[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 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

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.

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 (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.

[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.

[kingbj21]

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?
[/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.

[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?

[kingbj21]

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.

[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.

[kingbj21]

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.

Hello there!

I'm reaching out to you regarding your issue that we reported to our team in charge.

The bet which you reported to us has been successfully settled, and correctly credited to your account balance.

I have attached a document for your reference, which outlines the details of when and how your balance was updated during that specific time frame.

Rest assured, your balance has been updated accurately and there are no missing funds from your account.

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.

[kingbj21]

Kwell.

Please check the attachment I provided you with, since all information are stated there.

As previously stated, this decision is final, and we are not able to make any changes regarding this.

[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.

[kingbj21]

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.

[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.

[Coin_trader]

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.

[kingbj21]

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.

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.

[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.