I received a promotional email from…
I received a promotional email from Stake stating: "Wager $150 to unlock a bonus of $25." The email listed three specific conditions: (1) wager within 3 days, (2) bonus credited within 48 hours of completing the wager, (3) excludes bets on Stake Poker.I met all three conditions - I completed the required wagering within the time limit, on eligible games, and waited the full 48 hours for the bonus to be credited.I did not receive the bonus. I contacted live support and was told by an agent ("SandraR") that I was "not eligible," that this decision is made by "another team," and that support has no access to the eligibility criteria and cannot provide a reason.I contacted support again and a second agent ("Natalija") gave a contradicting response, stating that "as long as the requirements in this email are fulfilled, you should receive the bonus within 48 hours," and told me to wait again - despite my having already waited past 48 hours and been denied.When I asked a third time for the specific term I failed to meet so I could escalate this properly, the same agent confirmed the decision is "final," that support has "no insight into the reason," and that it is "solely up to" an unnamed internal team.The promotional email contains no clause reserving discretionary approval beyond the three stated conditions. I have screenshots of the original promotional email and all support chat exchanges as evidence. I am requesting the bonus be honored as advertised, or a specific written explanation of which stated term was not met.
