What Happened
A player says six saved Pragmatic Play slot bonuses vanished from their Stake history after a game fault. They say only one paid, at 2.4x when it should pay at least 4x, and that support first blamed the game maker, then said the rounds were voided and refunded, but sent bet IDs missing from their history. Stake's replies were about something else: it said the player registered as Canadian but gave a US ID and address.
How It Developed
- Complaint opened. The player asked for replays of the bonus rounds and a correct payout, and said they would go to the casino's licensing regulator.
- The mediator reopened the case at Stake's request, then gave Stake 96 more hours to answer.
- Stake said it doesn't take US customers, so it suspended the account, and asked for proof of address to lift the suspension.
- The mediator asked the player to send the documents and confirm in the thread, warning that the case would be rejected otherwise.
- No answer appears, and the case was closed as rejected. The bonus dispute itself was never answered.
Abandoned
The player didn't answer the request for proof of address, so it ended as rejected. The slot bonus dispute was never ruled on.
What Helped
Nothing settled the slot question. Once Stake raised the residency issue, the case turned on proof of address instead. Save screenshots of saved bonuses and bet IDs as soon as something looks wrong, and attach them to your complaint.