Stake Casino - Der Bonus des Spielers wird einbehalten.

Dear Casino Guru,

I am filing this formal complaint against Stake Casino for the illegal withholding of a weekly bonus/coupon of 30,091.50 claimed on 06/12/2025 (See IMAGE 1).

1. Double Platform Failure (Failure and Illegal Rollover):

The interface did not offer ARS (Argentine Pesos) for exchange, forcing me to use TRX.

The system illegally applied a 100% rollover requirement to this bonus (which should be wager-free), based on an alleged deposit.

2. Proof of Fraudulent Application of Rules:

Stake is linking the wager to a TRX deposit made on August 25, 2025 (See IMAGE 2).

It is a violation of fair play rules to apply a wager penalty to a December bonus based on a transaction from more than three months ago (August). Support refuses to acknowledge this error (See IMAGE 4).

3. Demand: I request the immediate release of the 30,091.50 coupon, since the applied wager is the product of a demonstrable technical failure and incorrectly justified by your support team.

​Estimados Casino Guru,

​Presento esta queja formal contra Stake Casino por la retención ilegal de una bonificación semanal/Cupón de 30,091.50 reclamada el 06/12/2025 (Ver IMAGEN 1).

​1. Doble Falla de la Plataforma (Fallo y Rollover Ilegal):

​La interfaz no ofreció ARS (Pesos Argentinos) para el canje, forzándome a usar TRX.

​El sistema aplicó ilegalmente un requisito de rollover del 100\% a este bono (que debe ser libre de wager), basándose en un supuesto depósito.

​2. La Prueba de la Aplicación Fraudulenta de Reglas:

​Stake está vinculando el wager a un depósito en TRX realizado el 25 de agosto de 2025 (Ver IMAGEN 2).

​Es una violación de las reglas de juego justo aplicar una penalización de wager a una bonificación de diciembre basada en una transacción de hace más de tres meses (agosto). El soporte se niega a reconocer este error (Ver IMAGEN 4).

​3. Exigencia: Solicito la liberación inmediata de los 30,091.50 del cupón, ya que el wager aplicado es producto de una falla técnica demostrable e incorrectamente justificada por su equipo de soporte.

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Dear Emilioper1229,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Stake Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the bonus in question?
• Was there any specific reason given for not allowing the use of ARS for your transactions?
• How long have you been a player at this casino?
• Was this your first bonus at this casino, please?

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

Best regards,

Katarina

The bonus is the Weekly VIP Boost (Weekly Reload) . The claim link used was: https://playstake.club/bonus?code=BoostWeekly6Dec25 .

There was no specific reason, error, or message . The option to claim in ARS (Argentine Pesos) was simply missing from the interface at the time of the redemption, forcing me to choose a cryptocurrency, which I did, opting for TRX . Support denied this was a technical issue without even investigating my interface.

I have been a Stake Casino player for several years and have a considerable VIP status (Platinum I).

No. I have claimed and withdrawn weekly and monthly bonuses (Reloads) countless times before, and I have NEVER been required to meet a wagering requirement ( rollover ). These bonuses are, as per Stake policy, wager-free .

The underlying problem is not the exchange in $TRX$, but the illegal application of the $100% rollover, which contradicts the VIP loyalty bonus policy.

Irrefutable Proof of System Failure:

Bonus Date: The $30,091.50 coupon was claimed on 06/12/2025 (See promotion history, IMAGE 1).

Rollover Basis: Support claims the wager was applied because the system linked it to my last deposit in $TRX$.

Date of Last TRX Deposit: My deposit history shows that the last deposit in $TRX$ was on August 25, 2025 (See deposit history, IMAGE 2).

Conclusion: The $100% wager penalty was applied to a December bonus based on an August transaction, which is temporally absurd, technically erroneous, and a violation of the rules seeking to block the withdrawal of my legitimate funds.

I appreciate your intervention and hope that with this information and the attached images, you can compel Stake to release the full bonus amount without the invalid wagering requirement.

Sincerely,

Emilioper1229

El bono es el Boost Semanal VIP (Weekly Reload). El enlace de reclamo utilizado fue: https://playstake.club/bonus?code=BoostWeekly6Dec25.

No hubo ninguna razón específica, error o mensaje. Simplemente, la opción de reclamar en ARS (Pesos Argentinos) estaba ausente de la interfaz al momento del canje, obligándome a elegir una criptomoneda, optando por TRX. El soporte negó este fallo técnico sin investigar mi interfaz.

Soy jugador de Stake Casino desde hace varios años y tengo un estatus VIP considerable (Platino I).

No. He reclamado y retirado bonificaciones semanales y mensuales (Reloads) en innumerables ocasiones anteriormente, y NUNCA se me había exigido cumplir un requisito de apuesta (rollover). Estos bonos son, por política de Stake, libres de wager.

El problema de fondo no es el canje en $TRX$, sino la aplicación ilegal del rollover del $100\%$, lo cual contradice la política de los bonos VIP de fidelidad.

Prueba Irrefutable de la Falla del Sistema:

Fecha del Bono: El cupón de $30,091.50$ fue reclamado el 06/12/2025 (Ver historial de promociones, IMAGEN 1).

Base del Rollover: El soporte afirma que el wager se aplicó porque el sistema lo vinculó a mi último depósito en $TRX$.

Fecha del Último Depósito TRX: Mi historial de depósitos demuestra que el último depósito en $TRX$ fue el 25 de agosto de 2025 (Ver historial de depósitos, IMAGEN 2).

Conclusión: La penalización de wager del $100\%$ fue aplicada a una bonificación de Diciembre basándose en una transacción de Agosto, lo cual es temporalmente absurdo, técnicamente erróneo y una violación de las reglas que busca bloquear la retirada de mis fondos legítimos.

Agradezco su intervención y espero que con esta información y las imágenes adjuntas, puedan obligar a Stake a liberar el monto completo de la bonificación sin el requisito de apuesta inválido.

Atentamente,

Emilioper1229

Dear Emilioper1229,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina, I have just sent all communications and screenshots with casino support to the address katarina.d@casino.guru I await your updates.

Estimada Katarina, acabo de enviar todas las comunicaciones y capturas de pantalla con el soporte del casino a la dirección katarina.d@casino.guru. Quedo a la espera de sus novedades.

Dear Emilioper1229,

thank you for your reply and patience.

I have reviewed the evidence you kindly provided. The VIP bonus you are referring to—the one that was not added to your account—appears to be part of the casino’s VIP structure. Each casino operates under its own proprietary VIP tier system, and we respect their autonomy in determining the criteria for advancement or demotion. This approach is consistent with our policy of non-interference in promotional and bonus-related decisions. Ultimately, the casino retains sole discretion in categorizing players and defining the requirements for each VIP classification.

Regarding the issue of the incorrect currency, since you agreed to accept the bonus under the condition that you would continue playing in TRX, I am afraid there is little we can do at this point. In situations like this, the appropriate course of action is to contact the casino’s support team immediately and follow their instructions. Attempting to determine what went wrong after such a significant amount of time has passed is, unfortunately, very difficult. This principle applies generally to any irregularities with a casino account—prompt communication with support and the collection of evidence are essential.

Additionally, the wagering requirement you were asked to complete is a common practice designed to prevent anti–money laundering activities. Online casinos operate under very strict guidelines in this regard, and such measures are standard across the industry.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

Best regards,

Katarina