Quote from: ryzaadit on Today at 07:21:33 PM

Quote from: thoken12 on Today at 07:17:21 PM

The rest of the chat is me asking for my money, and them keep telling me that I must email them, which I have multiple times. There is literally no support, and they have stolen my money as of right now. Also if you view my screenshots, you can clearly see I am telling them I can't withdraw anymore and my account is suspended. Please read before posting.

You can share it. So we can know how the discussion are going what response they have.

I know you cannot withdraw the money, but we are currious what reason is they gave to you. If they still investigation they mostly will said, but those screenshoot from my opinion is do not meaning a lot. Cause the message in second message is the first message after the support are taking over maybe due these required further check from the support.

That's why, the support taking over the live-chats from regular support are mostly handling basic stuff.

Here is the full transcript:

Quote

Conversation with Stake.com
Started on September 21, 2025 at 01:51 PM Belgrade time CEST (GMT+0200)

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01:51 PM | thoken12: I'm trying to play blackjack on pragmatic play but it keeps aying
An error has occurred while processing your request. Please try to re-log in and launch the game again.
Should the issue persist, please contact your Casino Customer Support.
Thank you for your patience.

01:52 PM | Nikola from Stake.com: Hello.

Thank you for reaching out.

Please, allow me a moment.

01:53 PM | Nikola from Stake.com: From what I am able to see, there shouldn't be anything preventing you from participating in our services.

Would you be able to provide us with a screenshot of the issue you encounter please?

01:54 PM | thoken12: [Image "image.png?expires=1758573900&signature=586b8972e57dc39396c7bb713330e618f47380ca95a53bfd56ae77873e2c8211&req=dSckEMp7mIVZUPMW1HO4zQ4sxf6%2FeXWRr4nGHn9FO2sR8qS6sVUCKBBJb%2BL8%0ANX0oWKQp7yWqqO7rnr4%3D%0A"] here you go

01:54 PM | thoken12: nothing i do changes it

01:54 PM | thoken12: i refreshed and did many thins

01:55 PM | Nikola from Stake.com: Allow me a moment to take a look into this please.

01:59 PM | thoken12: can you fix it

02:00 PM | Nikola from Stake.com: I am investigating the issue as of this moment.

If you are using any VPN/ Proxy, can you try disabling them and refreshing the page please?

02:00 PM | thoken12: if i change to euro it works

02:00 PM | thoken12: usd doesnt

02:00 PM | thoken12: [Image "image.png?expires=1758573900&signature=d61ab9bdbae108b2da3d00b781669a3d83f8f98bfefd59e19c9225d7a02f8c1b&req=dSckEMp7lIVXXPMW1HO4zRmwYjC8FlYAu%2FbLG6mSayAH38f5hlocAfb7Q2sd%0A6kFg07ZpAAju7KsVxKg%3D%0A"]

02:00 PM | thoken12: [Image "image.png?expires=1758573900&signature=24ab3ae923cc8ae0bcb51febd926f78a463e650f5f1e9e957d2f6a5e7daf0bee&req=dSckEMp7lIRbWvMW1HO4zWh8l%2FhFG5AvNbMv2UGwg%2FGuXuaLqT8Enzvk9uy%2B%0AwHCC2kdm4PcQRMitn6Q%3D%0A"]

02:02 PM | Nikola from Stake.com: The team let's me know we are not encountering the same issue with the game in question.

Would it be possible to disable any third party apps such as VPN/Proxy, refresh the page and try again?

02:04 PM | thoken12: i do not have any vpn or proxy my guy

02:04 PM | Nikola from Stake.com: Would you please try clearing your cache & cookies and trying again?

Here is an article that could help you with this:

[App: Article Inserter]

Please let us know if this helps, or if you still have issues with the game.

02:05 PM | thoken12: okay

02:06 PM | thoken12: didnt work

02:06 PM | thoken12: and its only for SOLANA/USD

02:06 PM | thoken12: btc usd works

02:07 PM | thoken12: can you somehow like disconnect my account and let me make a new pragmatic one?

02:08 PM | thoken12: [Image "image.png?expires=1758573900&signature=15ee741605810a5f9367a6e214361fa839244f92b21425c6439ac267136f2e10&req=dSckEMp4mYJWXfMW1HO4zbuwQf2PabBBoEm14Ifs%2FTtY%2BWU2bNzYSkT6PjEU%0A0QobDyf3E4D4o2oYLuQ%3D%0A"] BTC USD:

02:08 PM | thoken12: [Image "image.png?expires=1758573900&signature=fc72c4a62cd74fd55709b6d8f3cca8844784ffac67311f5ba5cc26452d4c0ca8&req=dSckEMp4mYVWUfMW1HO4zaIWbvo1a7rVkMCmP88OaMD5uxhMhAke67EYQkzF%0AySQfdkeQyuVlOnASKXs%3D%0A"] SOLANA USD:

02:08 PM | Nikola from Stake.com: From my side, there should be nothing preventing you from playing in this coin pair.

Would it be possible to try logging off all of the unused sessions on your account and refreshing the page and returning to the game in question?

You can do so here:

https://stake.com/settings/security

This would essentially be what you mentioned.

02:09 PM | thoken12: doesnt work

02:09 PM | thoken12: same shit

02:10 PM | Nikola from Stake.com: Would it be possible to try another browser if possible?

I am just trying to rule out all options, and if we aren't able to have it fixed through troubleshooting, I would escalate this with the team to have a further look.

02:12 PM | thoken12: Sure one moment

02:12 PM | Nikola from Stake.com: Thanks!

Let me know if you encounter the same issue.

02:12 PM | thoken12: [Image "image.png?expires=1758573900&signature=b5cf9e1d9f69452d60a6e57ee345297fd957c367bf60a919a171be7aa5960fe3&req=dSckEMp4moleX%2FMW1HO4zfjdL8AU26iScgwD1e0p6snJ8r6lphg6NFL9nc%2F2%0A%2Fdr3Tpdp%2BDUOebdOszY%3D%0A"] Safari:

02:13 PM | thoken12: Completely different browser. It is on your end, not mine

02:13 PM | thoken12: even on my phone

02:13 PM | Nikola from Stake.com: Thanks for letting me know, I would forward this to the team in charge to investigate, one moment please.

02:13 PM | thoken12: [Image "image.png?expires=1758573900&signature=ca3d9abd30621583c959d1bea8b14b9c2f436812fa49c2793840910e9dce78c0&req=dSckEMp4lYRcW%2FMW1HO4zSp3VGInnG2qPc3XGxENdMXQtBkykYdFTkE6J72j%0APTHXReacV1Au2RZm%2FWk%3D%0A"]

02:13 PM | thoken12: phone

02:14 PM | thoken12: its something tied to the account, not browser/IP/cache/cookies

02:14 PM | thoken12: I suspect something weird with how pragmatic account is tied to stake account

02:16 PM | thoken12: Yeah when I chose EUR

02:16 PM | thoken12: [Image "image.png?expires=1758573900&signature=89952344ace651fa50d736ef5d8e25c8aad751b4d32b9f5781bcbe66698cfe7d&req=dSckEMp5nYNZXvMW1HO4zdr2pLvP9399tK%2FqJ0PUomJLdWRSzLEqg4NlQQI4%0AhMankMek0C4OohSvdEo%3D%0A"] it asks me to create new account name, and when i use the one from USD, it says already exist

02:16 PM | thoken12: it asked me twice yesterday to do this

02:16 PM | thoken12: meaning there are probably 2 accounts tied to my USD pair

02:17 PM | thoken12: I used: *CENSORED*, *CENSORED* (for USD)

02:17 PM | thoken12: They probably need to be merged or something

02:17 PM | Nikola from Stake.com: Thank you for holding on.

We have reached to the team in charge, and they will have a further look into the issue.

Unfortunately, we are not able to provide you with an ETA on this, however rest assured that we will contact you as soon as we have received an update from them.

Your patience in this matter is greatly appreciated.

If there is anything else we can help with in the meantime, please let us know.

02:17 PM | thoken12: Does it matter if I play with EUR for now until you fix?

02:18 PM | Nikola from Stake.com: Not at all!

Please feel free to participate while the team investigates!

02:18 PM | thoken12: Ok thanks

02:18 PM | Nikola from Stake.com: Another thing you could try would be participating in the game in that coin pair from another one of our official mirrors:

https://playstake.casino/

If possible, please also log in there and see if the issue continues.

02:19 PM | thoken12: let me check

02:19 PM | Nikola from Stake.com: Of course!

02:19 PM | thoken12: same thing on .ac

02:20 PM | Nikola from Stake.com: In this case, I would have to hold on for the team to complete their investigation, and I would let you know as soon as they do!

02:20 PM | thoken12: ok thank

02:20 PM | thoken12: you

02:20 PM | Nikola from Stake.com: My pleasure!

02:26 PM | Nikola from Stake.com: Thanks for holding on.

The team in charge has finished checking the issue in question and have provided us with the following update regarding this:

The team has let us know that by the provider's decision you would not be able to participate in the game in question in the SOL + USD coin pair, but you would be able to participate in other coin pairs without issues.

This comes as a direct decision of the game provider, and we sadly aren't able to have it appealed.

If there is anything we can do to help, please do not hesitate to let us know.

02:27 PM | thoken12: okay thanks

02:27 PM | Nikola from Stake.com: You are most welcome!

Please, let me know should you have any further need of assistance!

03:43 PM | thoken12: now its not letting me play any pairs

03:43 PM | thoken12: [Image "image.png?expires=1758573900&signature=a05c846d6f327a661ac45d783862f5f385bb6f9d7d3e9b153993bbff8301b25b&req=dSckEM19lYRXWfMW1HO4zb5AiZkwu4XxHFWwIAcPAC%2FUzDbYNcc0i5fhdlwZ%0ARpVgFQ7WbedtQ3CBckw%3D%0A"]

03:44 PM | Viktor from Stake.com: Hello there.

I will take it from here.

Allow me a moment while I catch up with the conversation.

03:46 PM | thoken12: Man it says my account is disabled

03:46 PM | thoken12: I have 36.5k solana on here

03:46 PM | thoken12: I can't withdraw it

03:46 PM | thoken12: [Image "image.png?expires=1758573900&signature=8fb53a39c5bdc4e01db44013d381e137364438209b7bb83bb96b2da776806a1c&req=dSckEM16nIFYWvMW1HO4zTJM1zHVE6Sc1adoaPUuNxxOoHJCiju8ZG9%2B8Gt7%0AQ1koMMItk%2FgcNHwW6Hg%3D%0A"]

03:46 PM | thoken12: did you guys scam my money?

03:47 PM | thoken12: give me my money back what the fuck

03:48 PM | thoken12: DUDE

03:48 PM | Viktor from Stake.com: For more information about this matter, you are to reach out to our team at gameplay@stake.com from your connected email.

Should you have any other inquiries feel free to ask.

03:48 PM | thoken12: DID YOU GUYS SCAM MY MONEY?

03:49 PM | Viktor from Stake.com: For more information about the status of your account, kindly reach out to our team at gameplay@stake.com from your connected email, where they should provide you with all of the details regarding this matter.

Is there anything else we can assist you with?

03:50 PM | thoken12: How long does it take to get an answer?

03:50 PM | thoken12: I sent an email now. I need my money back immediadately.

03:53 PM | Viktor from Stake.com: The team in charge shall provide you with a swift response on this matter.

If there is anything else we can assist you with, we are here at your disposal.

03:53 PM | thoken12: Will I get my money back?

03:54 PM | Viktor from Stake.com: Unfortunately, we do not have further insights into this matter, as the team in charge shall update you on this matter.

Is there anything else we can assist you with?

04:16 PM | thoken12: I havent received a reply yet and I need my money today

04:18 PM | Viktor from Stake.com: We understand your worries, and the team in charge shall provide you with the response on this matter at the earliest convenience.

Your patience is appreciated.

Should you need anything else feel free to ask.

04:20 PM | thoken12: I NEED TO WITHDRAW MY MONEY

04:20 PM | thoken12: KEEP THE ACCOUNT CLOSED I DONT CARE

04:29 PM | Viktor from Stake.com: Kindly wait for the response from the team in charge, as they should provide you with more information on this matter.

If there is anything else feel free to ask.

04:59 PM | thoken12: Still waiting for a response.

04:59 PM | thoken12: This needs to be prioritized and I need my money immediately

05:00 PM | thoken12: First you say this : “ The team has let us know that by the provider's decision you would not be able to participate in the game in question in the SOL + USD coin pair, but you would be able to participate in other coin pairs without issues.”

05:00 PM | thoken12: The you ban my account from withdrawing

05:00 PM | thoken12: Thanks for holding on.
The team in charge has finished checking the issue in question and have provided us with the following update regarding this:
The team has let us know that by the provider's decision you would not be able to participate in the game in question in the SOL + USD coin pair, but you would be able to participate in other coin pairs without issues.
This comes as a direct decision of the game provider, and we sadly aren't able to have it appealed.
If there is anything we can do to help, please do not hesitate to let us know.

05:01 PM | thoken12: If pragmatic doesn’t want me to play blackjack with SOL/USD, why the FUCK do you ban me from withdrawing and my stake account?

05:07 PM | Viktor from Stake.com: The team in charge should provide you with all of the relevant information on this matter, as we ask for your patience in this matter.

If you have any other inquiries, we are here for you.

05:11 PM | thoken12: This isn't good enough. I am submitting evidence to AskGamblers, Casino.guru and Curaçao eGaming

05:12 PM | Viktor from Stake.com: You are free to do what you deem is necessary in this matter.

If you have any other concerns or questions, we are at your disposal.

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Exported from Stake.com on September 22, 2025 at 10:13 PM Belgrade time CEST (GMT+0200)

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