Stake Casino - O pedido de bônus do jogador foi negado.

i made an account on april 21st .

i submitted all the verification documents first before doing anything else.

i then asked live chat about a welcome bonus code i got and if i can use that welcome bonus.

live chat agents told me to deposit money first then ill get the bonus shortly after.

i deposit 1000$ then i let them know so that i can get the bonus .

after 3 hours they finally get back to me and said im not "eligible for the bonus "

with no explanation whatsoever . this is extremely misleading before i was told that after i deposited id get the bonus , and once i did , i was denied.

this is exaclty what they told me :

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"-Deposit minimum $10

-Deposit maximum $1000

-Wager requirement of 40 x (Deposit + Bonus) in order to withdraw any winnings.

-KYC level 2 ( you were just verified on level 2 and 3 )

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And if you deposit the amount acceptable, you will receive 200% on top of your deposit.

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During this bonus you will also only be able to wager on certain games.

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If you are interested in this bonus, please contact us after depositing the required amount, but before spending any of the deposited amount, so that the team in charge can set the bonus."

i also downloaded the entire chat transcript of them saying to deposit first then id receive the bonus.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When initially inquiring about the bonus eligibility, were you logged in to your player's account?
• How have you learned about the bonus?
• Have you asked the casino for a refund of the full amount? Have you decided to continue playing with the amount instead?

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

Best regards,

Tomas

When initially inquiring about the bonus eligibility, were you logged in to your player's account?

yes i was logged into my players account

How have you learned about the bonus?

i saw an ad online about it

Have you asked the casino for a refund of the full amount? Have you decided to continue playing with the amount instead?

no the balance is still in my account , i havent played with it , i sent them an email but got no response

Thanks for your reply.

Please note we are unable to compel the casino to credit you bonuses, or penalize them if they won't credit you one. Since the casino informed your explicitely you were ineligible, please let me know whether you wish to pursue a refund or if you'll continue to play with the money already deposited.

Looking forward to your reply.

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

Dear medery,

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,

Tomas