Stake Casino - 플레이어의 잔액 표시에 기술적인 문제가 발생했습니다.

I opened hell hounds and it said my rounds were interrupted from a previous time. It spun and my balance was 343,334$. I spun again and it was wiped out of my account. Support is not helping.

Hello Thegoodone69,

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 [email protected]? 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.

Regards,

Nick

These are from today I have messages back and forth from the other but it's very long and I can't download them

Hello Thegoodone69,

Please forward your betting history as requested previously as such screenshot does not serve as relevant evidence in such cases.

Awaiting you response.

Regards,

Nick

It's in a weird format

How do I attach a file!?

Hello Thegoodone69,

Thank you for the betting history provided - next time please use the e-mail address from my first post.

Can you please advise if you have used any bonus while or before the issue occurred?

It seems like you had an unfinished bet in the game previously and you exited from it and later returned causing the problem.

Awaiting your response.

Regards,

Nick

When I returned to the game it entered me into a bonus from previous play. Then it went through and my and it gave me a balance of 343k. I was ecstatic. Then when I spun again it wiped my balance. I contacted stake and they were being very short with me saying was playing free play. I wasn't. They kept passing me along to different support members and they would give me any time of day

Thank you Thegoodone69 for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Thegoodone69,

I have looked at your case and understand the situation. I tried to compare the bet IDs you mentioned in the chat with the casino with your game history but unfortunately couldn't find any matches. Let me contact the casino and I will do my best to help. I would like to invite Stake Casino to the conversation to participate in the resolution of this complaint.

Sounds good

The intial problem was that there wasnt a bet id that matched. if you look at the bet history to there is not bets made from 6:39pm - 10:28pm which is not true. in my discution with stake on the night of i sent them the bets that happend at 10:19pm

in the bet history too there isnt even history of me playing hell

hounds anymore

Dear Peter and Thegoodone69,

As informed to the complainant, our tech team conducted a thorough investigation into their balance during the reported period and confirmed there were no missing funds.

The user was active in BTC during the reported period and received a payout for a bet (house********0412) that was placed in XRP and settled at 0*:19 UTC on the same day. This payout resulted in an increase of 3.5196 XRP, bringing their balance to 4.0788 XRP. However, due to potential connectivity issues on the user’s end, such as the usage of third-party programs and/or multiple tabs/programs open in the background, the balance was briefly shown in BTC instead of XRP. The screenshot posted by the user shows this moment.

In summary, their balance of 4.0788 XRP was briefly displayed as a BTC balance when the bet (house********0412) was settled. The BTC equivalent of 4.0788 XRP would be approximately $343,334.11, which the user saw during that short time period. The next bet, with the ID house********9958, updated their balance to the correct amount.

We trust this provides a clear understanding of the issue.

Kind regards,

This doesn't make sense cause I was told by support that these bets didn't exist. That I was in free play. These bet ids aren't on my my bet archive either.

Hi all,

Thank you for your replies.

Dear Stake Casino team,

Could you please provide information about the "free play" the player was given?

What I meant by free play was demo play. Support told me I was in demo play when I clearly wasn't on the chat on March 21.

Thank you for the reply stake. Your breakdown of what happened doesn't make sense. 2 things I would like to point out.

1. When I opened Hellhounds back up on March 21st, when this took place I was playing in BTC. When you're playing with a currency, let's say BTC, and you open a game, would it not be a completely different game than if you opened in XRP? So how would your claimed connection "issues" even come into play?

I opened the game in BTC and entered a bonus that was interrupted from prior play in BTC. I won around 340,000$. I went to spin again and your site switched me to XRP for one spin, I spin again then back to BTC without me actually performing this process on my own. That doesn't happen, Weird.

2. I'm providing a photo of the bets that took place . In red is the supposed xrp connection issue winning $15.68 of xrp.which equals 6.53 xrp which is equivalent to 549,590$ of BTC

Not sure where stake got 4.0078xrp?

On mar21 BTC was 84,164$

Xrp was 2.43$

So stakes explanation does not hold up.

There also should be a bet I placed in BTC after the inturupred bonus in BTC happend, with my balance display of 343,000 before the red highlighted bet. But instead I think I got charged 40 cents (green highlight) for the missing bet and that green highlighted bet.

To be clear 2 bets are missing

Bonus bet - missing

.20 cent BTC bet after big win- missing

Xrp random bet

.40 cents BTC that should have been .2

Nothing stake has provided has reasonable explanation behind it. Please release the winnings to me.

Dear Thegoodone69,

Regarding the "free play", we would like to clarify that our support agent mentioned the possibility that the user might have been in fun mode, but not confirmed. Please be advised that it wasn't the outcome of the investigation and we apologize for any confusion.

We would like to reiterate the outcome of our investigation and confirm there were no missing funds, and what the complainant experienced was a visual glitch.

Dear Peter,

We have sent your an email regarding this case.

Kind regards,

Hi all,

Thank you for your replies.

Dear Thegoodone69,

After reviewing the casino's evidence, we found no indication of a $340,000 balance ever existing in your account. We understand your disappointment, but such a large sum appearing unexpectedly clearly suggests an error. It's hard to tell for us why the balance was shown in the wrong currency, but I'm afraid there's nothing we can do to help you with this one.

wow

everything stake said to cover that i just proved there was no backing to it. litterally just saying that to try and have a explanation. i want compensation.

Dear Thegoodone69,

As stated above, since there is no evidence of your balance ever reaching $340,000 (which would be quite difficult to achieve with several $0,20 bets), I'm afraid we have no other option but to reject your complaint. If you disagree with our decision, please turn to the casino's gaming authority for further help (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Best regards,

Peter