Stake Casino - Spelaren upplever problem och otillfredsställande service.

Unsure of amount to dispute as it is over a long period. I'd like to log a formal complaint against stake. I have had a terrible experience with stake. I've had funds randomly disappear, 30 + dead spins multiple times regardless of provider and game. Support is useless - they only ever give the same generic responses and don't ever really help a person or investigate, etc. They do not care about their players. I have had massive losing streaks with stake, which should really be almost impossible. I understand the nature of gambling but this site truly feels like an absolute scam. How do I log a formal complaint for investigation?

Dear HoganJ,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing as I have explained to you a while ago in your previously submitted complaint (here). Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Nick,

Thanks for your response. I completely understand where you're coming from and that you would need further information and / or evidence. What I have described has happened a lot - including funds randomly disappearing - example: If I bet $0.20, sometimes $0.40 will be deducted. This has happened quite a few times as well.

I understand the RTP and how it is gambling (luck, etc.). It doesn't seem to be the case when you play multiple games, different providers, with the very same outcome - a lot of dead spins and very few "wins". When you do win, then it's followed by 20+ dead spins essentially taking back what you've just won. This happens frequently and again, across different games and providers - seems very unlikely that this should happen.

If no further investigation into stake as a whole is possible, then this matter is closed. I would like to know what steps I can take as a player though to report or assist with an investigation? They are licensed but it seems like they aren't really regulated.

Dear HoganJ,

Any investigation can be started only with relevant evidence such as betting history where it is clearly visible that different amounts were deducted as you did bet - therefor there has to be mistakes in the amounts.

You can try to contact info@gaminglicences.com as there should be the casino's licensing authorities but I can assure you they will require the same kind of evidence.

Is there anything else we could assist you with? If no, we will be forced to reject the complaint without any further proof.

Regards,

Nick

Dear HoganJ,

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.

Hi Nick,

I understand and thank you for your time.

I appreciate the effort and the assistance in this regard.

There isn't anything else form my side. Please close this inquiry / complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.