Stake Casino - O jogador ainda não recebeu os seus prémios.

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Dear amitnain1199,

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

Hello Romi,

Just an update on my case. It has been over 48 hours since Stake's Finance team (JelenaL) escalated my withdrawal issue, but I have received no response or refund.

I have already shared the unlocked PDF statement with them, which clearly shows that my other 11,000 INR withdrawal on the same day was successful, but the 47,499.05 INR is still missing. They are now missing their own internal 48-hour deadline. Please look into this and help me get a resolution.

Hi Romi,

I am updating my case as it has been over 10 days since my withdrawal was marked 'Success' but never reached my bank. It has also been over 95 hours since Stake escalated my case, completely breaching their 48-hour SLA.

I have already uploaded official email proof from my bank confirming that the UTR provided by Stake is INVALID and does not exist in the banking system. Despite this definitive proof, Stake's finance team continues to ask for more time without providing any valid explanation.

As a Platinum 2 VIP, I have provided all the necessary evidence to prove the technical failure. I request you to please intervene and ask Stake to process a manual credit to my wallet immediately, as the 48-hour investigation period is long over and the bank has officially rejected the UTR.

Dear amitnain1199,

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.

Hello Karla,

Thank you for your follow-up.

I would like to clarify that for the past 14 days, Stake has repeatedly stated that my withdrawal is "under review," but they have not provided any concrete update, settlement confirmation, remitting bank details, or any valid proof of payment processing.

This is no longer a normal delay. In standard banking and UPI settlement timelines, reconciliation does not reasonably take over two weeks without at least providing transaction trace details.

My bank has officially confirmed that the UTR provided by Stake does not exist in their system. Therefore, the transaction cannot be considered settled.

Despite this, Stake continues to respond with the same generic "under review" statement without progress or technical clarification.

At this point, I respectfully request CasinoGuru to intervene and ask Stake to:

Provide official remitting bank details and settlement confirmation, OR

Process a manual re-credit to my account without further delay.

A 14-day unresolved "under review" status without verifiable payment proof is not acceptable for a completed withdrawal.

Thank you for your assistance.

Dear amitnain1199,

Thank you for the detailed explanation.

In order for us to properly review and escalate this case, I kindly ask you to send all relevant evidence and full communication regarding this matter directly to karla.m@casino.guru.

Please include:

• Complete email communication with Stake (especially from the finance/payment team).

• Any chat transcripts with Stake support.

• The official written confirmation from IndusInd Bank.

• Your full bank statement (showing the relevant period).

• The payment voucher provided by Stake.

• Any additional documents that may help clarify the transaction trace.

Please make sure to send the files from the same email address used for your Casino Guru account and include your complaint ID in the subject line.

Once I receive the full documentation, I will review everything carefully and proceed accordingly.

Thank you for your cooperation.

Karla

Hello Karla,

I have now sent all requested documents (bank statement, official bank confirmation, full email communication, and the payment voucher) to your email from my registered address with Complaint ID 196125 in the subject line.

Kindly confirm once received.

Dear amitnain1199,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Stake Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

Our payment provider conducted an investigation and confirmed that the withdrawal associated with transaction ID 325****831 has been successfully completed under the UTR 603******401.

We also confirm that our payment team has already shared the official proof of payment with the user, including the relevant transaction details and the payment receipt.

That said, the bank confirmation email provided by the user has been forwarded again to our payment provider for further review. The matter is currently under investigation, and we are awaiting their response.

Please note that since this process involves an external provider, we are unable to expedite it. However, we will keep you informed as soon as we receive any further updates.

In the meantime, if the complainant has not yet received the funds, we kindly recommend that they contact their bank again to verify the current status of the transfer, as the previously provided bank confirmation email dated 6th Feb.

Kind regards,

Thank you, Stake Casino, for your update.

Dear user,

Could you please confirm you have received the funds?

Thank you.

Respectfully,

Romi

Hello Romi,

As of 2 March 2026, I confirm that I have NOT received the funds under UTR 603033357401.

I have emailed my updated full bank statement (29 January 2026 – 2 March 2026) to you for review under Complaint ID 196125, as the platform allows only image uploads.

Kindly request Stake to provide the remitting bank details, including acquiring bank name and IMPS/UPI RRN, so that my bank can formally trace the transaction.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear amitnain1199,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi