Stake Casino - プレイヤーの入金が見つかりません。

I am reporting 2 missing deposits on Stake.com dated 30 January 2026 totaling ₹4,000 INR.

Transaction 1:

Amount: ₹2,000

Time: 10:14 PM

UTR: 498831397911

Escalation ID: hvb7DsupwFnnPmQ0

Stake Status: Cancelled

Transaction 2:

Amount: ₹2,000

Time: 10:21 PM

UTR: 427316821705

Escalation ID: FJigbaYmlaL2dlm9

Stake Status: Cancelled

Both amounts were successfully debited from my IndusInd Bank account.

The bank marked the case as "Resolved" under reference 82728207, which indicates the transaction was processed on their end. However:

• The funds were NOT credited to my Stake wallet

• The funds were NOT reversed back to my bank account

This indicates a gateway/acquiring bank reconciliation issue.

I request Stake to provide:

• Acquiring/Remitting bank name

• UPI RRN / IMPS reference

• Confirmation whether a reversal was initiated

If no reversal was initiated, I request manual wallet credit of ₹4,000 without further delay.

I am ready to provide my full bank statement and transaction screenshots for verification.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear amitnain1199,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

I have just sent the complete email conversation with the Stake Finance Team to the operator (Veronika) via email, as I was unable to upload the PDF directly here.

The emails prove that Stake is closing my tickets without providing any evidence of reversal, even though I have provided my full bank statement. My bank confirms the transactions (UTRs: 498831397911 and 427316821705) were successful. I am still waiting for a manual credit of ₹4,000 to my account.

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, Jana (jana.k@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,

Veronika

Dear amitnain1199,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Stake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

We would like to clarify that the transactions in question are both deposits, not withdrawals.

For both transactions (escalation tickets: hvb7**********mQ0 and FJig********dlm9), our payment provider has conducted an initial investigation and informed us that the funds have not been received. In this case, we recommend that the user contact their bank directly, as they will be able to trace the transactions and provide further details on their status. If necessary, the user may also initiate a refund request through their bank.

That said, we have forwarded the user's updated bank statement to our payment provider for further review and are currently awaiting their response. As this process involves an external provider, we are unable to expedite it. However, we will keep you informed as soon as we receive any updates.

Thank you for your understanding.

Kind regards,

Dear amitnain1199 and Jana,

Both transactions are still under investigation with our payment provider, and we have not yet received any updates. We understand this situation may be frustrating, and we sincerely appreciate your patience and understanding.

As the investigation is being conducted by a third-party provider, we do not have direct control over their processes. However, we are actively following up with them and will keep you informed as soon as we receive any updates.

Kind regards,

Dear amitnain1199 and Jana,

We are writing to provide a follow-up regarding this matter.

At this stage, there are still no updates from our payment provider. We truly appreciate your continued patience while this process is ongoing.

Please rest assured that we are continuing to follow up closely and will notify you immediately as soon as any new information becomes available.

Kind regards,

Thank you for the update. It has been quite some time since the deposits were made. Since I have already provided the bank statement showing the debited amount, I request the Casino Guru team to keep this complaint open until the payment provider confirms the status. I am waiting for a positive resolution soon.

Dear amitnain1199 and Jana,

Thank you for your patience while we investigated the cases.

An additional investigation has been conducted by both our payments team and the payment provider. It was conclusively determined that the funds from your transactions never reached us.

Regrettably, since we do not have any record of these transactions reaching our payment provider and the funds are not in our possession, we are unable to take any further action on this matter from our side.

As previously advised, the appropriate course of action is for you to contact your bank and request a refund. In case your bank is unable to assist, please refer your bank to the RBI's guidelines so the matter can be escalated to the appropriate department. Should the bank decline your request, you have the option to raise a formal complaint with them.

We fully understand and acknowledge the frustration this situation may cause. However, since the funds never arrived in our payment provider's accounts, the entire refund process must be handled by your bank.

Thank you for your understanding.

Kind regards,

Dear amitnain1199,

After careful consideration of the message provided from the casino, I regret to inform you that I must reject this complaint. Please do not hesitate to contact us in the future if you encounter any issues. We are here to assist you.