Stake Casino - A elegibilidade ao bônus do jogador foi negada.

Signed up on Stake.com using promo code deposit min. 50 USD and get 200% bonus. So I deposited at least 50 USD, wagered it at least 1 like needed, lost it. Contacted live chat to check when do I get 200%. And they said: Please note that you need to have at least $50 on your balance before we could reach out to our team in charge regarding the activation of the deposit bonus in question.

Ofcourse after wagering my deposit my balance wasn't 50 USD anymore but they said: If you are still interested in the bonus in question, let us know once you deposit again and do not wager your funds, since our team could require of you to depost again.

Okay I deposited again at least 50 USD and told them I have funds on my account now. Their response was: I will reach out to our team in charge regarding your request. We will update you here as soon as there is any response.

So I waited and got a response little bit later:

Hello again,

We are writing to inform you that we have received a response from our team in charge regarding eligibility for the bonus that we discussed about previously.

Unfortunately, your account is not eligible to receive the bonus in question.

Please note that such decision was made after thorough investigation conducted by the relevant team and we are unable to overrule it by any means.

When I asked what is the reason my account isn't eligible? They didn't answer to my question. I did everything that was needed, even deposited 2nd time and still without telling me any reason they tell me I'm not eligible. I think it was kinda unfair move to tell me if I'm still interested in bonus then deposit again. And after my second deposit they tell me I'm not eligible. So I lost 2x 50 USD and got no bonus and didn't even get proper answer why isn't my account eligible

Dear Vasjokk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the bonus eligibility with your deposits at Stake.com.

To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions?

• Did you receive any confirmation emails regarding your deposits or bonus eligibility?
• Can you provide the exact dates of your deposits and your conversations with customer support?
• Have you received any communication from the casino about account restrictions or conditions that could affect your eligibility for bonuses?
• Is there any additional information you think might be relevant to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that we can address your concerns thoroughly and effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Nick

Did you receive any confirmation emails regarding your deposits or bonus eligibility?

After first deposit they said:

Your affiliate offers a 200% deposit bonus with a wager requirement 40x.

If you are interested in the said bonus, you need to deposit a minimum of $50 or a maximum of $500 Also, any amount in between would do as well.

KYC level 2 verification is also mandatory.

Once you have made a deposit needed, please contact us again so we can reach out to our team in charge regarding activation of your bonus.

Please note that once this bonus is activated, a rollover would be placed on your account. That means that you couldn't withdraw your funds or tip other users in the currency that you have deposited in until you meet the wager requirement or, alternatively, you spend all the funds. Funds in question are initial deposit + deposit bonus.

Can you provide the exact dates of your deposits and your conversations with customer support?

First deposit 1:15 PM 4/12/2025, then contacted to live chat to ask when should I get the 200% bonus and second deposit 6:14 PM 4/12/2025

Have you received any communication from the casino about account restrictions or conditions that could affect your eligibility for bonuses?

Live chat: I am sorry for the inconveniences but the decision was taken after thorough investigation conducted by our team in charge and we could not overrule it by any means... that's all they said and no explanation why isn't my account eligible.

Dear Vasjokk,

Where exactly did you find this bonus offer- can you please provide a link or a screenshot of it?

If the specific bonus was a first deposit bonus, I believe that making a second deposit would not be eligible for the promo code.

Additionally, if the bonus was a 3rd party offer from some affiliate site, you have to contact them directly.

Awaiting your response.

Regards,

Nick

Where exactly did you find this bonus offer- can you please provide a link or a screenshot of it?

**💎 Stake.com First Deposit Bonus!💎 **

Deposit minimum $50 and get 200% Bonus up to $500!

Sign up here:

https://stake.com/?offer=lassoarmy&tab=register&modal=auth

Use code: **Lassoarmy**

If the specific bonus was a first deposit bonus, I believe that making a second deposit would not be eligible for the promo code.

I didn't get the bonus after first deposit. I contacted stake and they said I need to have minimum 50 on balance to claim the bonus and I can deposit 50 again and they will take a look at it. So I deposited 2nd 50 and after that they said sorry your account not eligible and they won't tell me why isn't my account eligible.

Additionally, if the bonus was a 3rd party offer from some affiliate site, you have to contact them directly.

To get the bonus, need to contact stake support.

Dear Vasjokk,

Would it be possible to forward the communication between you and the casino in full rather than a copy past text to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Email sent.

Dear Vasjokk,

Thank you for providing the video.

I'm sorry to hear that you received incorrect information from the casino regarding the bonus, which led you to make another deposit. Unfortunately, as you’ve confirmed that the deposited balance has already been lost through gameplay, it is no longer eligible for a refund.

For future cases, we strongly encourage you to contact us before taking any action involving deposited funds, as we may be able to assist while the balance remains untouched.

Additionally, if the bonus in question was obtained through an affiliate or external website, please note that such issues must be addressed directly with the affiliate provider.

If there is anything else we can assist you with, please don’t hesitate to let us know.

Kind regards,

Nick

Dear Vasjokk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru