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Hi Brandong - welcome to ThePOGG.com!

Firstly - you have omitted your full name in your submission. You are entering a legally binding agreement with us when you ask us to assist you with a complaint. We cannot act on your behalf without your full name.

Secondly, having reviewed the Stake sport betting rules, I cannot see anywhere anything that suggests that the Cashout odds you receive will change from the point of time that you selected to Cashout, if the odds move during the cooling off period. Where do you see this term?

Thanks,

ThePOGG

Hello, I just saw this.

I have no issue giving you my full name as long as it’s not made public?

In regards to your second question, here you go:

- Since time delay is applied on every Cashout, Cashout attempt may not be successful if a market or event is suspended or odds changed at the point in which the time delay is applied after Cashout is attempted.

https://help.stake.com/en/articles/4872560-why-is-cashout-not-available-for-my-bet

So this has actually happened in the past months. I would cashout a live bet let’s say the odds were at 5.00 when I click cashout, during the 8 second cool down period, the odds change to 4.00 the system should AUTOMATICALLY REJECT the cashout as the odds have changed, therefore making the value of my cashout no longer valid.

When this was happening in the past, darko from sports kept telling me “yeah, should have been rejected, let me refund you the difference” and “I’ll have to let sportsradar know about this because it keeps happening”

Oddly enough, the updated everything on sports with the cashout feature and fixed glitches for the most part. However, the odds on this match changed multiple times during my cool down period.

I suspect that odds provider accepts the cashout no matter what as long as it benefits them. it was a $16,000 bet for a cashout amount of $4000 at the time. Lastly, the odds changed in my favour, which means I should have had a higher cashout value.

Please keep in mind that stake support hates me and they are always discriminatory against me. I have asked for the bet logs which they refused to give. Instead, they have now removed my cashout abilities.

I am requesting the bet logs and a full refund for this bet. I lost over 100k in the last seven days and I am down over 2 million on their platforms in the 3 years my account has been opened.

I have no issue with my cashout option  being disabled but in my opinion, this bet should be refunded.

I’m sure I have many photos of emails from when this would happen in the past and sports would refund the stake amount always.

They simply don’t like me and will do anything to screw me over!

Would you like me to open up a new complaint and add my name?

Hi Brandong,

This complaint file is private and any personal information would be redacted before publication.

That term wouldn't mean that the operator has to give you the best odds available during the pending period. As your example demonstrates, when the odds moved against you (from 5 to 4) rather than paying you out at the lower odds which would be better for the operator, they rejected the cashout request.

This situation is the same but reversed, the odds moved in your favour but they paid out at the starting odds. If we're to apply this term as written, and indeed as would be consistent with the example you gave, you wouldn't be paid out at the improved odds, your cashout request would have been rejected and the original wager would have stood. This wouldn't be a nulling of your wager, it would simply be enforcement of the original wager. Given that the odds were moving in your favour, the chances of your selected outcome occurring were dropping.  Is it fair to suggest that upholding the original wager would not be to your benefit?

Thanks,

ThePOGG

I think you are a little confused, but yes, if the cashout request was rejected, it would have been in my favour as the odds changed in my favour aswell.

This is quite simply, actually. My sportsbet cashout request should have been rejected and instead it wasn’t.

When you are doing a cashout, if the odds change at all, the request is rejected.

I have many emails of convos with stake support when this has happened in the past.

Stake sports team simply won’t refund me because they hate me. I don’t even have access to contact their support as they blocked me months ago. I sent the issue to my host who is useless.

At the end of the day, I am a customer and should be treated fairly according to their terms and conditions and I will fight until the end because if they look at the bet logs, they know they have to refund me that bet.

Few minutes ago, I opened an alt to speak to support and this is just proof they hate me so that’s why I need a mediator such as thepogg involved. Here’s proof below

[EDIT]

The whole “your host is available” is just a lie and a joke, my host is useless and knows nothing about sports.

Hi Brandong,

I'm not confused. The fact that the cashout odds changed in your favour makes no difference. If the cashout had been rejected then this bet at this stage would be decided on the original terms of the bet - i.e. the end-time outcome.

While we're sympathetic to your frustrations with your interactions with the operator's support, enforcing this term as it is written would not result in you being paid at the improved cashout odds. It would result in you being paid based on the terms of the original wager. If the original wager would not have been a beneficial outcome to you, we would not pursue a claim that would result in you having to return funds.

Thanks,

ThePOGG

Regardless if the odds changed in my favour or against me, it is absolutely irrelevant. The bottom line here is that I requested a cashout at certain odds and the odds changed, that right there is enough for them to credit back the wagered amount.

When this has happened in the past; stake would instantly refund the full WAGERED amount and that’s what I’m looking for here.

I’m not sure you’re being helpful, instead you’re making the situation more confusing than it needs to be.

If you cannot help me, that’s fine, just tell me and I’ll use another company to mediate.

I have heard many good things about THEPOGG and that’s why I reached out.

I am 99% certain that with your help, stakes sports team would review the bet and refund the bet once they see the issue was on their end.

Hi Brandong,

That's not the way a cashout feature works.

You have a bet of X of match Y and odds Z. Match Y has not concluded yet, but the operator offers you the option to cashout as odds (Z-W). You choose to cashout. The cashout gets rejected. That does not result in you getting a refund of X. It results in the bet of X on match Y at odds Z standing.

So I'm asking you whether that would be a favorable position for you? If no cashout had occurred, would your bet have won anyway? If not, what you're asking us to do is argue that the cashout you received should be replaced with a losing bet.

I'm sorry you're unhappy with that position, but there is nothing in the terms that states that the operator has to provide you the most favourable of the cashout odds during the pending period and where bo cashout occurs you are simply subject to the terms on the initial bet.

ThePOGG

Mate, my bet was a single not a multi.

In addition, like I said, this has happened many times and stakes policy is to refund the original wager amount when odds changed during a cashout request and the cashout is wrongfully accepted.

No, the bet lost but that is irrelevant in this case as the cashout should have been rejected.

I know MANY players this has happened to (including myself) and stake support refunds the bet- they don’t for me anymore because they hate me.

Yea, it’s a favourable position for me for sure because the odds changed.

I guarantee you that if you get involved, they will refund the bet once they show you the bet logs.

Stake terms of service for cashout- its literally stayed on their website.

Since time delay is applied on every Cashout, Cashout attempt may not be successful if a market or event is suspended or odds changed at the point in which the time delay is applied after Cashout is attempted.

I am not sure why you are not offering to help me and just automatically shutting my complaint down. As I have mentioned for the fourth time now, this has happened before.

Hi Brandong,

To put a stop to this discussion - forget all about cashout features completely. Would this bet have won without any cashout feature? You bet on team X in match X vs Y. Did team X win?

At the present time we're not offering to intervene as you seem to be arguing that you should be allowed the cashout at the higher odds, given the change after you submitted that cashout. We will NOT support that claim. It relies on multiple assumptions that we cannot assert as fact:

i) that you would have resubmitted the cashout after the initial cashout was rejected.

ii) that Stake would have continued to offer the cashout option after the change in odds.

iii) that Stake would have accepted a subsequent cashout request.

So please provide a yes/no answer - would your bet have won without any cashout option?

If the answer to this is no, there's nothing we can do to assist you.

ThePOGG

Hi Brandong,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Brandong,

If we haven't heard from you by Friday the 15th of September we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Found for the Operator - The player is asking to void the cashout as the odds changed, but if that happened their original bet would have lost.

sport:98611307
 
 I placed this sports bet for about $16,656 CAD in BTC.
 
 Towards the end of the match,I decided to cashout my bet- odds at the time for my team were 5.00.
 
 During my cashout cool down (takes about 8 seconds) the odds changed 3 times in my favour. As such,the cashout should have been rejected but instead it was accepted as it benefits stake and the odds provider.
 
 According to stakes terms and conditions,they owe me a refund of about $12,400 CAD.
 
 You can review their policy here
 
 https://help.stake.com/en/articles/4872560-why-is-cashout-not-available-for-my-bet
 
 I am banned from email support and my host is useless so my only option is to file a complaint.

Stake - Sports bet issue

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