What Happened
A player from Egypt says a 5,000 EGP Stake withdrawal to a mobile wallet was marked as processed, but only 1,000 EGP arrived. The player also raised a separate deposit that never reached the balance. Stake says the payout went out in three parts, while the player says one of those parts belonged to a different withdrawal.
How It Developed
- Complaint opened. The mediator first treated it as a missing deposit, then asked for the wallet history around mid-September and whether earlier payouts had come in parts.
- The case went to a resolver, who asked Stake to explain.
- Stake said its payment provider was checking, then reported that the full 5,000 EGP had gone out in three payments of 1,000, 3,000 and 1,000 EGP.
- Stake also said the missing deposit was sent to a wallet number one digit off from the one it gave, so it never reached its provider. It suggested asking the wallet operator for a recall.
- The player confirmed both 1,000 EGP payments but says the 3,000 EGP one settled a separate withdrawal. The mediator asked Stake for provider records tying that payment to this one.
Ongoing
Waiting for Stake to show the 3,000 EGP payment belongs to this withdrawal and was not counted twice.
What Has (and Hasn't) Helped
Keep a full wallet statement that lists every incoming payment with its date. It let the player argue that a payment Stake counted toward this withdrawal had already settled another one. For deposits, check the recipient number digit by digit before you send.