Stake Casino - 無料ゲームで獲得した賞金はプレイヤーに付与されません。

I got two times Free games on the game "Dragonspire X". Both times the Total win wasn't added to my balance (1st win was 20-30€ i don't remember the exact amount and second one was 40-50€). Support asks me to send the bet ID of the spins where I got the free games, the thing is on "My Bets" tab the line of my free game round doesn't show up only base game as I understand. I sent all my bet ID's but they refuse to check them.

Chat with support is added in Attachments.

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 Laimoniss,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re facing with the "Dragonspire X" game.

To better understand the situation and assist you effectively, could you please provide us with the following details?

• Do I understand correctly that this issue occurred only once, in one specific game?
• Can you confirm the dates and times when you played the "Dragonspire X" game and triggered the free spins?
• Do you have any screenshots or game history that you could share?

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

Best regards,

Petra

Yes it was in one specific game (Dragonspire X)

I have the dates of the bets but there are around 75 bets I made on that game I can't know which spins got me into free games because the "My Bets" tab doesn't even show that I won anything in the first place. I only noticed after the second free game that my balance hasn't gone up but only decreased. I added screenshots of all my bets in that game.

https://postimg.cc/MnqZG31F

Dear Laimoniss,

Thank you for your reply and for providing the previous details.

• According to the email you sent, could you please confirm whether you actively used a VPN while playing games at the casino?
• Did you accumulate your winnings with or without an active bonus?
• Is there any additional information or documentation that you believe is relevant to your claim? You can send all supporting documents to petra.h@casino.guru or alternatively post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

No, i didn't use VPN while playing.

I didn't have any bonuses active.

I have no other information.

Dear Laimoniss

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 Martina (martina.b@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,

Petra

Dear Laimoniss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player´s wins from free spins have not been credited?

Thank you in advance for providing the information.

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

Dear Laimoniss,

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,

Martina