Stake Casino - Spelarens insättning har inte krediterats.

Hi, on 25th December I deposited INR 5,000 on Stake, but the money was not credited to my Stake account. I waited and submitted the proof the next day, on 26th December. After that, I waited nearly 12 days, up to 8th January. On that day, Stake informed me that they had not received the money.

I then contacted my bank and raised a case on 1st January. The bank confirmed that the transaction was successful and sent me a confirmation email. However, Stake is asking me to visit the bank and request a refund. The bank has clearly stated that once a transaction is successful, they cannot refund the money, and the receiver has already used the amount. They also provided the bank statement as proof.(Third party payment bank statement)

Stake is claiming that the transaction was made through a third-party payment. The bank informed me that since this is a third-party payment, they cannot take any further action. I do not understand how this is possible, as Stake itself provided the UPI account to which the money was transferred. Now we are the ones suffering because of this issue.

Please raise this issue, as many people are facing the same problem. Your intervention would be greatly appreciated.

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Dear Bharath24,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that the amount in question is INR 5,000? You have also mentioned in your previous message that 999.50 is the transaction amount. Could you please clarify?
• Could you please also forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila G.

Hi @attila ,

The correct amount is 4,999.50 and 9999 two deposits are debited from my account but still i didn't receive any money back to my account

I will share you all the screenshots and bank response to this issue and stake response

Hi attilia i had send you 3 mails attaching all the evidence I had please check it 🙏 thanks for your help

Dear Bharath24,

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, Stefan (stefan.m@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,

Attila G.

Dear Bharath24,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Stake Casino to join this conversation and assist in addressing the complaint.

Dear Stake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Bharath24,

Could you please provide us with the Stake transaction IDs related to this matter? This information will help us locate the specific transactions and provide you with accurate support.

Once we receive these details, we will be able to further address your inquiry.

We appreciate your understanding and look forward to your response.

Kind regards,

Dear Bharath24,

Thank you for confirming this information.

Our Payments team, together with our payment provider, has completed the investigation into both transactions (IDs ******2403 and ****5722). Both cases are now closed, as it was confirmed that the funds were never received by our platform.

If you have not yet received a refund, we kindly recommend that you contact your bank directly to request a reversal of the transactions. Should your bank be unable to assist, you may ask them to escalate the matter in accordance with the Reserve Bank of India (RBI) guidelines.

As the funds did not reach our account, the investigations related to both transactions have been concluded and we are unfortunately unable to take any further action on this matter.

We appreciate your understanding.

Kind regards,

Hi casino guru I went to the bank of the transaction which i done they gave me the statement of beneficiary account in that i clearly see my transaction and bank also confirmed me in the mail that the transaction was successful in the mail so what can I do more than this. i already shared the documents it's their problem to contact with their payment provider and ask the proofs of their bank statement so what can we do in this situation they asking us to raise the refund I had raised the request it was completely depends upon the beneficiary if he rejected that money will won't come back.

Dear Stake Casino,

Thank you for your response and continued cooperation.

The player has contacted their bank, which confirmed that the payment was successfully credited to the casino’s account. Could you please double-check this information on your side?

I look forward to your response.

Hi casino guru , ANOTHER TRANSACTION WAS cancelled even I did the payment by stake with same reason already 14 days no response for that transaction and FYI i recieved the first 5000 INR transaction which I did on 25th dec in stake account thanks for your help. The new failed transaction I did on Jan 24th and another transaction there is no response 9,999 please add that money too.

Dear Bharath24, 

Thank you for the documents and information provided.

Following a further review conducted by our Payments Team, we can confirm the outcome of the two transactions mentioned:

Transaction 3*****5722

This transaction was successfully received and the amount has already been credited to your Stake account. You may verify this in your deposit transaction history at the link below:

https://stake.com/transactions/deposits  

Transaction 3*****2403

Unfortunately, the funds related to this transaction were never received by us. Therefore, we are unable to take any action from our side to process a refund.

If you have not yet received the funds back, we kindly recommend contacting your bank directly to request a reversal of the transaction. Should your bank be unable to assist, you may ask them to escalate the matter in accordance with the Reserve Bank of India (RBI) guidelines.

We appreciate your understanding.

Kind regards

Hi @stake i had raised the refund request and the beneficiary bank rejected my refund request for the Transaction 3*****2403 i already raised the refund request it is decision of the beneficiary bank holder and he rejected my refund request please check carefully.i will go to bank today and provide you the acknowledgements today for this transaction.

for the transaction number 3242298442, which I did on 24 th Jan please try to find this transaction in your bank again. As again beneficiary bank rejected my refund request please find below screenshot .

Dear Bharath24,

Thank you for your response.

Could you please provide the casino with the RRN number for the relevant transaction? This should help them trace the payment more efficiently.

We look forward to your response.

Hi please check latest screenshot from the bank

Hi @casinoguru iam waiting for your reply .Please help me this is what they are saying from the paytm also

Dear Stake Casino,

Could you please trace the transaction according to the provided information by the player and refund the payment or credit it to the player's casino account?

We look forward to your response.

Dear Bharath24,

For the transaction ID 3*****2403, the emails from your bank have been forwarded to our payment provider for further review. The matter is currently under investigation, and we are awaiting their response. Please note that since this process involves an external provider, we are unable to expedite it. However, we will keep you informed as soon as we receive any further updates.

For the transaction IDs 3*****8442 and 3*****5834, as communicated through the relevant escalation tickets, the payment provider has investigated and concluded that the funds have not been received. As we do not have any record of this transaction reaching our payment provider, we are unable to intervene or provide further assistance from our side.

In order to resolve this, we advise that you contact your bank directly. Your bank will be able to trace the transaction and provide information on its status or initiate a refund request, if appropriate.

In case your bank is unable to assist, please refer the bank to the RBI's guidelines so the matter can be escalated to the appropriate department.

We appreciate your understanding.

Kind regards,

These are the screenshots of the deposit slips in stake .

Dear Bharath24,

I would like to kindly ask you to not to deposit in the casino until the issue has been resolved. I would suggest using another payment method, as the issue lies within the currently used payment method. Could you please provide us with the bank statement from the day you made the first deposit till today, so we can check whether the payments have bounced back? You can send it to my email address stefan.m@casino.guru.

We look forward to your response.

Hi @stefan i didn't even recieve one deposit back to my account first deposit recieved to my stake account and second deposit stake is verifying with payment provider and other 3 deposits still there is no response from the stake yet. They are simply cancelling te deposits I used 3 different banks for deposits first deposit is from dec 25th it was already credited to my stake account second deposit is from jan 5th .from then i will send all the bank statements and I will attach payment slips so you can find merchant name and date in them by that you can easily navigate the transaction and I will provide the bank name which I used for the deposit.

Thank you

Hello Bharath24,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi team, how are you all ? Iam waiting for your response

Thank you

Dear Stake Casino,

Could you please review the provided documentation and double-check the transactions with your payment provider? According to the information available, the funds have not been returned to the player’s bank account.

We would appreciate it if you could investigate this matter and provide us with an update at your earliest convenience.

I look forward to your response.

Dear Stefan,

Following a thorough investigation conducted by our payment provider, it was conclusively determined that the funds from all the mentioned transactions (ID 3*****2403, 3*****8442, 3*****5834, and 3*****6391) never reached us.

Regrettably, since the funds are not in our possession, we are unable to take any further action on this matter from our side.

As previously mentioned, the appropriate course of action is for the complainant to contact their bank and request a refund. If the bank is unable to assist, they must refer their bank to the RBI's guidelines so the matter can be escalated to the appropriate department. The user also has the option to raise a formal complaint with them.

Since the funds never arrived in our payment provider's accounts, the entire refund process must be handled by the user's bank.

Thank you for your understanding.

Kind regards,

Dear stake I already raised the formal complaints by directly going to the bank and everything once check these screenshots FYI

Stake transaction id - 3*****2403

• RRN 394970928283
• Amount - 9999

Hi Stefan,

Sorry to say this meanwhile i deposited again lost another 26k with in a span of 2 days not credited in 3 deposits

Even banks confirmed money was successfully credited they are not depositing. Already I got the response from the bank for the 2 transactions but they are saying money was not came bank is rejecting my chargeback request.

Stake is saying to raise the refund request but when we raise the refund request beneficiary bank is rejecting my refund request this became routine for stake.

Total 51k inr loss

Stake transaction IDs - 3362764968,

3362593800,3365638536

This is the third transaction screenshot still the complaint is pending with te bank.

The best thing is here i had done the same person again then it was credited but this was rejected.

Hello Bharath24,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Stake Casino,

Could you please provide us with a screenshot from your internal system showing the player’s deposits to the casino? You may send this information directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear Bharath24,

Could you please confirm whether you had any successful deposits to Stake Casino prior to filing this complaint? Additionally, could you clarify why deposits were made from multiple bank accounts?

Thank you very much in advance for your response.

Hi Stefan,

There are so many successful deposits and but there are few deposits failed money not returned back .

Yes i used different bank accounts due to failed deposits and it is a upi payments so they will work like that we an use any bank account.

Dear Stefan,

We have sent an email to you regarding your request.

Kind regards,

Dear Bharath24,

Could you please update us on the situation whether the payments bounced back or if you managed to chargeback any of these transactions?

I look forward to your response.

Hi Stefan,

Not at all Stefan nothing cameback not even a single rupees . I have raised charge back for all the transactions but nothing came back every bank rejecting chargeback requests because they are telling money was successfully credited and the merchant is rejecting the chargeback request. That's it.

Dear Bharath24,

Thank you for your response. I hope you are doing well.

We have discussed the matter with the casino outside of the complaint thread, and based on the information available, we would recommend that you request a refund through your financial institution.

Please let me know if this is possible on your end.

I look forward to your response.

Hi Stefan I already shared you the response of the banks they can't do anything in this situation I had shared my experience also once check my past response. They are rejecting the chargeback requests completely because beneficiary doesn't want to transfer the money then our complaint is rejecting what can I do in this situation.

You remember the first transaction I have shown te statement so ilthey deposited that money if I got all the statements I can prove it to you

Dear Bharath24,

I have contacted the casino for the additional clarification of the situation.

Dear Stake Casino,

I have replied to your email and will be awaiting your response.

Dear Stefan,

We have responded to your email regarding your request.

Kind regards,

Dear Bharath24,

We have discussed the matter with the casino representative, and they have recommended pursuing a refund process instead of a chargeback.

To clarify, when referring to a "refund" in this context, we are not referring to a traditional chargeback procedure initiated against a successfully completed merchant transaction.

According to the payment provider, the funds from the mentioned transactions were never received on their side. As a result, there is no completed transaction linked to the casino against which a standard chargeback could be processed.

What the casino is referring to instead is a bank-side investigation or reversal procedure. In such cases, your bank may trace the transaction and determine whether the funds are still pending, held, or eligible to be reversed back to your account in accordance with the applicable banking procedures and RBI regulations.

Since the transactions were reportedly never received by the casino’s payment provider, any potential recovery or refund process would need to be handled through the banking institutions involved in the transfer.

I look forward to your response.

Hi every refund process is rejected there is no word of refund once it is successful money is credited I will send you all my complaints to your mail which I raised . iam providing my statement let's ask them to provide their bank statement from there merchant .I confirmed that the transaction is successful and money is credited to the merchant in every transaction which I mentioned here it was confirm by the bank also . I will send you all the complaints from the transaction 1 like 8 mails check them please. stefan.m@casino.guru to this

Dear Bharath24,

Thank you for your response and the evidence provided.

Could you please clarify whether you specifically requested a refund or reversal investigation from your bank, rather than a standard chargeback procedure? The documentation provided so far appears to relate primarily to chargeback requests.

As previously explained, according to the casino and payment provider, the matter would need to be handled through a bank-side refund or transaction tracing process, since the transactions were allegedly not received by the merchant.

We would therefore appreciate it if you could confirm whether such a refund/reversal request was submitted to your bank and provide any related communication or evidence if available.

I look forward to your response.

Hi Stefan, according to the banks, there is no specific refund option for UPI payments. However, I have already raised chargeback requests. The wording can be anything, but the banks clearly confirmed that the money was successfully received by the beneficiary bank.

For refund or chargeback requests, the banks only provide limited options such as "wrong transfer request" or "chargeback request." They also clearly stated that if the beneficiary bank has received the funds, it means the beneficiary has received the money.

Hello Bharath24,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru