What Happened
A player from Bulgaria says two EGT slot games on Stake froze behind an error screen and kept spinning by themselves until a balance of 3,600 was gone. The player says one support agent first admitted EGT games were down at that hour, but later replies found no fault and blamed the player's VPN. The player wants the full balance back.
How It Developed
- Complaint opened. The mediator asked whether the player could still log in, whether autoplay was on, which games were played, and for the video.
- The player said the account still worked and that two slots ran in separate tabs with no autoplay, then emailed the video. The player also closed the account to stop further losses.
- The mediator asked for support's final written answer, and the player sent it.
- The mediator noted the video shows only one tab. The player said the other tabs were shut while trying to fix the problem, and that the bet history can't be opened now the account is closed.
- Latest: the mediator asked for the bet records the player had described. Without them, it said, it can't challenge the casino's finding that every bet was accepted normally.
Ongoing
Waiting for the player's bet records. Stake says the bets went through normally; the player says the games ran on their own.
What Has (and Hasn't) Helped
Nothing yet; the case now turns on records. If a game freezes mid-session, save your bet history straight away, before closing the account, and ask the casino in writing for the game provider's round logs.