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

[kingbj21]

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 , the funds were never credited to my account balance.

Scammers Profile Link: stake.com

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

Evidence:
1.
[This screenshot shows my account balance after the win, which does not reflect the $174 winnings from Sweet Bonanza.]

2.
[Stake's own XLS file incorrectly shows the balance before this win, failing to account for the $174 I should have received.]

3.

Code:

{
"iid": "house:226468768438",
"payout": 174.44357841291873, /* This matches the $174 win */
"credits": [
    {
        "betId": "7d086b0a-53d7-49ee-9c96-38a94e0250e8", 
        "amount": 174.44357841291873 /* Again confirming the $174 win */
    }
]
}

[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 ()

- 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.

[JeromeTash]

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.

I've observed similar instances of winnings not being credited in the original Blackjack game, but support would often claim that everything was in order.

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

[PX-Z]

According to Stake, the case is still under investigation, and I've been advised to wait. However, email support initially denied any issues, and later, when I brought it up to chat support, they acknowledged a mistake on their end and informed me that the case is being investigated, with a resolution expected within 7 days.

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.

[yhiaali3]

Additional Notes: According to Stake, the case is still under investigation, and I've been advised to wait. However, email support initially denied any issues, and later, when I brought it up to chat support, they acknowledged a mistake on their end and informed me that the case is being investigated, with a resolution expected within 7 days.

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.

[yahoo62278]

I've observed similar instances of winnings not being credited in the original Blackjack game, but support would often claim that everything was in order.

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

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.

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.

[holydarkness]

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?

[holydarkness]

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.

[holydarkness]

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.

[holydarkness]

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?

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 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.

[Cointxz]

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?

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.

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.

[GxSTxV]

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:
 

Guess What?
I got $25 as a birthday bonus for plat 2 birthday from stake which is low I guess?
And my wager is not getting added, but only like $2k wager counted, I am stuck at 98.06%, I have 8 hours of my session footage to prove that bet id and wager not being added and stake says it's all normal.
I will be posting my ticket update along with this nonsense from stake soon.
Updates soon, stay tuned, we are in for something with stake here.

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.

[holydarkness]

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?

[AHOYBRAUSE]

snip

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.

[holydarkness]

Okay, here you go.

This is the bet in Question.



This can be verified with the recent hands played.

Replay link: https://replay.pragmaticplay.net/Rj57a8cSrC



This is my bet history at the time, where I have highlighted the hand is missing.



I took a 1-hour break to ensure the funds got added, which was not added at all.



Reply from stake and the xls screenshot.





My bet archive.

Let me know if you need anything else from my end.?

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.

[holydarkness]

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

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?

[holydarkness]

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.



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.

[holydarkness]

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



[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:



[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?



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

[holydarkness]

[...]
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?

[Image snip]

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.

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?

[TopTort777]

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) I think this is just a bug, UI error, or something technical, but definitely it isnt right to call Stake.com as a scam.

[holydarkness]

To clarify, this screenshot is the feedback you received when attempting to view your betting history from 5 to 6 a.m. on May 7th? It's quite surprising that you played more than 1,000 rounds of games within that one-hour window.

Moving forward, could you also provide your withdrawal history?

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.



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.

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?