Stake Casino - プレイヤーは誤解を招くプロモーションによって騙されたと感じます。

I feel completely scammed by Stake.com and wanted to share what happened so others don’t fall for the same thing.

They had a promotion offering 1.2x wagered, meaning for every $100k wagered, your level-up progress would count as $120k. I needed to wager another $100k to level up, so with the bonus, I thought I only needed to do around $85k.

I deposited and started wagering using dice – the safest method, where you lose around $1 for every $100 wagered. But after a while, I noticed my level progress wasn’t increasing as expected. Turns out, the 1.2x promo wasn’t even working, even though it was advertised that it was active.

I reached out to support and got this response:

"Unfortunately, we are currently experiencing some technical issues regarding this promotion.

We are truly sorry for any inconvenience this might cause you, but rest assured that everything should be back to normal soon.

Our team is working on it as we speak and everything should be up and running very soon."

That’s it. No compensation. No warning that the promo was down. I had to wager an extra $20k, which cost me another $200, all because I was operating under false information.

This isn’t a small mistake. I deposited and wagered money based on a broken promise. Stake either intentionally misled users or had zero safeguards in place for a malfunctioning promo. Either way, the result is the same: I lost money unfairly.

Be careful out there. Promotions that suddenly don’t work can cost real people real money.

Support got back to me again saying:

"We are hoping that this issue will be resolved soon and that your wagered amount will be corrected."

But honestly, that doesn’t solve anything. The damage is already done. I deposited, wagered, and lost money based on false expectations. Fixing the tracker after the fact doesn’t give me back the $200 I lost unnecessarily. I don't want this extra wagered AFTER I wagered everything for my rank up. If anything an announcement or something should have been made when this promotion didn't work (it's still up and no announcement btw).

This isn’t just a "technical issue" — it’s a lack of accountability.

Support now says:

"Unfortunately, we don't have an option to provide you with a refund. As mentioned, the issue has already been reported. Please be patient and wait for an update because the issue should be resolved soon."

So basically... I’m just supposed to wait, get no compensation, and accept the fact that I lost extra money because of their broken promotion?

It’s funny how these big companies never have to take real accountability. If they screw up? "Wait for an update." No refund. No apology. No fix that actually helps.

Fixing the issue "soon" doesn’t undo the fact that I wagered more than necessary and lost more than I should have. Saying "wait for an update" doesn’t help when the damage is already done.

This is incredibly disappointing. Stake, do better. This isn't right.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. To better understand the situation and assist you as effectively as possible, could you please provide some additional details by answering the following questions?

• Could you share a link or a screenshot of the promotion you participated in?
• What were the conditions for activating the promotion?
• Were you certain that the promotion was active when you noticed the progress bar wasn't updating as expected?
• Can you share the original terms and conditions of the promotion?
• What is your current balance in the casino account?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

https://stake.com/promotions/promotion/vip-boost

"How to enter": You're already entered! Play with cryptocurrency during the specific time period and earn 1.2x VIP progression.

Yes, I was under the clear impression that it was active. There was no warning, notice, or communication anywhere indicating the promotion was down or suspended. Only after I realized my progress wasn't increasing as expected did I contact support and was told there were technical issues. It also said it was active and they even sent out an email saying it was active.

TOS:

• Promotion will apply between 00:01 am UTC on Thursday 24th July until 10:00am UTC on Sunday 27th July.
• Boost is across the entire platform. All regular VIP contribution will be multiplied by 1.2x.
• You must have an account not in violation of our Terms of Service.
• Stake reserves the right to hold void, suspend, cancel, or amend this promotion where it becomes necessary to do so.

Current balance is 0, I refuse to deposit until this is sorted. My initial deposit for the wagering was $1k.

Thank you for the additional information and for sharing the details of the promotion you participated in.

I understand how frustrating it must have been to realize that the promotion wasn’t working as expected, especially after wagering a significant amount of money. However, after reviewing the case, we regret to inform you that we are unable to assist you further for the following reasons:

• The balance in your casino account is currently zero, which indicates that the funds have already been lost through gameplay. We are not able to influence refund decisions in cases where the gameplay has already taken place and the balance has been depleted.
• It is important to report any issues with ongoing promotions as soon as they arise. If you had contacted the casino immediately after noticing that your VIP progress wasn’t increasing as expected, it might have been possible to resolve the issue or clarify the situation at that time.
• The promotion in question is part of the casino's VIP loyalty program. Please note that such programs fall outside the scope of our complaint resolution service. We cannot compel any casino to upgrade a player’s VIP status or provide loyalty rewards. While we understand how important promotions can be, casinos are not legally obligated to offer benefits and may exclude players from such offers at their discretion, without prior notification.

We are truly sorry that we’re unable to assist further in this particular case. If you experience problems with other casinos in the future, please don’t hesitate to reach out to us again.

Thank you for your understanding.

Best regards

Veronika