What Happened
A player says their son took a crypto refund from the player's exchange account, moved it through other exchanges into Stake and lost it there. The player asked Stake to refund the losses, arguing that the son made the deposit and that a casino should not keep a child's losses. According to the player, Stake did not answer more than 100 emails over three months.
How It Developed
- Complaint opened: the player sent transaction screenshots and asked Stake to reconsider the refund.
- Stake said it had sent all requested evidence to the mediator, and noted that its licensing body in Curaçao had already closed the case in January.
- The player said the licensing body closed its complaint after 68 days without looking at the evidence, and agreed the son was at fault.
- The mediator said Stake's evidence justified its actions and closed the case. The player could still go to the regulator.
Rejected
Marked Resolved, but the mediator found Stake's evidence justified its decision. No refund was paid.
What Has (and Hasn't) Helped
Nothing worked: both the licensing body and the mediator accepted Stake's position. If someone else gets into your money or account, ask the casino and the exchange to block it straight away. Here a refund asked for after the losses was refused.