded that it's been settled. Nor that Stake tries to manipulate the bet for that amount, as I am sure it's rather pennies for them.

Now, I completely understand what you try to convey with the screenshots, that your balance as per when you contacted their support did not match with the amount in the xls. However, due to no visible time stamp on that screenshot, it make things rather difficult for people overseeing this thread to be sure when did that conversation exactly take place.

To disprove any suspicion of possibility of manipulation from your side, and/or to clear any doubt of misunderstanding or glitch or whatever other possibilities, given that [I have to read between lines, since you didn't give direct answer] you're from India, do you mind to provide a screenshot of bets like this one below, but from roughly from 05:00 to 06:00 on 7th of May?

https://www.talkimg.com/images/2024/05/14/1mevm.png

Also, screenshots of your withdrawal history will be very much appreciated if you can provide us such.

Bet not available since I have played a lot of games and it's over 1000 hands back and it's archived, couldn't access it.

https://talkimg.com/images/2024/05/15/1FoT2.png

To be sure there is no misunderstanding, this is a feedback given when you look for your betting history from 5 to 6 a.m. on 7th of May? You played more than 1,000 rounds of games within an hour?

While we're at it, can you also provide your withdrawal history?

So they spend millions on promotion. Pay Drake and UFC stars, have F1 team, but decided to steal your 174 bucks and they are scam. Sound legit to me (not) :D I think this is just a bug, UI error, or something technical, but definitely it isnt right to call Stake.com as a scam.

Not precisely. Today, we are on May 16th, and Stake allows you to view up to 1,000 hands on their site, while the remaining data is available in the bet history archive.

https://talkimg.com/images/2024/05/16/1I5eJ.png

As you can see from the screenshot, my last cryptocurrency withdrawal was in December. I have made atleast 10k in deposits after, the money in picture is not at al an issue, I don't have to manipulate any information like stake.


I don't understand this mindset of blind trust. Just because a company is wealthy doesn't mean they are immune to mistakes or wrongdoing.

In this case, it may have been a genuine mistake, but Stake decided to manipulate the outcome by providing incorrect balance information, making it appear as if the winnings were credited when they were not.

Unless we approach situations with an open mind and consider all possibilities, genuine individuals can be affected and taken advantage of.

This is not something I will allow to happen in this case. I will expose them for their actions.

Ok, so it's pretty clear to you now that you misunderstood what I asked? Is it possible for you to provide that betting history I try to see in order to get a better grasp of this situation and cover this ground?

There is not misunderstanding on my part, I provided you the withdrawal history since you asked and there is no way to view the bet history as I said bets older than 1000 pages won't be available and can be viewed only on .json file.

I see many guys tuned a blind eye to stake, I hope they won't cut your signature campaign money, I mean the ones with stake signature replied here.

I don't understand. You're betting more than 1,000 games from between 7th of May to this day? Even though you encountered this situation within the period, you're still playing that much of game?

Because stake said that they would investigate it took them 4-5 days. I also leveled up recently. Do you have any more questions? since I have answered all of them but you never said a word against stake which is somewhat fishy.

https://imgur.com/a/vPTcBid

Check this screenshot as well, I contacted them again, different agents and different responses, who is the one handling the stake case here?

You... made this complaint one day after the bet in question happened. I am honestly torn here. You're very concerned that you raised a scam accusation or were you not that worried that you kept playing more than 1,000 games?

If I may burden you further, I've been meaning to ask about this just to cast off further point of doubt, but didn't have a reference point to convey what I wanted to ask... which luckily the neighboring thread supplied just what I am looking for. It came to my awareness that you tend to snip the exact part need to be shown instead of the whole screen.

If you don't mind to show us screenshot like below [I put yours and theirs side by side for comparison], it'll greatly appreciated to show that you don't have any withdrawal other than those three and that page is the only page on your withdrawal history

https://talkimg.com/images/2024/05/16/1I5eJ.pnghttps://talkimg.com/images/2024/05/19/1rLRa.jpeg

With more information coming in, I think what I said before still applies to the current situation and what I thought before. The OP quickly jumped to a conclusion that Stake is a scam without even cooperating with Stake team or clearly explaining what happened to him. I believe the Stake team doesn't have a clear understanding of what happened, which is why they didn't help initially.

I noticed in the screenshot you provided that the winning amount shown is greater than your balance. This can’t be right and seems to be an issue. Either the winnings didn’t get credited to your balance, or you were playing multiple games simultaneously, or you didn’t refresh your balance which caused it to appear as if the winnings weren’t credited. You only have to explain everything simply and to not complicate things or accuse other of scam. Beside that, I have seen that you kept playing with Stake and claiming they are scam? How is that possible ?

---

I always admire your efforts in such situations and the patience you show to everyone you help. You have clarified a lot for us in this accusation topic. The OP wouldn’t have explained much of his case if you hadn’t asked for the right evidence and information from him. Let's keep an eye on what happens next and on Stake's response to this matter.

I am an experienced online casino and crypto gambling player. As I mentioned previously, I had an issue where the winning from my bonus buy-in was not credited to my account. I immediately reached out to Stake support, who said they would investigate and get back to me. This is not the first time I have faced such issues, especially with their Blackjack Originals games, but I never had concrete evidence to prove it before.

I made the complaint the very next day after the incident. At the time, I was around 87% towards reaching Platinum 3 level, so I continued depositing and playing to reach that goal. In the last 14 days alone, I have wagered more than $120,000.

https://talkimg.com/images/2024/05/19/111sz.png

Regarding your request for my withdrawal history, I am slightly offended by your level of due diligence, as my withdrawal history has no direct relevance to this specific issue. However, for transparency, here is a screenshot showing my withdrawal history. The reason for the previous cropped screenshots was to demonstrate that I had no crypto withdrawals after December, so the rest of the information was unnecessary. If needed, I can share my full withdrawal history with you privately.


This is not the first time I have experienced such issues with Stake, especially with their Blackjack Originals games. There have been numerous instances where I wondered why my balance remained the same after winning multiple hands. When I raised these concerns, Stake's support would respond that they had investigated all my bets and claim they were settled correctly, sometimes stating that the balance updates could take a few minutes.

However, in this particular case, they were caught red-handed, and I decided to expose them as much as I could.


The reason the winning amount was higher than my balance is that this was a 592x win.

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

I advise you to approach this with an open mind and heart. This loss is insignificant to me, as my weekly bonus was around the same amount. I have a 30-day $14 reload offer active. I have no reason to lie or fabricate evidence. I have been observing Stake's shady practices for some time, and this incident prompted me to expose them. All the screenshots and evidence I have provided are genuine and unedited.

Here is the side-by-side comparison...

https://talkimg.com/images/2024/05/19/115qj.png

You can clearly see the difference in time and stake claims the xls were not types out, check the s.no, it was copy/pasted or edited in a way to adjust that my winnings were credited which were not.

Furthermore, Stake's support team has provided contradictory information, further strengthening my case. Today, they claimed that a similar bet made on May 7th was settled on May 11th, conflating this incident with a different one.

[Screenshot showing Stake's contradictory response](https://imgur.com/a/vPTcBid)

As you can see from the screenshots, they have indirectly admitted their mistake in handling this situation.

Regarding my request of withdrawal history, actually... it has relevance to the issue. Perhaps you're not familiar with the way I approach scam accusation cases on this board; I question every side, I don't start case with assumption that the casino is guilty or the player is guilty, I approach them with assumption that both sides hide things.

Speaking for this situation, I asked for your withdrawal history in full to eradicate any doubt that you deliberately snip it to hide a [working assumption] "fact" that there is another page showing several other withdrawal made. To put it simply, what I try to prove/disprove is whether you cheated their system by winning, withdrawing the amount won, then made a screenshot of that conversation with their live support with your current balance shown to [give a fake] prove that you're not credited, while what happened was you drained the wallet prior to the screenshot.

With this withdrawal history shown in full, it disproves my previous assumption and tell us that your balance was not being manipulated. I am thanking you for bearing with me through this.

Moving on, is it possible that they credited you in other currency? Have you look at your entire balance and see if they, perhaps, pay those winnings in ETH or BTC instead of USDT?

I get it, that's not in my case since I have nothing to hide.

Nope, stake doesn't credit in other currencies no matter what. I reached out to eddie directly, then the tech support got in touch with me directly, I will update if I hear anything from them.

---

https://talkimg.com/images/2024/05/21/17yom.png

UPDATE on Stake's Response and Manipulated Lies

I received a response from Tristan, who claims to be a Senior Technical Engineer at Stake. However, his response contained several contradictory statements and what appear to be blatant lies in an attempt to manipulate the situation.


Tristan initially claimed that the balance discrepancy was due to my winnings being converted from IDR to VND. However, he directly contradicts this later in the same response:


If the payout was made appropriately in the game currency IDR as he confirms, there should be no conversion to VND causing balance discrepancies. Stake does not typically credit winnings in different currencies regardless of the situation. This is clearly a lie to cover up the inaccuracies in their internal records.

Furthermore, Tristan falsely stated:


Yes, but as I stated askgamblers thread was closed and they suggested me to reach the authorities.

It is evident that Stake, through representatives like Tristan, is attempting to provide manipulative and contradictory statements instead of taking accountability for their systems failing to accurately credit my legitimate $174 winnings and you can very well see the mismatch in timings accordingly to Tristan, according to him the bet was settled one hour before my winning?

I have escalated this directly to Eddie, Stake's CEO, as their support team has lost all credibility through dishonest responses. Stake's technical team is also in direct communication with me now.

I will continue updating this thread with any progress towards a satisfactory resolution, which at this point requires:

1) The missing $174 winnings accurately credited to my account balance.
2) A detailed and consistent explanation for the precise reasons their systems failed to record this win properly.
3) Appropriate compensation for the additional losses to my bankroll caused by this unresolved discrepancy.

Stake's continued provision of manipulated lies and lack of accountability is unacceptable. I implore them to demonstrate transparency and integrity in resolving this legitimate complaint.

Stake you have lost my trust completely.

King

I've been reading this post and the screenshot for perhaps two hours [with breaks to do IRL activities and attending other cases in between], and I think I understand what Tristan tried to say.

First and easiest thing to tackle, regarding how he tries to address your AG thread, though it's closed by the moderator, it does not necessarily close the possibility that AG already forwarded the email to Stake, letting them know there is a complaint raised against them, before they decided to refuse to handle the case and ask you to escalate to higher authority.

This can easily be proven by looking at the points he raised, does the three dotpoints he explained to you matched the ones you wrote to AG?

Now, moving to your case and the whole explanation provided by Tristan... the simplified version is: I think they're trying to say that you were credited, but you spent them on other bets up to the point you made this screenshot, which was 11 hours later.

https://www.talkimg.com/images/2024/05/14/1mevm.png

May I know two things?

One, approximately how long after the big win did you made this conversation and the screenshot? Again, there were no visible timestamp on the screenshot, so it's a bit hard to grasp the complete situation here.

https://www.talkimg.com/images/2024/05/14/1mqgW.png

Two, in between the winning and the screenshoted conversation above, assuming that conversation happens a couple of hours after the one hour waiting time you gave to see if your account got credited, did you resume playing and lose significantly?

Firstly, thank you for spending your time on this case and trying to understand the situation. To answer your question, no, Tristan's replies do not match with the points I raised on AskGamblers (AG).


1) I took the screenshot after the big win, leaving the one-hour gap precisely, and I made a small bet of $0.02, as you can see. One hour is the difference, and I have the exact timestamp on my local computer if it helps.

https://talkimg.com/images/2024/05/22/18AGW.png

2) No, I did not lose significantly. In fact, I had won more than my initial balance, and at one point, I was around $500 without even the refund from the Sweet Bonanza win.

3) As per the live chat support, the winnings were credited only on May 11th.

https://talkimg.com/images/2024/05/22/18HyJ.png

However, according to their XLS record, the winnings were credited on May 7th.

https://www.talkimg.com/images/2024/05/14/1mxNC.png

Tristan's claim that the winnings were credited one hour before in a different currency (VND) is fabricated. They have provided inconsistent and contradictory information, suggesting they are intentionally lying to cover up the issue with their system.

Here's Tristan's statement:


This statement is a bunch of fabricated lies to avoid accepting the issue with their system. They know they have made a mistake, and they are intentionally providing inconsistent information to cover it up. This is my claim against Stake Casino, supported by the evidence I have provided.

Umm... I'll focus on this one first.

Actually... That's 12.5 hours after the big win, not one hour. The Sweet Bonanza big win happened on approx. 05.34 a.m., UTC+5.5, your conversation with NikolaSte, according to your PC's clock, happened on 06.59 p.m., UTC+5.5

You make a fair observation about the timestamps. However, the win did not happen around 5:34 AM UTC+5.5. The $174 win on Sweet Bonanza occurred around 5:30 PM my local time.


After the win, I took a break for approximately an hour to allow time for the balance to update in my account. When there were no signs of the $174 winnings being credited after that 1-hour window, I made that 0.2 spin, made a bonus buy to see if it appears...I proceeded to reach out to Stake's support at around 6:59 PM my local time (UTC+5.5).

https://www.talkimg.com/images/2024/05/14/1mevm.png

The timestamps over here are from local time zones, if it clears it up for you.?

Stake appears to be purposefully referencing different time zones and currencies in their responses, attempting to create contradictions and "prove their innocence." However, this is a clear attempt at manipulation on their part.

The evidence I have provided, including precise timestamps from my system's logs, clearly shows the $174 win happened around 5:30 PM local time on May 7th. Stake's efforts to obfuscate the timeline by stating different times and currency conversions is an underhanded tactic to avoid acknowledging and resolving this issue transparently.

I haven't read all the replies of this thread yet, but I want to share my opinion here to clear the doubts about the bet time and live support message time.

@OP, You are trying to mess up everything here. 'holydarkness' is right about your 174+ USDT bet winning time. The winning bet (check: 226468768438 (https://stake.com/casino/home?iid=%5Bcasino%3A226468768438%5D&modal=bet)) was indeed settled at 5:34 AM Indian time (UTC +5.5). If we convert the time in UTC format, then it become 12:04 AM or 00:04 AM. Your bet data (XLS file) is showing the UTC time there.

The other bet (check: 226610531383 (https://stake.com/casino/home?iid=%5Bcasino%3A226610531383%5D&modal=bet)) was placed at 5:20 PM Indian time (UTC +5.5), which you had highlighted in one of those screenshots you posted. Which is 11:50 AM in UTC time. Stake tech support has described the same thing to you on the email message. You may verify those bets time by clicking on the bet-id which I have provided.

There is 141,762,945 bets gap between those two bets. And it was indeed placed after 11 hours of your big winning bet. You can also verify the time when you reached to the live support agent. Just put your 'mouse pointer' on the support message, it will show the message time like this.

https://www.talkimg.com/images/2024/05/22/1enjT.png

Thank you for taking the time to analyze the bet IDs and timestamps. However, I believe there may be some misunderstanding regarding the timeline. Let me clarify with the following screenshots:

https://talkimg.com/images/2024/05/23/1qsLa.png
https://talkimg.com/images/2024/05/23/1q3eo.png
https://talkimg.com/images/2024/05/23/1qvGT.png

These screenshots clearly show the timestamp from my local system when I reached out to Stake's support after the $174 Sweet Bonanza win. As you can see, the conversation with the support agent NikolaSte occurred around 6:59 PM my local time, approximately 1 hour after the win, which aligns with the timeline I have consistently maintained.

While the bet IDs and data in Stake's systems may show different timestamps, those could be the result of issues on their end, which is precisely the crux of this matter. I was present for the actual gaming session, and I can confirm with certainty the sequence of events from my perspective.

https://talkimg.com/images/2024/05/23/1qYfl.png

As this screenshot illustrates, Stake's support has provided contradictory information, claiming the win was settled on May 11th, despite their own XLS file showing May 7th. Such inconsistencies only reinforce the concerns about discrepancies in their internal systems and records.

I understand the efforts to analyze the data logically. However, when there are multiple inconsistencies between Stake's records and the actual events I experienced, it raises legitimate doubts about the accuracy of their systems. This is why I have been persistently seeking a transparent resolution from Stake regarding the failure to properly credit my legitimate $174 winnings.

While I appreciate you taking the time to examine the technical details, I would kindly request that you also consider the evidence from my perspective as the player who was present throughout this incident. Let me know if any other clarification is needed.

I'm afraid, unfortunately, these new screenshots you gave us did not clear a lot. If any, it only brought new question and confusion.

First of all, to address your previous post, actually, the log [and every other data provided] shows that it happens around five in the morning of your local time, not in the evening. Even the log you provided on the screenshot above strengthen the likelihood that the bet [226468768438] happened far before those logs as their house betID shows quite a distance.

Mahdirakib above was kind enough to calculate the gap in between those bets, and it was 141,762,945 games, that'll be a very likely thing that happen over the span of hours, like 12 hours or so, instead of one hour. Because it'll be one hell of a traffic if 142 million games happened in one hour.

Further, if you click at his link, Stake's internal system shows that the winning bet was indeed happened at near midnight their local time [UTC+0].

https://talkimg.com/images/2024/05/22/1qU1H.jpeg (https://talkimg.com/image/1qU1H)

Were you saying that you actually play at 5 in the afternoon,17:00, 05:00 p.m. and not in the morning?

Most probably you reached the live support after 12+ hours of the $174 winning bet. 5:34 AM (IST) is too early in the morning. There is clearly 12 hours gap between those two bets which are in the question here. Perhaps, you have slept between that time and forgot the actual time of your big winning bet.

The live support (https://www.talkimg.com/images/2024/05/23/1l952.png) and Tech support (Tristan) was talking about the second bet (226610531383 (https://stake.com/casino/home?iid=%5Bcasino%3A226610531383%5D&modal=bet)) here, not the 174 USDT winning bet. They have also mentioned the currency VND for that bet only. According to the screenshot which you have posted here (https://bitcointalk.org/index.php?topic=5495794.msg64103351#msg64103351)

https://www.talkimg.com/images/2024/05/23/1lFPN.png

Your bet amount was 672,000 and winning amount was 477,792. It only match with the second bet amount if the currency is VND for the bet. The bet you placed was 26.45 USDT.

https://www.talkimg.com/images/2024/05/23/1lYwm.jpeg

Therefore, the 174 USDT winning bet is not related to the VND currency and 11th May. According to the bet time and other evidences, everything is clear here. Your account balance was 15,502,291 IDR (966 USD) after the 174 USDT win which happened 00:04 AM UTC. And your account balance was 4,748,815 VND (186 USD) after the second bet we are talking here, it was placed at 11:50 AM UTC time. We will be able to verify the bets and clear your doubts here if you can provide us your bet archive data of the 7th May.

Response:

Thank you for taking the time to analyze the details thoroughly. However, I must reiterate that the evidence I have provided, including screenshots directly from the Pragmatic Play game client, clearly establishes the accurate timeline of events from my perspective as the player.

https://talkimg.com/images/2024/05/23/1x4Ma.png
https://talkimg.com/images/2024/05/23/1x5yo.png
https://talkimg.com/images/2024/05/23/1xhqN.png

As you can see from these screenshots, the $174 winning hand on Sweet Bonanza occurred at approximately 5:34 PM Indian Standard Time (IST), which is my local time zone. The conversation with Stake's support agent, NikolaSte, happened around 6:59 PM IST, aligning with the 1-hour window I consistently stated.

While Stake's internal systems may show different timestamps or bet IDs, there is a clear discrepancy between their records and the actual events as I experienced them during the live gaming session. This is precisely the issue I have been persistently trying to resolve with Stake.

The apparent manipulation and contradictory information provided by Stake's representatives only reinforces the concerns about inaccuracies and potential issues within their systems. They have claimed the win was credited on different dates (May 7th and May 11th), suggested currency conversions (from IDR to VND) that do not align with the evidence, and provided inconsistent explanations.

I understand the efforts to logically analyze the data from Stake's side. However, when there are multiple inconsistencies between their records and the clear evidence from my end, including precise timestamps and game client logs, it raises legitimate doubts about the accuracy and transparency of Stake's operations.

Rather than attempting to create further confusion or doubt, I would kindly request that you consider the evidence I have provided from my first-hand experience as the player who was present throughout this incident. Let me know if any additional clarification is needed regarding the timeline and events as I witnessed them during the actual gaming session.


Response:

With all due respect, your analysis seems to be based on assumptions and selective interpretation of the evidence, rather than considering the entirety of the information I have provided.

1. The screenshots clearly show that I reached out to Stake's support agent, NikolaSte, around 6:59 PM IST, which was approximately 1 hour after the $174 winning hand on Sweet Bonanza at 5:34 PM IST. This timeline is consistent with the evidence from my end.

2. While you claim there is a 12-hour gap between the winning bet and the conversation with support, this assertion directly contradicts the timestamps visible in the screenshots from the game client and my local system logs.

3. Regarding the contradictory information from Stake's representatives about the win being settled on May 11th, this is in direct conflict with their own XLS file showing the win on May 7th. Such inconsistencies from their side only reinforce the concerns about inaccuracies within their systems.

4. The reference to the VND currency conversion and the second bet ID (226610531383) appears to be an attempt by Stake to create confusion and obfuscate the actual issue at hand – the failure to properly credit my $174 winnings from the Sweet Bonanza game on May 7th.

5. I have provided ample evidence, including game client logs, screenshots, and precise timestamps, to establish the accurate sequence of events from my perspective as the player who was present throughout this incident.

Rather than selectively interpreting or dismissing this evidence based on assumptions, I would kindly request that you consider the information I have provided from my first-hand experience. If you require further clarification or additional data, I would be happy to provide it.

However, attempting to create doubt or confusion by cherry-picking certain details while disregarding the substantial evidence I have presented does not contribute to a fair and transparent resolution of this issue.

I am more than willing to engage in a constructive dialogue based on the facts and evidence available. However, I cannot entertain discussions that seem intent on obfuscating the truth or dismissing the clear discrepancies and inconsistencies exhibited by Stake throughout this entire incident.

https://talkimg.com/images/2024/05/23/1xeJH.png

Still, stake won't reply or provide the game history from May 7th. This shows how professionally the handle issues.

I have only shared my opinion here by observing the information which is visible publicly. We have no way to verify whether you had really reached their support after an hour of your win or not. But if we see the public evidences, the bet was settled at the 12:04 AM UTC time on the 7th May. 'holydarkness' has clearly highlighted it above. You have conversation with the support agent was between 6:00 PM to 7:00 PM IST. I also want to see the resolution of your issue in a fair way. I have been playing at Stake since last 6 years. They never displayed wrong time for my bets until now.

Only you are claiming that the bet was placed at ~5:30 PM (IST), but there is no evidences of this claim yet. It will be helpful if you provide the JSON file of your 7th May bet archive data by downloading it from your bet history page.

I understand your perspective as a long-time Stake player. However, you seem to be disregarding the substantial evidence I have provided from my end regarding the accurate timeline of events:

https://talkimg.com/images/2024/05/23/1xhqN.png
https://talkimg.com/images/2024/05/23/1x4Ma.png

These screenshots from the Pragmatic Play game client clearly show the $174 Sweet Bonanza win occurred at approximately 5:34 PM IST (my local time), followed by my conversation with support around 6:59 PM IST - aligning with the 1-hour window I have consistently stated.

While Stake's internal systems may show different timestamps, their own acknowledgment suggests they experienced latency and loading issues, which could explain the inaccuracies in their records:


The evidence I have provided is not merely a "claim" - these are direct logs and screenshots from my end, which clearly contradict Stake's data. Dismissing this documentation would be unjust, especially when Stake themselves have acknowledged potential system issues.

I am more than willing to provide the complete JSON bet archive file for transparency. However, continuous attempts to create confusion by cherry-picking certain details while disregarding the concrete evidence I have presented does not contribute to a fair resolution.

I urge you to approach this matter objectively, considering all available information from both sides, rather than making assumptions based solely on Stake's perspective or personal experiences. A just resolution demands impartial evaluation of the contradictions between my evidence and Stake's records.

UPDATE:

Stake has now provided even more contradictory information regarding the $174 Sweet Bonanza winnings.

https://talkimg.com/images/2024/05/23/LUuu1.png
They claim the bet was placed on May 7th 11:50 GMT but settled on May 11th 11:42 GMT.

However, this is in direct contradiction to their own evidence:

https://talkimg.com/images/2024/05/23/LUwNm.png
https://talkimg.com/images/2024/05/23/LUnjb.png

Their internal records clearly show the bet ID and $174 winnings related to the Sweet Bonanza game on May 7th, not May 11th as newly claimed.

At this point, Stake has provided multiple contradictory statements, timestamps, bet IDs and balance records regarding this same $174 winning incident. Their inability to maintain consistent information raises grave concerns about the accuracy and credibility of their systems and records.

No, you are assuming it only. The Pragmatic Play client hasn't mentioned the AM or PM with the time.

https://www.talkimg.com/images/2024/05/23/LUZPC.png

You are trying to back up your claim with the support message time. We have no way to verify whether the message was indeed sent after 1 hour of the bet or not.

You are cherry-picking the details actually. Seems like the support team has become confused for your messy messages. They are talking about (https://talkimg.com/images/2024/05/23/LUuu1.png) the second bet settlement date, the time for the second bet was 11:50 GMT. They are doing investigation on that bet as you had highlighted it to them (in the screenshot).

Anyway, it is unnecessary to continue the discussion here if you can't provide the JSON data (your bet archive). This is the only way now to observe your bets and verify your claim in a transparent way.

To address the recent posts as a whole, Pragmatic adopt 24-hours time format. Thus, a bet with a time log of 05:34 means it happens on 05:34 a.m., five-thirty in the morning, not on 05:34 p.m., otherwise, it will be written as 17:34.

Below are two images I quickly and randomly stole from the net, showcasing that they use 24-hours time format and things that happens past 11:59:59 were written as 12:00:00 and beyond [13:00, 14:00, 17:30, and so on] instead of 12:00:00 p.m.

https://talkimg.com/images/2024/05/23/LUz22.jpeg (https://talkimg.com/image/LUz22) https://talkimg.com/images/2024/05/23/LUFPc.jpeg (https://talkimg.com/image/LUFPc)

UPDATE FOR BITCOINTALK FORUM AND CASINO GURU:

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 on Stake Casino's platform.

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 which led to the confusion since I had two different hands with the issue. Thanks to @holydarkness & @Mahdirakib for looking into this for me and helping me with the misunderstanding.

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, 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.

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.

That being said, the inconsistencies and delays in processing winnings are still concerning and highlight the need for Stake to enhance the efficiency, accuracy, and transparency of their systems and customer support processes.

I urge Stake to:

1. Conduct a comprehensive review of their bet settlement, payout processing, and account reconciliation systems to identify and address any lapses or inefficiencies that may lead to delays or inaccuracies.

2. Implement measures to ensure that account balances and bet histories are updated in real-time or near real-time, minimizing any discrepancies or delays in reflecting accurate information to players.

3. Improve their customer support training and protocols to ensure that representatives provide consistent, transparent, and accurate information to players, avoiding contradictory or misleading statements.

4. Establish clear communication channels and processes for players to escalate and resolve issues promptly when discrepancies or delays occur, without the need for extended back-and-forth exchanges.

5. Consider issuing an official statement acknowledging the areas for improvement and outlining the steps they will take to enhance the overall player experience and rebuild trust in their platforms.

While this incident may have been a result of system inefficiencies rather than intentional misconduct, it highlights the importance of maintaining accurate, transparent, and efficient operations in the online gambling industry. Players deserve a seamless experience where their winnings are processed and reflected accurately and in a timely manner.

I appreciate Stake's cooperation in ultimately resolving this matter and hope that they will take proactive steps to address the identified areas for improvement. Enhancing their systems and processes will not only benefit players but also strengthen the credibility and integrity of their platforms.

Thank you for updating us, glad that the time-zone misunderstanding can be straightened. I'll appreciate if you can edit the title of the thread [I am sure you know how] and add the word "resolved" or its equivalence to mark it as such, and lock this thread fo prevent further meaningless discussion.

One thing that I might be able to help answer from the list of your suggestions, about bet settlement and account balances that can be updated in real-time, I think these factors are unfortunately not up to Stake, or any other casinos out there. From time to time, their game or sportsbook provider asked for an investigation of a bet, which made them have to temporarily withheld the amount won from being settled and reflected to player's balance until the investigation is over.

I agree that they have a lot of room to improve in terms of communication channels and official statements, but IMO, on this case, they actually paid special attention to their player, given their Senior Tech Engineer personally addressed and explained the situation with your betting history.

I tried to highlight the difference between those two bets on my first post in this thread. Stake support and tech team was trying to convince you from the beginning too, but you had some misunderstanding about your bets. Perhaps, you had a long betting session on 7th May. That's why you messed up the timing of your bets.

The mistake was from your side. Stake team tried their best to define the situation from the beginning. Even you have denied my clarification two times here by addressing it as 'cherry-picking certain detail', while I tried my best to clear your doubts by spending hours of time. Anyway, glad to see that you have finally understood the key fact here. Good luck for your future betting session.

Thank you, updated the thread tittle.

It was not the timezone misunderstanding but I misunderstood the missing hand with the credited hand and the screenshot I got from pragmatic was from a different bonus which led to further confusion the missing bonus buy was credited on May 11th after the complaint was raised, so no way a player will know if their hand is missing if they are not paying attention to it. This led to a lot of concussion and frustration at my end and wasted so much of my valuable time in resolving this unless someone pointed me that I was looking at the wrong bonus buy. I think this is very commo