Stake Casino - Los retiros de los jugadores se retrasan y no se procesan.

I am a Ugandan user of Stake.com. I deposit and withdraw using Airtel Uganda Mobile Money. My deposits work perfectly but every single withdrawal attempt fails and bounces back to my Stake wallet — the money never reaches my Airtel Mobile Money number +256703997522.

Failed withdrawals:

• 13/05/2026 — UGX 50,000 — bounced back after 3 days

• 16/05/2026 — UGX 10,000 — bounced back

• 18/05/2026 — UGX 10,000 — bounced back

I currently have UGX 30,000 stuck in my Stake account that I cannot withdraw.

I contacted Stake support over 10 times via live chat and email. They repeatedly told me to contact my bank or Airtel Uganda. This is wrong because I do not use a bank and the money never left Stake’s system — it bounced back to my Stake wallet proving the failure is within Stake’s own payment gateway.

I independently identified that Stake’s payment processor is Relworx Limited (Merchant ID 4321447). I contacted Relworx directly and they confirmed they will contact the relevant parties to investigate.

Stake’s own support team has now confirmed they are waiting for a reply from their payment provider. But at first they blamed Airtel Uganda and no the issue is still not solved

I have transaction history screenshots, chat logs and email evidence to support everything stated above

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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.

• Have you made any previous successful payouts from the casino? When was the last time a casino payout was successfully processed using this payment method?
• Did you achieve your current balance with the help of a bonus?
• Is your player's account verified? To which level?
• Could you please share with me your communication with the casino regarding the issue? 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 JOVANWPT,

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