What Happened
A player from Chile says they typed in a promo code at Stake and three different live-chat agents told them a deposit bonus was active on their account. Trusting that, they put in a second deposit of 500,000 CLP. According to the player, Stake then said they did not qualify after all, and that eligibility is only checked once the money is in. The player did not want the bonus any more; they wanted the untouched deposit released without having to bet it through once first.
How It Developed
- 2026-07-03Complaint opened. The player said they had chat exports and emails showing the agents' confirmations and the later refusal.
- 2026-07-06The mediator asked about the account's verification level, past deposits and payouts, and whether a refund of the deposit had been requested from support, and asked for the chat records.
- 2026-07-13No answer came, so the deadline was pushed back by a week.
- 2026-07-20The complaint was closed because the player stopped responding. It can be reopened at any time.
Abandoned
The player went quiet before sending the chat records, so it is not known whether the 500,000 CLP was released. It can be reopened.
What Helped
Nothing was tested; the casino was never asked for its side. If support promises you a bonus, save the chat transcript before you deposit, then send it to the mediator straight away when asked. The mediator's first question here was whether a refund of the unplayed deposit had actually been requested from the casino.