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

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.

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:




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.


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:




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.

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.





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.



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

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:





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.



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.

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).



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.

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.



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.



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



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.

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.

---

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 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.



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...



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.

Dude, check my thread on how Stake manipulated the xls file to show that the winning was credited which was not.

https://bitcointalk.org/index.php?topic=5495794.0

I assume Stake will go to any extent to defend their manipulation and even withhold our funds for no obvious reasons, since there are no regulations or authority to scrutinize them, everything looks good on paper. But they won't be afraid to lie/scam/steal in daylight and there will be hundreds of forum users who won't doubt their integrity just for one reason. they are getting paid for their signature campaign.

Even Ask Gamblers or Casino Guru are spineless against stake, something has to be done to prevent these day-light scammers, I have a lot of proof and evidence.

   
[SCAM ALERT] Stake.com missing bet ID and I suspect it's intentional!

https://bitcointalk.org/index.php?topic=5495794.0

These scumbags are scamming in daylight, fuck you Eddie, steve and mike for robbing peoples money.

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?

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.

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.

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.

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.

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.

[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.


[This screenshot clearly shows the $174 (Rp2,797,308) win on Sweet Bonanza]


[This screenshot shows my actual balance after the win, which does not reflect the $174 winnings being credited]


[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.

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.

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.