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Hi Wangjerry087 - welcome to CasinoReviews.com!

To clarify, the bets that you claim should not have been placed are:


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Thanks,

CasinoReviews.com Complaints Team

The bets that should not have been placed are the bets after the win, which are:

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These bets did not follow the conditions I have set for my strategy, and autobet also coudn't be stopped.


If needed, i can provide a recording with the chat log i had with the stake support team, and also the email conversations we had, where they checked the bet ids and confirmed that the bets were NOT following the conditions and strategy I set, and also the fact that autobet was keep betting without any pattern whatsoever until i did not have enough money for the bet. However, they just framed it as an "connection issue" from my end, refusing to take any responsibility and also refusing to provide any evidence, they were only making claims and not properly answering to my text.

Since they were not replying on the chat (after I asked for evidence and a explaination for what happened, how the system works), i asked on email for further assistance and for evidences backing their claim, as there are many cases online, also on trustpilot about issues with stake's platform and website, where they just claimed for it to be a "connection error" by the user and stopped answering. After contacting them on email, they ended up repeating the same thing about it being not their problem, and stopped replying.

Hi Wangjerry087,

You appear to have already included the chat records with your initial submission. Please forward the email communications to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

I sent the video of the live chat log with the stake and video of the email messages to the email.

Hi Wangjerry087,

Thank you for the videos. However, please simply use the forward button on the relevant emails to send the emails to us.

CasinoReviews.com Complaints Team

I have forwarded the conversation with stake to the email complaints@casinoreviews.com.

From seeing how I lost 2.78946823 BTC because the bets were not following the conditions in the strategy I set, to how they were avoiding my text and questions, refusing to provide any explanation and evidence for their claims, then stop answering me completely (both in live chat and after i contacted them in email), it is clear that they do not want to take responsibility of my loss of over 160k United States Dollars (it was 140k+ before, which is 2.78946823BTC, but bitcoin increased in price) due to stake not executing the conditions I have set for my bets.

Hi Wangjerry087,

Thanks for your email.

Our initial assessment of this issue would be that the operator description of how the betting strategy function works is reasonable. Where your connection to be intermittent over the time of the bets it would be understandable that the betting strategy would not be deployed. This does not mean that there was a complete break in your connection, it could simply be a drop of a fraction of a second that would similarly result in buffering if you were streaming.

However, what does not appear to tally with this explanation is the varying bets. Not deploying your predefined betting strategy should not result in random bet variations. Logically, if no betting strategy can be identified, if a rebet is going to occur at all it should be at the value of the last known bet.

This is not to say that anything untoward has taken place here. There may be other explanations for the behaviour the game has displayed.

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

We need you to confirm that you provide your consent for us to share your personal information with the following parties, and for those parties to share your personal information with us:


- Stake
- Medium Rare N.V.
- XCM Validation
- Xecutive Corporate Management B.V.

Thanks,

CasinoReviews.com Complaints Team

Yes, I give consent for you guys to share my personal information with the following parties, and for those parties to share your personal information with us:

What should I do if they refuse to cooperate with the complaint and provide any proper attention, or explanation toward this matter. It is a loss of over 2.78 BTC because of something that occurred at stake due to the platform not executing the conditions I set for my bets. They refuse to provide any proper explanation and evidence for their claims, to not answering messages, which is unethical and even illegal, as they could easily rig the game (or set up systems that benefit them), blame it towards the user's connection and not take any responsibilities after taking the money. According to many reports online, their license provider does not even consider the problems at Stake.

Hi Wangjerry087,

As explained above, this is a weakly licensed operator. If the operator fails to respond to us there no viable alternative available to you.

Thanks,

CasinoReviews.com Complaints Team

If they can just dismiss any complaint, make claims then refuse to respond to the person who lost their money, isn't it very easy for them to simply scam some of their users and take their money?

Hi Wangjerry087,

Unfortunately a lack of recourse if complaints arise is one of the risks associated with playing with weakly licensed or unlicensed gambling operators. These operators choose not to engage with more robust regulatory systems so that they are not subject to oversight.

Thanks,

CasinoReviews.com Complaints Team

So if they decide to create fraudulent systems to take users' money deposited in their online casino, there is nothing they can do?

Hi Wangjerry087,

We are not asserting that is the case here. However, and as has been clearly detailed a number of times now, where a gambling operator operates offshore and holds a weak license, there is little to no oversight and few viable avenues players can pursue if things go wrong. The operator is the final decision maker when it comes to how disputes are managed in these cases.

We encourage players to engage with robustly regulated and legally reachable operators specifically because we want them to have some recourse if things go wrong.

Thanks,

CasinoReviews.com Complaints Team

Date – 22/09/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 29/09/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 06/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 13/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Wangjerry087,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Found Against the Operator - Despite our repeated efforts to contact Stake to discuss this issue we have received no response whatsoever from the operator.

I hope this message finds you well.

I am writing this because  stake  live chat support team is refusing to answer my questions and take responsibility of a loss that occured due to stake's program. My username in stake is ▇▇▇▇▇▇▇▇▇▇▇, I was betting in dice and have experienced a serious problem where the betting strategy and conditions I set were not followed, my bet strategy included the conditions of "reset bet amout upon win" and "increase bet amout by 210% upon loss", after a big win, I had 175k dollars in the balance, I wanted to stop autobet but could not. Furthermore, the biggest issue was that it kept gambling without following the strategy and the conditions i have set, it did not reset the bet amout to the initial one (which was 0.5 dollars, and did not increase the bet amout by 210%, it just kept gambling huge amouts until i did not had enough balance to perform the bet, this problem with stake led to significant financial loss. Despite providing the relevant bet IDs and details, my issue remains unresolved, I have not received a satisfactory response, they only said that this occured due to connection issues and that there is no responsibility on their end, without providing any evidence whatsoever, which does not make any sense since there were no problems with my connections, and the bets should follow the conditions i set on the stake's program, but instead, it just kept gambling without following any pattern and without any input from me. I asked for more information, evidence and to speak with the "team" that did the investigation that they were talking about. However, they stopped answering me entirely.

Informations needed to check the Issue:

Date/Time of Incident: 2024-09-07T23:32:01.746Z
(for the past few days, 08-10 september 2024, I contacted the support team, provifing all the informations they required)

Bet IDs related:

data/idd
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id
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Conditions Set:
1. Starting bet amout, 0.5.
2. On every win, reset bet amout.
3. On every loss, increase bet amout by 210%.
4. On every win, Switch over under
5. On every loss, Switch over under
below 34 or over 66 (result needed for win)

Amount Lost because the bets did not follow the conditions: $140,000

The strategy was not executed as specified, and I have evidence showing that the conditions were ignored by the system. I have already provided this evidence, including screenshots and logs, but I have not received any proper resolution or even an acknowledgment of the issue from the live chat team of ▇▇▇▇▇▇▇▇▇, right now, they are refusing the reply to me while we were discussing the issue.
If needed, i can provide all the chat log and other informations about the bets that were being done.

Request for stake (which they are not answering to):

A detailed explanation of why the strategy was not followed.
A full audit of the affected bets.
A clear response on how you intend to address this issue, including any potential compensation.

I would appreciate your urgent attention to this matter.

Sincerely,
▇▇▇▇▇▇▇▇▇▇▇▇
User ID on Stake: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
Username on stake: ▇▇▇▇▇▇▇▇▇▇▇

Stake Casino - system's error gambled my money without permission, Unresolved Issue with AutoBet Function and Bet Strategy

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