I have been a regular Stake customer…
I have been a regular Stake customer for years, with approximately $1.2 million wagered and Platinum status. Despite that, when my account was compromised and unauthorized Keno bets that I never placed drained my balance, I was treated with complete contempt.I secured everything available on my side: my Google account, 2FA, all visible sessions, passkeys, devices, and API tokens. I provided my identity, account information, public IP addresses, deposit proof, screenshots, and the exact IDs of the disputed bets. I repeatedly asked Stake to check the IP addresses, devices, timestamps, and sessions connected to those Keno bets.Their response was essentially a copy-and-paste paragraph from their Terms of Service telling me that the loss was my responsibility and that they would do nothing.They did not explain how those bets were placed. They did not tell me whether they came from my IP address or device. They did not properly investigate the security incident or provide any meaningful assistance to confirm that my account was safe. I also repeatedly receive official Stake emails in Russian even though I am French and my account is set to French, yet they still refuse to acknowledge that something is clearly wrong.Apparently, as long as you deposit and lose money, you are considered a valuable customer. The moment something serious happens and you actually need help, your loyalty, your Platinum status, and everything you have wagered over the years mean absolutely nothing to them.This is, without exaggeration, the worst customer service I have ever experienced in my life. Cold, robotic, dismissive, and completely useless during a genuine account-security incident. They repeatedly told me to enable 2FA and remove suspicious sessions even after I showed them that I had already done all of that.My experience with the games has also deteriorated significantly. In my personal experience, the overall results and perceived RTP have become increasingly brutal, particularly since more Online on stake appeared on the platform. That is my personal experience, but combined with this disgraceful support, it has completely destroyed my confidence in Stake.I am now leaving Stake, not because I originally wanted to, but because they have made it impossible for me to trust the platform. I will not deposit more money into an account that may still be compromised while the company refuses to investigate or help secure it.I strongly advise people to stay away from this casino. Everything may seem fine while you are depositing and losing. But the day you suffer a serious problem, do not expect Stake to protect you, listen to you, investigate properly, or even treat you like a human being.After years of loyalty and approximately $1.2 million wagered, I was treated as though I meant absolutely nothing. Their handling of this incident was disgraceful, and I will be sharing my experience wherever possible so other players know exactly what kind of support they can expect when something goes wrong.
