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I was playing a game Crazy Cards on Stake and encountered a serious problem:

1. The game clearly displayed a $1000 win (video proof available).

2. The actual payout was lower than what the game showed.

3. Stake’s response was that this was "only a visual part of the game" that "does not affect the result."

Why this is a problem:

1. Players expect to receive exactly what they see displayed on the screen.

2. If the visual part of the game is incorrect, that’s a game error, and the casino is responsible.

3. The game with this issue remains available to players without being fixed.

My request:

1. Fix the error in the game.

2. Compensate for the unpaid winnings that were displayed on screen.

Conclusion:

If a game shows one win amount but pays another, it misleads the player. This practice damages trust in the platform. My nickname at casino ***. Email ***

I am attaching two videos of the problem, a screenshot of the problem, and a screenshot of the ‘support’ response.

Additionally (found when searching for videos): support deleted the chat where I raised this issue and deleted all the videos!!!

Dear player,  

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

• Could you please specify the ID of the game round in question?  
• What was the exact amount of winnings after that game round that you received?
• If you have any supporting evidence (you mentioned having two videos), please feel free to send it to my email natalia.b@casino.guru.

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,

Natalia

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Hello,

1) The bet number can no longer be found because 16 days have passed since then. I sent the bet number to support, but as I mentioned above, they deleted the chat where I reported this issue; they simply deleted it after their final response.

There was a $1 bet and I was paid $0.5

As you can see in the screenshot, there is no chat that was there two weeks ago. There is only one from eight weeks ago and one from a week ago.

Although that was just the day before yesterday, because I downloaded the video that I sent them in it...

2) I received $0.5 at a rate of $1. But I should have received $1,000, judging by the visual.

3) I sent you 2 video more from this email: [hidden by Casino Guru team]

Additionaly, I am adding the full response from support regarding this situation. By the way, it took them 16 days to provide this response xD

Response:

Hello!

Thank you for waiting.

After thoroughly investigating the reported issue, we have confirmed that the round ended without any violations and that you received the correct payout for this round.

Please note that the game mechanism in this game is intended solely for visual entertainment and does not affect the outcome of the game in any way.

Therefore, the result of this round is correct.

So, it turns out that all the visuals we see in slots may be wrong and deceive us? Excellent answer!)

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you illya123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear illya123,

Apologies for the late reply. Your case has been escalated to our technical support team and is currently under thorough review and investigation. We want to ensure we resolve this matter accurately.

As soon as we receive any updates or a final response regarding your bet, we will contact you immediately. In the meantime, please don’t hesitate to reach out if you have any additional question.

Thank you for your patience and understanding while we work on this.

Kind regards,

Hi. Still waiting...

Dear illya123,

Thank you for your patience throughout this process.

We have carefully reviewed your claim and re-escalated it to our Technical Team for a further verification of the outcome of your bet (Casino ID: ********6353). After this additional assessment, the initial findings previously communicated by our Support Team remain unchanged: the round was settled correctly, and you received the payout accordingly.

In the video you provided, it is visible in the bottom-left corner: "Settle: Win 0.5x – $0.50." Additionally, as outlined in the Game Information section under How outcomes are generated:

"Each ticket's result is generated server-side by Stake's Remote Game Server using a cryptographically secure random number generator. Results are final once the round is closed and cannot be influenced by the client."

It is also important to note that there was a visual glitch in the game, which has since been corrected.

We understand that this may not be the outcome you were hoping for, but we can confirm that the result of this round — 0.50x — was accurate, and you were paid the correct amount.

We sincerely appreciate your understanding.

Kind regards,

Hello,

I completely disagree with this. Does your game have proof of a 0.5x payout, as is the case with other providers? No. Therefore, if I can visually see that I have won x1000, then I should receive x1000. There are no other options. 

If this is acceptable to you, then it will be possible to deceive people and say that this is how it was supposed to be, but you simply did not see what you received, but much less.

I continue to insist on my compensation.

Thank you for the update Stake Casino representative. Would it be possible to provide me with evidence from your Technical Team that the round was settled correctly? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We would like to inform that we have sent you an email regarding this case.

Kind regards,

Thank you for providing me with the evidence Stake Casino representative.

Dear illya123, the casino has performed an investigation into your bet, and unfortunately, it has been determined that your bet was processed correctly. The casino's tech team confirmed that it is technically impossible for two multipliers to be triggered in a single round, and the display of the 1,000.00x multiplier during the round was the result of a temporary visual glitch, which has since been corrected. You have received the correct payout of 0.50x, and no error occurred in the settlement.

The correct outcome of the bet "Settled: Win 0.5x – $0.50" is shown in the bottom-left corner of the video as well.

With this in mind, we believe the casino has sufficiently proven that the bet has been settled correctly, and we are forced to reject your complaint. 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.

Kind regards,

Peter