Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My username is GrandNoobis, and on the evening of June 10, 2025, into the morning of June 11, I played blackjack on the Stake.us platform (operated by Sweepstakes Limited) under the display name MrGreen, wagering approximately $300 per round. In one round, the dealer overdrew, and the game displayed a winning payout of over $1,300 for me however, a manager canceled the round after it had completed, and the payout was never credited to my account.I contacted customer support multiple times and provided:Exact date/time range, Wager amount, Display name MrGreen, Dealer name and Confirmation that the canceled round does not appear in the in-game history ***************** repeatedly told me I needed to manually locate the round inside the ** even though it was canceled and vanished instead of accessing backend logs that only they can view. This is not a technical inability to locate a round; it is a refusal to acknowledge or address a server-side removal of a resolved winning hand.I am seeking:A copy or screenshot of the server-side log or backend details showing the canceled round Or, crediting my account for the valid winnings of $1,300+If Sweepstakes Limited cannot provide a proper resolution and transparency, I intend to escalate this to additional consumer protection agencies.

  Business Response

  Date: 06/12/2025

  Hello,

  
  Thank you for bringing this to our attention.

  
  Please note that, in accordance with the game rules, when an issue arises during a round, a manager is called to assess the situation (see ss1).

  If the manager is able to resolve the issue immediately, the round will continue as normal. However, if the issue cannot be resolved on the spot, the round will be canceled, and all participating players will receive a reimbursement within a few hours.

  We kindly advise that these policies are set by the game provider and are not subject to exceptions. As such, we are unable to credit players' accounts for potential winnings in canceled rounds or disclose internal details about the game mechanics.

  Should a player need further clarification or have any additional questions, they are welcome to contact our Customer Support team at any time. Well be happy to assist.

   

  Kind regards! 

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stake.us allowed unauthorized debit card transactions totaling over $1,500 on my bank account, which I didnt approve. Im a disabled veteran with only $183 left to live on for the next month, and this loss is devastating for my familys bills, food, and gas. Im on medications for epilepsy and anxiety, and ptsd which delayed my noticing these charges until recently. I only realized they were unauthorized on June 4, 2025, when I checked my account for a property tax payment. I didnt get any alerts about these charges either, which made it harder to catch.I contacted Stake.us on June 4, 2025, to report these unauthorized charges and ask for a refund, but they refused, saying theyre not responsible. They admitted someone accessed an account, possibly under 21, even though their rules say users have to be 21+ (I saw this on their website under Responsible Play). That shows their verification process failed. They also took payments in my name even though Im not the account owner and shared account details with me, which seems really unethical. They wouldnt even send me mailed transaction records to help sort this out.I want a full refund to help ease this hardship for my family. Im hoping the BBB can get Stake.us to respond and make this right by refunding me the money that was taken without my permission.

  Business Response

  Date: 06/04/2025

  Hello there, thank you for reaching out to us.
  
  Kindly provide us with the evidence regarding your dispute so we can look into the matter further, as well as the evidence that Stake.us responded in the way you described.

  Kind Regards.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because: You asked for evidence of my dispute and your response, so Ill provide that here. Ive attached my conversation with your team from June 4, 2025, but Ill reference it again for clarity. In that chat, I explained that these charges were unauthorized, and your representative, KatarinaV, refused to refund, saying Stake.us isnt liable, citing your Terms of Service (Sections 6.3.b and 7.2.a). Your team also admitted someone accessed said account, possibly under 21, despite your 21+ rule (I saw this on your website under Responsible Play), which shows your verification failed. Additionally, you took payments in my name, which is not the name matched with the account as far as I saw (What you 'securely verified'), and shared account details with me even though Im not the owner, which goes against your own terms of service and is in itself unethical. You also refused to send mailed transaction records, which I requested to help resolve this.
  
  My transactions from my bank show $1,910 in charges over a 4 day period with no question or concern from Stake as further evidence of the unauthorized activity.
  I hope this provides the proof you need to see how serious this is for me. Im asking for a full refund of $1,910 to help my family through this hardship. Id really appreciate if you could make this rightIm struggling enough as it is, and I feel like Stake.us taking advantage individuals in vulnerable situations like me by refusing to assist when things like this happen. Please let me know if you need anything else to move forward with the refund.

  Customer Answer

  Date: 06/04/2025

  If you have any other needs for evidence, please define it more narrowly such as my own ID, proof of my medications for my ailments, proof that the money was siphoned out of my account over a short period, proof there was no effort to stop these payments on Stake's end, etc. I'll provide whatever I can if it needs to be public.

  Business Response

  Date: 06/04/2025

  Kindly provide us with your username and any evidence regarding the actual issue, and where Stake.us refused assistance to the problem.

   

  Screenshots will be greatly appreciated.

   

  Kind Regards.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:   First, is it not my account. I did not make this account nor I do not know who made this account. From what I saw, the name is 'xmochabear' though I'm unsure if that's the name you're looking for. When I noticed the charges on my card, I went to our family computer to investigate and to my surprise, the account was already logged in. I thought lucky me, because now I could chat with your **** yet that led to nothing. Second, I provided screenshots in the attached zip file. I cannot attach more than 5 files and it is 16 screenshots as I had been speaking to the *** for 2 hours or so trying to resolve this. Third and lastly, my name and the name on my card do not match the name of the individual you 'verified', though you accepted payments from my card with my name regardless and made no effort to stop it given the only reason it did stop was when I discovered something was going on. That lead me to deactivating my card and trying to do what I can to resolve this as quickly as possible. That fact you took funds from a card in my name and used it for a 'verified' user on your site with a different name should be evident enough. I will reattach the zip file with the screenshots.

  Customer Answer

  Date: 06/05/2025

  Stake was provided the info and decides to ignore me entirely.
  
  This should set the tone for what you will deal with for a company facing multiple lawsuits.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had won $200 from Sweepslots casino and have been trying to redeem since February 2025, I was told 10 business days but it has been months now. Sweepslots casino recently went under maintenance for weeks and when they returned my account was no longer available and cannot get the money I had won. They have no option on their website to contact any customer service now.

  Business Response

  Date: 05/22/2025

  Hello there! 
  
  Can you please tell us what is the username and the email address that is linked to that specific account? 
  
  Thank you in advance! 
  
  Kind regards. 

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Stake Team,Im writing to raise a serious concern regarding recent Keno gameplay results on my account. Ive verified draws using your own provably fair system, including my unhashed server seed and client seed:- Server Seed: cab2bfceafdb410715aedb5ce50875ed53deed2223baf4b15a41d50918dab721 - Client Seed: VbFkTI0cWw - Nonces Played: ****** (excluding 332 & 333)- Tiles Played: 1, 2, 9, 10, 17, 18, 25, 26, 33, 34 Using the correct HMAC-SHA256 generation method, I independently verified that 8 of those 40 games produced results with 4 or more hits, which should qualify as wins under the games stated rules.However, none of those games were marked as wins or paid out on your platform.This raises serious concerns about the integrity of the draw presentation and game logic. Either the output displayed to users does not reflect the actual result generated from the seed, or there is an issue with how hits are calculated and *********** requesting:- A full audit of those 40 games,- An explanation for the mismatch between provably fair results and displayed outcomes, and - Compensation if it's confirmed that these wins were not honored correctly.Ive retained screenshots and can provide detailed breakdowns if needed.Looking forward to your urgent ******************, acarroll30

  Business Response

  Date: 05/20/2025

  Greetings!
  
  We are sorry to see you did not have fun playing the games we provide. 

  We checked the complaint and the information the user provided us with are not sufficient to verify the game results, so we advise the user to provide us with the game **s of the rounds in question. 

  The user should be able to find the ** in the Game Archive on our site and if they need any assistance they can reach out to us on the Live chat or the email at ************************. 

  Kind regards!

  Customer Answer

  Date: 05/30/2025

  I am rejecting this response because: Stake.us game archives are only avaible for the last 1000 recent plays. So the ones in question are not displayed. How am I to access them otherwise?

  Business Response

  Date: 05/30/2025

  Greetings,

  We are sorry to hear that you are dissatisfied with answers you have been provided.

  Regarding your inquiry, it is possible to view rounds that happened before the 1000 rounds that are visible on the "My Game Play" page. To access those rounds and find their Game IDs, it is necessary to navigate to the Transaction tab, from the Account menu. In the new window, select "Game Archive" and download the archive for the day that you are looking for. Once you complete that step, you will receive a downloaded file in the .json file format. In order to access the file, you would need to convert the .json file to any accessible file format for your device (e.g. ****** Sheets, Excel, etc.).

  We are looking forward to hearing from you soon.

  Regards.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $20 in USDC to ************************ using the Base network a fully successful blockchain transaction to their listed wallet address. But I received nothing in my account. Why? Because ******************** doesnt support that network and gives no warning or block before you send funds.Their support team told me:They wont recover the funds because its a low amountIts my responsibility to know what networks they support No escalation, no help, no refund even though they received my funds Their excuse? We cant afford the recovery cost. So instead, they just keep your money?The worst part: this was my first transaction with them. I had to contact support just to learn what went wrong. There was no notice, no prevention, and no accountability. One rep even falsely claimed my email wasnt tied to my account until I proved it.Stake.us may be flashy and global, but behind the scenes, they clearly dont care about small customers or protecting users from avoidable errors they designed into their platform.

  Business Response

  Date: 05/13/2025

  We appreciate the opportunity to address the concerns raised by this customer.

  
  ******************** does not support the Base network for USDC transactions. The supported networks for token purchases are clearly listed on our purchase page. If a network does not appear there, it is not supported by our platform. Unfortunately, the customer attempted to make a purchase using the Base network, which is not compatible with our system.

  
  Upon reaching out to our support team, the customer was promptly informed that the transaction was made via an unsupported network and advised to contact our Funds Recovery Team. The customer complied and provided all required transaction details. However, after careful review, the Funds Recovery Team determined that the transaction could not be recovered due to the low amount involved. This decision is based on internal policy and the technical limitations and costs associated with recovering such transactions from unsupported networks.

  
  While we understand the customer's frustration, we must emphasize that it is the users responsibility to ensure that transactions are made through supported networks. This information is made available on our platform prior to purchase. We do not have the ability to automatically block or reject transactions sent via unsupported networks, as they occur outside of our system.
  Our support team remained in communication with the customer, clearly explaining the situation and reaffirming the recovery teams decision. While we strive to assist in every way possible, manual reimbursements or token credits for unsupported network transactions are not possible.

  
  We regret that the customer's first experience with our platform involved this issue and hope they understand that network compatibility is a critical factor in blockchain transactions. We remain committed to providing transparent and fair service to all our users.

  Customer Answer

  Date: 05/13/2025

  Dear Stake.us Support,
  
  
  This will be my final attempt to ask your team to act responsibly.
  
  
  I sent $20 in USDC to the wallet address listed on your own website using the Base network, which is a fully operational blockchain. Nowhere during the process was I warned that this would result in a complete loss. There was no error, no prompt, and no rejection of the transfer. I had to contact support just to find out what went wrong. Thats not user error thats failure to inform.
  
  The bone support network listed says *******. Why have a btc address on your funding page like its an unsupported network. 
  
  Lets be clear:
  
  I did not send funds to some random or invalid address. I sent it to your listed wallet.
  Base is not some obscure chain its used across ***** DeFi platforms.
  You admit recovery is possible you just refuse because its a low amount.
  You still received the funds. You just dont want to return them.
  
  
  
  
  This isnt about network support anymore. This is about a ***** casino keeping $20 from a new customer because you cant be bothered to add a warning or absorb a small, recoverable error one created entirely by the way your platform is designed. Thats not fair, and its not ethical.
  
  
  Most platforms would have refunded this as a gesture of good faith, or at the very least, made it impossible to complete a transaction via an unsupported method. Instead, youve shifted all responsibility to me while pocketing the funds.
  
  
  Ive documented everything! The base address is on their website. Their support team admitted recovery is possible, but refused because it was a low amount. How do I recover it myself then? Who do I reach out to? Exactly! 
  
  
  But Im still hoping Stake will do the right thing credit my account with the lost amount or return the funds to my wallet.
  
  Its no resolution here just off the strength of them. How savage! 
  
  Sincerely, 
  
  
  

  Customer Answer

  Date: 05/13/2025

  Dear Stake.us Support,
  
  
  This will be my final attempt to ask your team to act responsibly.
  
  
  I sent $20 in USDC to the wallet address listed on your own website using the Base network, which is a fully operational blockchain. Nowhere during the process was I warned that this would result in a complete loss. There was no error, no prompt, and no rejection of the transfer. I had to contact support just to find out what went wrong. Thats not user error thats failure to inform.
  
  The base support network listed says *******. Why have a btc address on your funding page like its an unsupported network. 
  
  Lets be clear:
  
  I did not send funds to some random or invalid address. I sent it to your listed wallet.
  Base is not some obscure chain its used across ***** DeFi platforms.
  You admit recovery is possible you just refuse because its a low amount.
  You still received the funds. You just dont want to return them.
  
  
  
  
  This isnt about network support anymore. This is about a ***** casino keeping $20 from a new customer because you cant be bothered to add a warning or absorb a small, recoverable error one created entirely by the way your platform is designed. Thats not fair, and its not ethical.
  
  
  Most platforms would have refunded this as a gesture of good faith, or at the very least, made it impossible to complete a transaction via an unsupported method. Instead, youve shifted all responsibility to me while pocketing the funds.
  
  
  Ive documented everything
  ! The base address is on their website. Their support team admitted recovery is possible, but refused because it was a low amount. How do I recover it myself then? Who do I reach out to? Exactly! 
  
  
  But Im still hoping Stake will do the right thing credit my account with the lost amount or return the funds to my wallet.
  
  Its no resolution here just off the strength of them. How savage! 
  
  Sincerely

  Customer Answer

  Date: 05/13/2025

  Consumer

  Most Recent Message

  Date Sent: 5/13/2025 2:29:26 PM
  Dear Stake.us Support,
  
  
  This will be my final attempt to ask your team to act responsibly.
  
  
  I sent $20 in USDC to the wallet address listed on your own website using the Base network, which is a fully operational blockchain. Nowhere during the process was I warned that this would result in a complete loss. There was no error, no prompt, and no rejection of the transfer. I had to contact support just to find out what went wrong. Thats not user error thats failure to inform.
  
  The base support network listed says *******. Why have a btc address on your funding page like its an unsupported network. 
  
  Lets be clear:
  
  I did not send funds to some random or invalid address. I sent it to your listed wallet.
  Base is not some obscure chain its used across ***** DeFi platforms.
  You admit recovery is possible you just refuse because its a low amount.
  You still received the funds. You just dont want to return them.
  
  
  
  
  This isnt about network support anymore. This is about a ***** casino keeping $20 from a new customer because you cant be bothered to add a warning or absorb a small, recoverable error one created entirely by the way your platform is designed. Thats not fair, and its not ethical.
  
  
  Most platforms would have refunded this as a gesture of good faith, or at the very least, made it impossible to complete a transaction via an unsupported method. Instead, youve shifted all responsibility to me while pocketing the funds.
  
  
  Ive documented everything
  ! The base address is on their website. Their support team admitted recovery is possible, but refused because it was a low amount. How do I recover it myself then? Who do I reach out to? Exactly! 
  
  
  But Im still hoping Stake will do the right thing credit my account with the lost amount or return the funds to my wallet.
  
  Its no resolution here just off the strength of them. How savage! 
  
  Sincerely

   

  Business Response

  Date: 05/13/2025

  Hey there!

  We regret to inform you about the issue you experienced, however, please be advised that if a network is not listed under the coin you untended to use for a purchase, it cannot be used on our platform. At this time, we do not support the BASE network for any of the coins offered. 

  I under understand that your case was referred to the appropriate team, Funds Recovery, where you inquired about the possibility of recovering the transfer. As you were informed, a recovery is unfortunately not feasible due to the low transaction fees. 

  Regrettably, we are unable to reimburse any purchases made to your account, as outlined in our Terms of Service, Section 7.2 Gold Coin Purchases, available here: *********************************************

  We strongly encourage you to exercise caution and verify all transaction details before confirming any future purchases.

  Kind regards!

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Stake.us for refusing to refund $8,500 lost through unwinnable games and for failure to honor transparency or proper dispute channels.Their crash game crashed at 1.00x on multiple occasions, which is mathematically unwinnable by any player given the game starts at 1.00x. When asked to verify fairness, they placed the burden of proof on the user while retaining full internal access. Furthermore, instead of assisting with resolution they suspended my account after asking coercing questions. I am requesting full reimbursement and closure of my account.

  Business Response

  Date: 05/07/2025

  Hey there,

  Thank you for contacting us.

  Regarding the unwinnable rounds of the game mentioned, there isn't any kind of issue on the matter, as the nature of the games is that they are not guaranteed to yield positive outcomes at any given time, granted that they are luck based game.

  The thing is that no game with guaranteed wins can exist. If the Crash game had to result in at least 1.01x, everyone could simply spam 1.01x and multiply their tokens endlessly. As with any game, outcome can be either winning or losing one.

  The outcomes of the Crash game can be verified through the provably fair system either through our platform, or through 3rd party platforms. All information regarding provably fair system can be found on the site explained in detail on how it works as well.

  There weren't any irregularities, and everything was operating exactly as it should. Regrettably we are not able to comply with the request for refund, as there wasn't anything that would warrant it, and refunds on standard purchases are against our Terms of Service.

  Kind Regards! 

  Customer Answer

  Date: 05/13/2025

  I am rejecting this response because:   

  This response fails to address the core issue: Stake.us has confirmed that its Crash game includes 1.00x rounds, which are mathematically unwinnable. These are not luck-based outcomes they are engineered zero-chance losses, not disclosed in gameplay or Terms of Service.

  
  I specifically requested a round-by-round audit to validate fairness and outcome accuracy. Stake.us refused to provide this, instead referring to generalized system statements and citing Terms of Service as their defense.
  Additionally, Stake.uss support team engaged in coercive questioning that led to an account lockout under the pretense of mental health concern, but without consent or behavioral qualifications. This was used to justify restricting my access to the platform following financial losses.

  
  I am pursuing this through additional regulatory and legal avenues and request that BBB maintain this complaint as unresolved.

  Business Response

  Date: 05/13/2025

  Hey there!

   

  Thanks for reaching out to us.

   

  We have reviewed the player's account when they reached out to us regarding the "unwinnable" rounds and explained everything in detail, on how the game works, as well as how they can review the outcome of the game to make sure everything was played out and settled accordingly to their account. All of the Stake Original games are based on a Provably Fair system that is based on a seed pair, which players can later use to verify the outcome of their rounds. 

   

  As for a reimbursement, we do not offer any kind of refunds for purchases made towards their account or tokens used for their gameplay. This is all stated in our ToS (section 7.2), to which each player has to agree before proceeding onto the platform. 

   

  Furthermore, we truly care about our players and their wellbeing. Even though Stake.us is a Social Casino, where users can play completely for free, simply by claiming bonuses and promotions that we offer, we also understand that it can pose a risk to some. That's why we have procedures in place when we notice a player starts showing signs of problem gaming. We ask additional questions in order to get more information from the player and get an elaboration on their statements, then we react accordingly to those statements. 

   

  We will leave an attachment from our ToS stating that we reserve the right to act and restrict player's account, if needed, section 6.6. 

   

  We are here for any additional inquiries. 

   

  Kind regards!

  Customer Answer

  Date: 05/23/2025

  I am rejecting this response because:

  This rebuttal addresses the core issue Stake.us has not acknowledged: the presence of 1.00x Crash rounds that are mathematically unwinnable. These are not random losses they are guaranteed zero-chance outcomes that are not disclosed to the player prior to engaging in gameplay. This constitutes deceptive game design.
  Stake.us refused to provide a full gameplay audit when requested, citing generalized Provably Fair language while denying transparency at the round level.
  Furthermore, my account was restricted following a conversation in which support staff steered me into emotionally sensitive admissions. This was not a professional behavioral evaluation, yet it was used to lock my account and dismiss my claims.
  I am pursuing this with the *** and Texas Attorney General and request BBB maintain this complaint as unresolved.

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to withdraw as usual and noticed it wouldnt let me via bank transfer. I asked an agent why when i did bank transfer before and they said they changed their policy and i had to make a purchase with a card first. So listening to them I did a card top up and imagine my surprise when they said i have to use 3xs the amount I received in order to redeem my cash. This was such a disgusting misleading thing to do and the customer service is unbelievably useless and rude. I had no way of reversing the charge and wasnt offered any sort of help! I am asking for my $70 back because I did not know this was how this website operated nor did it state anywhere during purchasing that this was the case!!!!!

  Business Response

  Date: 05/13/2025

  Greetings!

  We are truly sorry if our response confused the customer, however, terms and conditions about purchases/redemptions are clearly displayed in our ToS: ****************************************************** Stake.us, when a customer makes a purchase and receives SC for free, a 3x playthrough requirement is applied on that specific amount. Having this in mind, in order to redeem any tokens, a customer needs to play with at least 3x the amount of SC received for free. This requirement applies to all purchases, regardless if it's a card or crypto purchase.

  Our customer service representative has notified the customer that they will not be able to use Bank Wire for redemptions unless they have made a purchase with a card previously. We are once again sorry if this caused a confusion for this customer, but we were just informing them how the bank wire redemptions work.

  We are here for any further clarification.

  Kind regards!

  Customer Answer

  Date: 05/13/2025

  I am rejecting this response because:   It is a sad excuse for a clearly misleading statement given to me. 

  Business Response

  Date: 05/13/2025

  Hey there!

   

  We are apologies if there was a misunderstanding between a player and our support ***resentative, however, our agent has explained to the player that, due to a recent change, they won't be able to make any Bank Wire redemptions, unless they make a Card purchase before that. 

   

  Afterwards, our *** has explained on how a purchase can be made through a Card in order to assist the player with their issue. 

   

  As for a play through requirement we have on the platform, it is neatly explained in our ToS (*********************************************), section 13. redemption of Prizes, where it states, and I quote: 

   

  "With the exception of Stake Cash won through Promotional Play, all Participants are required to play their Stake Cash three (3) times before they are eligible to be redeemed for Prizes."

   

  Each player is required to agree to our Terms of Service when they register to the platform before they can proceed with playing. 

   

  We are here for any additional questions or inquiries the player may have.

   

  Kind regards! 

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was playing Live Baccarat by provided Iconic21 who partners with stakeUS. During gameplay the dealer pulled 2 cards and once and scanned the bottom one first. This would naturally be the second card drawn. They then went and scanned the top card. This resulted in the banker winning with a natural instead of a draw to determine the winner/tie. The dealer called a manager to correct it but the manager did not come and ended the round. Their support said i would be credited for the gameplay and to refresh. However after multiple hours i did not receive anything. They told me to reach out to stake support. Stake support then said that since there was an error in the game they cannot give me my money back since it has been "spent". AKA since their partner messed up, i cannot get my $200 back. This is straight up scamming as there was an error in the game and they did not properly fix it. Instead they kept my money and moved on. I have attached a few screenshots but have more video and screenshot proof of all chats.

  Business Response

  Date: 02/17/2025

  Greetings.

  We've already provided you with all the updates we've received from the provider directly.

  We have sent another inquiry to Game Provider, to check everything once again and we will inform you about the outcome via Support.

  We appreciate your patience and understanding.

  Kind regards.

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   I attached the documents showing i reached out to the provider directly and their response was that i would be credited.. Your own customer support acknowledged there was an error but said they are unable to refund since it was an error. However, if this is the case you all could claim an error on every game and keep everyone's ******.  I further asked to speak to a manager on this but was also denied the simple privilege of speaking to a manager. I tried multiple times but ***** continued to say i cannot talk to a manager. Please provide video evidence this was resolved properly as the provider has even stated directly to me that i should be credited. 

  Business Response

  Date: 02/17/2025

  Hello there!

  We have re-escalated this issue with the game provider directly, to double check everything and provide you with all of the information we possibly can. 

  Please be a bit more patient and we will update you on this directly through our Customer Support chat. Once we have some news and send you an update, you should receive an email, as well as notification on Live Support chat. 

  We appreciate your patience and your understanding on this matter.

  Kind regards!

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   I still have not heard back from stake. My messages to their support staff are not even being responded to by their teams. 

  Customer Answer

  Date: 03/16/2025

  They resolved the issue and sent video of the hand. I still strongly disagree with them saying they cannot do anything about "Spent" money when there is an error.

  Customer Answer

  Date: 03/16/2025

  They resolved the issue and sent video of the hand. I still strongly disagree with them saying they cannot do anything about "Spent" money when there is an error.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Representative,I am filing a formal complaint against Stake.us (operated by Sweepsteaks Limited) due to an unresolved issue involving my account and balance.I attempted to verify the fairness of my gameplay due to concerns about potential errors, but the verification system failed repeatedly. When I contacted Stake.us support, they either ignored my inquiries or failed to resolve the issue. My play balance also glitched, and I have not received any clear response or resolution.I am requesting that Stake.us either restore my lost play balance or provide a full, transparent explanation of what happened. I believe this situation reflects unfair or deceptive business practices, and I would like the BBB to review this case.

  Business Response

  Date: 01/29/2025

  Hello there.

  We have checked everything needed and provided user with the detailed explanation about how they can verify the round played on Stake Original games. The only case where the round verification won't work is when the user inputs wrong information.

  No balance is missing from their account, as it has been updated correctly, according to their gameplay.

  In case the user needs further assistance with verifying rounds played on Stake Original games, they can contact us and we will be more than happy to help.

  Kind regards.

  Customer Answer

  Date: 02/07/2025

  I just want to clarify My account on their site is under the email provided in these additional docs and I am filing this complaint with my personal email/information. 
  
  Dear Better Business Bureau,
  I am submitting this follow-up regarding my complaint against Stake.us for deceptive business practices and financial misrepresentation.
  To provide further clarity, I have attached a file containing the full email chain between myself and Stake.us support, along with screenshots of their platform displaying my in-game Gold Coin balance in USD equivalent ($4,836.29). My balance currently is over $9,100 USD but I cannot do anything with it.

  
  Key Issues:
  Stake.us originally displayed my balance in USD, leading me to reasonably believe my balance held redeemable monetary value.
  When I attempted to withdraw or redeem my balance, Stake.us refused and later removed the USD display, dismissing it as a visual glitch.
  I made financial decisions based on their misleading display, and their refusal to acknowledge responsibility has left me with a significant financial loss.
  Stake.us support has provided contradictory responses, shifting blame and refusing to engage in any resolution.

  
  Purpose of This Follow-Up:
  I am submitting this additional documentation to strengthen my complaint and request further investigation. Given the misleading nature of Stake.uss representations, I ask the BBB to take appropriate action in holding this business accountable.
  Please confirm receipt of this follow-up and let me know if any additional information is required.

  
  Thank you for your time and assistance.
  

  Customer Answer

  Date: 02/07/2025

  Dear Better Business Bureau,

  
  I am formally rejecting Stake.uss response as it fails to address the core issue of my complaint: their misrepresentation of Gold Coin (GC) balances in USD and their refusal to honor the implied value.

  
  Why I Am Rejecting Their Response:

  Stake.us displayed my GC balance in USD ($4,836.29), leading me to believe it held redeemable value and caused me to buy more.
  After I attempted withdrawal, they denied redemption and removed the USD display, calling it a visual glitch.
  If this were truly a glitch, it persisted long enough for me to make financial decisions based on the displayed value (balance now equal to $9,100 USD)
  Their response does not acknowledge the harm caused by this misrepresentation, nor do they offer any resolution.
  I am requesting that Stake.us be held accountable for misleading consumers and that the BBB take appropriate action in escalating this matter.

  
  Thank you for your time.

  Please confirm receipt of this rejection.

  Business Response

  Date: 02/07/2025

  Hello there.

  We have just received your email regarding the issues you previously experienced. 

  Please know that we take fairness and transparency very seriously so we need to escalate the issue to our team in charge and they will check everything thoroughly.

  Hopefully, this matter will be resolved soon. 

  Kind regards.

  Customer Answer

  Date: 02/07/2025

  I am rejecting this response because:   

  I am rejecting Stake.uss response as it does not provide any new information or resolution.

  
  I already attempted to resolve this issue directly through their support (as shown in the attached email communications).

  
  Each time, Stake.us refused to take responsibility for displaying my Gold Coin balance in USD ($4,836.29) and later dismissed it as a "visual glitch." I am also attaching My current balance which I expect to be paid out at the same rate I was shown initially. (Stake showed a conversion ratio of 100:1, GC:USD so my 95M is valued at $9,500 USD.) Again I am requesting a simple refund to return my balance to me for permanent exclusion from their site indefinitely.

  
  Their claim of "escalating the issue" is not a resolution, especially given that I have already gone through this process with them before with no meaningful outcome.
  I request that Stake.us provide a direct response with a proposed resolution rather than delaying the matter further.

  
  Thank you for your time, and I look forward to your assistance in holding this business accountable.

  Customer Answer

  Date: 02/07/2025

  Dear BBB,

  I am submitting this additional response to highlight contradictions in Stake.uss statements and explain why their visual glitch defense is legally insufficient.

  1. Stake.us Admits the USD Display Existed, Regardless of Intent, Stake.us acknowledged that they displayed a USD value for my Gold Coin balance, stating:
  "We sincerely apologize about the glitch, that was merely visual and our team made sure to resolve it as quickly as possible."

  The issue is not whether this was an accidentthe issue is that I (and likely others) relied on this displayed USD value when making financial decisions.
  Even accidental misrepresentations can still be deceptive business practices under consumer protection laws.

  2. Their Personal Responsibility Argument Is Misleading, Stake.us states that:
  "You should only spend what you can afford."

  This is a deflection that ignores the real issue: I made financial decisions based on misleading information they provided.

  Legal Parallel: If a retailer advertised a fake discount to encourage purchases and later said, Well, you should have only shopped if you could afford full price, that would not absolve them of false advertising.

  The law exists to protect consumers from spending based on misleading business practices.

  3. Their Your Decisions Are Your Own Argument Ignores Their Role, Stake.us also stated:

  "It is up to you to ensure you are making correct decisions as they are yours alone to make."
  

  However, I made my decision based on the financial information that THEY providedand that information was false.
  

  Legal Parallel: If a car dealership falsely advertised a vehicle as having ****** miles when it actually had *******, they cant tell the buyer Well, it was your responsibility to make the right decision. Thats fraud.

  4. This Is Not Just My Fault This Is a Consumer Protection Issue/

  
  Stake.us knowingly displayed financial information that misled consumers.
  

  Their claim that it was a glitch does not erase the fact that it influenced spending.
  

  Their attempts to shift blame onto consumers are legally irrelevant.

  If they displayed incorrect financial data for long enough that consumers acted on it, they are responsible.

  Given that Stake.us admits the misleading information existed but refuses to take responsibility, I request that the BBB further investigate this matter and hold them accountable for misrepresentation.
  

  Thank you for your time and attention. I look forward to your response.

   

   

   

  Customer Answer

  Date: 02/13/2025

  Just want to follow up regarding this matter; Still have heard nothing in regards to a resolution or contact of this issue. My balance is still stuck and I am unable to take any balance out.

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a first time participant of the sweepstakes program at stake.us I sent in my postcards in August and its now December and support tells me they are too far behind because its a manual review process. That is not my problem. Stake.us has the revenue to increase their staff and process these in a timely ********* one will do sweeps at this rate and their sweeps program is the only thing keeping them legal in the ***. Class action lawsuit cooking here.

  Business Response

  Date: 01/02/2025

  Hello there.

  The huge influx of mail at one point almost brought the process to a crawl.

  Certain measures are being worked on to try and speed up the turnaround time, hopefully soon.
  
  The team is working on improving their process, and staffing, but I wouldn't be comfortable giving any *** predictions right now.
  

  The most likely scenario is that the postcards (envelopes) have been received, just weren't processed yet.

  Kind regards.

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because:   This is unacceptable. You have the means and resources to fix this immediately but you don't because it doesn't benefit you. You exploit the sweepstakes law loophole. 
  

  Business Response

  Date: 01/06/2025

  Hey there!

  Unfortunately, due to the growing and significant volume of request cards we are receiving, there are delays with our processing.

  We recently dedicated more resources to speed up the process, but it will still take a while for us to get through the backlog.
  
  On a related note, if your requests comply with the rules set out in our Terms of Service, you will have no need to worry as you will be credited Stake Cash.
  
  In the meantime, we thank you for your patience.

  Kind regards!