Stake Casino - 技術的なエラーにより、プレイヤーの資金が没収されました。

I lost 3200 UDSC due to a technical problem with the system on stake.com through the provider evolution gaming. As soon as I entered the super speed baccarat lobby the system automatically placed a bet with 3200 USDC spread across all the betting options without my permission and without me clicking or pressing on any buttons. I have tried to contact both the support team of stake.com and the live support on evolution gaming, but both parties denies that there has been any irregulatory issues, even though I know that I a 100% did not place any bet at that time.

I currently know that there is also a thread on the stake community forum regarding this issue where another player by the name "takecare3434" experienced a similar issue with a bet at stake.com through the same provider, which currently still hasn't been solved.

Link to the stake community thread regarding the issue: https://stakecommunity.com/topic/104816-evolution-scam-my-2k-without-clicking-anything-while-join/

Proof of the bet that was affected by this issue:

I hope you will take this serious matter into consideration since it is crucial for the stake community.

-Jimmy

Hello fakosanastasios2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I have sent the requested information via mail within a file in excel format.

Thanks in advance

-- Jimmy

Hello fakosanastasios2,

Would it be possible to forward the game history (preferably the full) just as the casino requested it from you?

Send it please to nikolas.b@casino.guru as well.

Awaiting your response.

Regards,

Nick

Now I have sent the full game history which includes the bet of 3200 USDC which I did not place, but where the bet was placed automatically by the system.

Nu har jeg sendt den fulde spilhistorik som inkluderer væddemålet på 3200 USDC som jeg ikke placerede, men hvor væddem¨ålet blev placeret automatisk af systemet.

Dear fakosanastasios2,

Thank you for reaching out. Upon reviewing your account history, the bet in question does appear to be unusual. However, we regret to inform you that it is not possible for us to determine whether the bet was placed automatically by the system or manually by you.

We strongly recommend contacting both the licensing authority of the casino (Curaçao (GCB) and the game provider for further assistance. They possess greater insight into the system and will be better equipped to investigate whether an error occurred.

Please let us know if there is anything else we can assist you with.

Kind regards,

Nick

Dear CaitlynPilt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.