Error grave en compra de bonus – Respuesta inaceptable de soporte

[Braanboom]

Hello Stake community,

I want to make public a very serious problem with a bonus purchase on Sugar Rush. I bought a bonus that showed a cost of $60,000 in Argentine pesos (ARS), but the system ended up discounting $1,200,000 ARS, without any clear warning. I have video evidence that clearly shows the initial value and how it was processed.

I contacted support, escalated the case, delivered all the requested material, and even so they closed the claim saying that "it is another way to show the same amount", using the "$" symbol, which is totally confusing and misleading, especially considering that my account is configured in local currency.

The most serious thing is that they do not assume the interface error or offer any compensation, and close the topic with a simple "you are free to do what you deem convenient."

I demand that they review the case seriously and that Stake is responsible for this type of failure that directly affect the balance and the user experience.

I have all the videos and captures where it shows what happened clearly

Braan Boom

[CulitoFuerte]

There is no failure, This is simply user error. You tapped on the balance and switched to credit without noticing maybe. This is how many slots work for years...
Sorry but they are right

[Braanboom]

I appreciate the explanation, but just because a system has “worked this way for years” doesn’t mean it’s not confusing or problematic.

 

In my case, the interface showed “$60,000” with no clear indication that this was a credit value and not Argentine pesos, which is the currency I had selected. That ambiguity between local currency and in-game credits is a design flaw, not user error.

 

If something can easily be misinterpreted — especially when real money is involved — then the responsibility also lies with the platform that presents it, especially when there is no clear warning or confirmation showing the actual value in the selected currency before finalizing the purchase.

 

I’m not asking for a system overhaul, but I do think this case deserves a fair review. I also strongly suggest that Stake considers adding clearer warnings or confirmations before large bonus buys, to avoid this kind of confusion for other users.

 

Thank you.

[CulitoFuerte]

Maybe I misunderstood. So the problem is is that you got tricked in doing a bigger bet, right?
But you are saying that even when in credit mode, it was still showing the Currency sign????? Tricking you in making a very large bet?
Well that's another story. But I don't see how is that possible. Can you share the video you mentioned?
In your screenshot I don't see any $ sign. It's very clear that you are on Credit Mode

 

I don’t want to be mean or anything, but it still looks like a user error to me.
Today, I also made a big mistake and lost my entire balance.
I was playing on Auto and thought I had set my bet to $0.0001, increasing it by 100% after each loss — but it was actually $1 😅
Thank God I didn’t have a few thousand in there!

Edited July 27, 2025 by CulitoFuerte

[Braanboom]

Hace 14 horas, CulitoFuerte dijo:

Tal vez entendí mal. Así que el problema es que te engañaron para que hicieras una apuesta más grande, ¿verdad?
Pero estás diciendo que incluso cuando estaba en modo de crédito, todavía mostraba el signo de moneda????? ¿Engañarte para que hagas una apuesta muy grande?
Bueno, esa es otra historia. Pero no veo cómo es eso posible. ¿Puedes compartir el vídeo que mencionaste?
En tu captura de pantalla no veo ningún signo $. Está muy claro que estás en modo de crédito

 

No quiero ser malo ni nada, pero todavía me parece un error del usuario.
Hoy, también cometí un gran error y perdí todo mi equilibrio.
Estaba jugando en Auto y pensé que había establecido mi apuesta en 0,0001 $, aumentándolo en un 100 % después de cada derrota, pero en realidad era de 1 $ 😅
¡Gracias a Dios que no tenía unos cuantos miles allí!

Thanks for your response. I totally get that mistakes can happen — we’ve all been there, and I appreciate you sharing your own experience.

 

But in my case, I really believe it’s not just a user error. When I placed the bet, the interface still showed values in ARS (Argentine pesos), not in credits — at least not clearly enough. I even have a video that shows the transition and how it might mislead someone who’s not familiar with how the balance display works.

 

If you’d be open to it, I can share the clip so you can see exactly what I’m referring to. I think it might help clarify why I feel it was misleading, especially for users who aren’t switching between currencies regularly.

 

I’m not blaming anyone, just pointing out that maybe this could be improved for transparency.

[CulitoFuerte]

Upload it to youtube and paste the link here

[Braanboom]

 

https://youtube.com/shorts/PWnaq3J-9VA?si=ujZJNychGz-qe2Wt

[CulitoFuerte]

Yeah, I'm sorry friend, all I see is that you played on credit mode