[Resolved] Inconsistencies in Stake's Handling of $174 Winnings Issue

[kingbj21]

[...]
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?

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).

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 make this conversation and the screenshot? Again, there were no visible timestamps 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 screenshotted 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?

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:

As for your balance displaying incorrectly within Pragmatic, I believe this is because the bets references at 11:50:41 were initialised with a VND session and exchange rate, rather than the initial IDR exchange rate - which likely led to some confusion and ill chase up to see if I can verify this with certainty. It's likely that the previous bonus winning screen from 00:04:29 UTC also displayed which is why you believe it didn't credit to you "after 1 hour" as you started your gaming session again around 11:02:30 UTC.

I can confirm and verify for you however, that you were paid out appropriately and accordingly. I understand the frustration but unfortunately we cannot compensate any additional losses as this is outside of our control if a players decides to due to emotion however we do have and encourage customers to be reminded of our Stake Safe and Self-Exclusion in these circumstances which can be found here respectively:

https://stake.com/responsible-gambling/stake-smart
https://stake.com/responsible-gambling/exclusion

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.

[holydarkness]

[...]
May I know two things?

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

[...]

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.

[...]

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

[kingbj21]

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.

[Mahdirakib]

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.

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.

@OP, You are trying to mess up everything here. 'holydarkness' is right about your 174+ USDT bet winning time. The winning bet (check: 226468768438) 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) 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.

[kingbj21]

@OP, You are trying to mess up everything here. 'holydarkness' is right about your 174+ USDT bet winning time...

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.

[holydarkness]

@OP, You are trying to mess up everything here. 'holydarkness' is right about your 174+ USDT bet winning time...

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.

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].



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

[Mahdirakib]

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.

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.

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.

The live support and Tech support (Tristan) was talking about the second bet (226610531383) 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



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.



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.

[kingbj21]

[...]

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.

[Mahdirakib]

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 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.

[kingbj21]

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 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:

Over the last few days, Stake has experienced some slight latency issues, alongside some intermittent loading issues. This is on the back of unprecedented growth as Stake continues to become a global destination for online gaming. We can safely say these issues are now resolved.

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.

[Mahdirakib]

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.

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



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.

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.

You are cherry-picking the details actually. Seems like the support team has become confused for your messy messages. They are talking about 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.

[holydarkness]

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.

[kingbj21]

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.

[holydarkness]

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.

[...]

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.[...]

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.

[Mahdirakib]

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. ~

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.

[kingbj21]

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.

[...]

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.[...]

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.

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