When a casino has grown so massive they get too occupied with numerous activities on their desk and for the most part they will have to attend to them according to scale of preferences as not to be haphazard in coming through for each complaints. It may not be that Stake.com really don't care about the particular bonuses complaints as it could be that they haven't had time enough to attend to it and deal with it once and for all. I think every customer is important because it old or new, and when a customer is lost to another casino it doesn't make for a good business.
I have been gambling for years and despite the way I've seen them attending to customers, which is one of the reasons why we should not feels negligence in contacting their support team in case of any experience or challenges needed for clarification, also, regarding the bonuses, they mostly rewarded the bonuses to all eligible users without having to demand or request for it, except on certain conditions we don't know the cause why we are unable to receive our bonus.