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

Technically, the following happened. Stake has sent me an email with a deposit offer, to deposit 300$ on their site, wager 1 time and I will receive 60$ for completing such a challenge. It is a bait and it is a scam. After couple of days not receiving my funds, I wrote to the live support to ask them to check what happened. Not only I was made waiting 40 minutes to get an operator join the conversation - which is nonsense already -, I was made to wait another 30 minutes to get an answer that I am not eligible for the offer, without justifing any reason or telling me why. I told the operator that this is ridiculous and ask the team why is that. I was promised that they will look into it once more, but then a couple of hours later I got the same copy-paste answer again. I mean, if Eddie needs to buy a new yacht or anything, just tell me they only accept losers on their site and that is it. :))

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 FlashQ,

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

Dear Karla,

I might have posted my issue with the wrong main topic, it is not that my withdrawal was delayed, it is about a bonus offer that was one-sided, because I have completed the terms and Stake casino said I am not going to get the bonus without justifying what their issue was. So if I posted it wrong, I am terrible sorry, but the issue is unheard of and I want people to know that Stake is capable of scamming people for as low as 60 bucks.

Dear FlashQ,

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,

Nothing happened at all.

Dear FlashQ, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

As I have mentioned earlier this is not an issue about withdrawal, but an issue regarding to a bonus.

https://www.trustpilot.com/users/69d7e01bc5d694d7e559d8d0

This is their only response regarding to the matter and I have one chat, but this is more "satisfying"...

Dear FlashQ,

Thank you for your clarification.

To better understand the situation and assess your case, I kindly ask you to provide the following:

• A link to the bonus offer you are referring to, if available,
• Alternatively, any evidence of the offer, such as a screenshot of the email, SMS, or any other message where the bonus was presented to you,
• Screenshots or transcripts of your communication with the casino regarding this issue (including live chat or email exchanges with casino support).

You can either upload the screenshots directly here or send them to my email at karla.m@casino.guru.

These details will help us review the terms of the offer and determine whether the casino acted in accordance with its rules.

Thank you very much in advance for your cooperation.

Karla

Dear FlashQ,

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,
Karla
Casino.Guru