Stake Casino - El retiro del jugador se retrasa debido a problemas con los requisitos para obtener el bono.

On July 1, I entered a promotional code on Stake.com. Support agent Djordje confirmed in live chat that the code was applied successfully and specified the exact bonus terms (200% deposit bonus, $10–$1,000 range, 40x wagering requirement). Based on that confirmation, I made a second deposit of CLP 500,000 on July 2.

Two more agents (Dana and Grigorije) subsequently and independently confirmed via live chat that my account had "an active bonus" tied to my affiliation. Only after my deposit was processed did Stake inform me — through a different agent — that I was not eligible for the bonus after all, and that eligibility is only checked post-deposit, a condition never disclosed to me beforehand.

I am not requesting the bonus itself. My deposit of CLP 500,000 remains completely untouched — zero bets placed. I am requesting that Stake honor the reasonable reliance I placed on repeated, explicit confirmations from their own support team and grant an exception to the standard wagering requirement for this specific deposit, given it was made based on information Stake itself now admits was incomplete/premature.

I have a complete chat export and email correspondence documenting all confirmations and the subsequent denial, available as evidence.

What I'm asking for: Release of CLP 500,000 for withdrawal without the standard 1x wagering requirement, in recognition of the misleading eligibility confirmations provided by three separate support agents prior to my deposit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified? Which level? When was it verified, and which documents were you asked to provide?
• Do you have a history of previous deposits and payouts?
• Have you contacted support with a complaint and asked the casino for a refund of the untouched deposit?
• Could you please share with me your communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@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,

Tomas

Dear MatiasBastian8,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru