Stake Casino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear NecroAttila,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

As additional evidence of Stake's current technical instability, here is a screenshot of a mass email they sent offering a $100 bonus, which they had to retract shortly after due to 'system errors'. Their platform is clearly experiencing database issues that are affecting player results.

Dear NecroAttila,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

Thank you very much for the clarification. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to [email protected]? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Attila

Dear Attila,

I sent you an email with the evidence.

Kind regards

Estimado Attila,

Te envié un correo con la evidencia.

Saludos Cordiales

Dear player, thank you, I can confirm I have received your email. Unfortunately, I am unable to open the files you have attached. Could you please try sending them in a different format?

Thank you for your patience and cooperation.

Hi, I send you a new email.

Dear Player, Thank you for your response.

Upon reviewing the evidence, it seems that the currency switch was not limited to a single bet, as you previously indicated (435653095234), but rather was applied to multiple bets, beginning with bet 435653079430. Unfortunately, we are unable to ascertain whether the currency switch occurred manually or resulted from a technical glitch.

If there is any information I may have overlooked or if you have any additional details that could further support your case, please do not hesitate to reach out. Otherwise, I regret to inform you that I will need to reject this complaint.

Thank you for your understanding.

Dear Attila,

Thank you for your detailed review. I understand your point regarding the sequence starting from bet 435653079430. However, I would like to highlight three technical facts that prove this was a system glitch and not a manual change:

Zero Balance Logic: All bets in that XRP sequence (including the winning one) have an amount of 0. It is logically impossible for a player to manually switch to a currency where they have zero balance to place multiple bets of zero value, especially while having a high VIP status (Platinum II) and active balance in CLP. There is no benefit or reason for a player to do this.

The "Sticky" Session Glitch: This is a known technical error where the server's front-end and back-end become de-synced. The system "stuck" on XRP for a few nonces with a 0 value because it couldn't pull funds from my CLP wallet due to the currency mismatch.

Immediate Recovery: As shown in Nonce 8414, the system automatically reverted to CLP without me changing any settings. If I had manually changed the currency to XRP, it would have stayed in XRP until I manually changed it back. The fact that it jumped back to CLP on its own confirms it was a momentary synchronization failure.

Intent to Bet: My intention was always to bet my CLP balance. A "0 XRP" bet is a "ghost bet" generated by a server error. Since the game result was a Winner (16.18x), and my session was intended to be CLP, I should be compensated based on my standard betting unit in CLP for that session.

I ask you to consider that no rational player would manually switch to a 0-balance currency to play a winning streak for "nothing." This only happens during a technical malfunction.

Best regards,

Dear player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a different format? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Dear Attila,

Thank you for your guidance. I want to inform you that I have already requested the consolidated Excel file from Stake's support, but they refused to provide it directly.

As a result, I am currently downloading my betting history manually, day by day, from my account settings. I am compiling all this data into a single, organized file to ensure you have the complete period for review.

This is a time-consuming process because I have to merge the daily records myself, but I am committed to providing you with the most accurate information. I will send you this document as soon as I finish compiling it.

Thank you for your patience and for keeping the case open while I gather this evidence.

Best regards,

Dear Attila, I have finished compiling the daily records into a single file as you suggested. I have just sent the document to your email. I hope this detailed history helps clarify the technical error during the session. Thank you.

Thank you for your email and for providing additional information. I truly appreciate the effort you've put into collecting all the evidence and clarifying the issue.

I completely understand how frustrating it must feel to lose the opportunity to gain the potential winnings from the game round. Unfortunately, since no real-money balance was unfairly deducted from your account while the technical glitch occurred, we are unable to request compensation from the casino.

Please be aware that casinos generally reserve the right to decline a bet for any reason. Additionally, we can only pursue payments if real-money funds have been deducted from your balance.

I truly understand this is disappointing news, and I’m sorry we cannot do more in this situation. For these reasons, we will now close this complaint as rejected. Thank you for your understanding, and please remember that you’re always welcome to reach out if you experience any issues with this or any other casino in the future.

Best regards

Attila