My complaint:
I’ve been playing on Stake.com for over two years without issues until a recent incident involving Baccarat.
While placing bets during a Baccarat round, I mistakenly clicked on the “Perfect Player” side bet for 1000 CAD. Realizing the mistake immediately, I clicked the “Undo” button, and the amount was returned to my balance, clearly showing the action had been registered.
However, when the game proceeded, the bet was still accepted and deducted from my account. I contacted Stake support and provided the bet ID and details. After reviewing, they responded that the game was settled correctly and claimed no technical issue was found. They also mentioned that a bad network connection could have caused the issue, essentially placing the blame on the user.
I believe this was either a technical glitch or a system lag that caused the undo command not to register properly server-side, despite appearing to work on my end.
This led to a 1000 CAD loss on a bet I never intended to place. I am requesting a full investigation of this round and a refund of the incorrect bet.
Thank you for taking the time to look into this matter. I’m happy to provide screenshots or chat transcripts from Stake support if needed.
Suggested solution:
I will be satisfied when the 1000 CAD bet that was mistakenly accepted after I clicked Undo is refunded, as I did not intend to place that bet. I believe the issue was caused by a system glitch or delay in processing the undo action. A refund of the amount, along with a review of how this issue occurred, would resolve my complaint.
I expect a full investigation into the system issue that caused my bet to be accepted despite my attempt to undo it. I request a refund of the 1000 CAD, as I never intended to place the bet. Additionally, I would appreciate a clear explanation of the technical process behind the “Undo” feature and how it failed to work properly in this instance. I would also like to see improvements to ensure this type of issue doesn’t occur again in the future.
