Online support thanks for nothing now I understand the bad reviews

[girliegirl]

First of all I know I made a mistake but the explanation from Support is garbage

 

I withdrew monday 2700 doge to my wallet today I sent 3000 doge back to the sending wallet. I know I should have checked the wallet but I am not that big into crypto so I thought sending wallet is same as receiving. When I contacted support to see if there was anything they could do to help me I got a story that didn't make sense. First it was please wait a second we will fix this for you. Then it was we found it it was already credited to another user. Then it was accounts are shared and do not belong to one user. How do I know this other account really exists and it is not something that people from support keep ? After asking thiss I got the nothing we can do kind regards comment so with other words go and play. 

[ROkenTratENsaV]

2 hours ago, girliegirl said:

First of all I know I made a mistake but the explanation from Support is garbage

 

I withdrew monday 2700 doge to my wallet today I sent 3000 doge back to the sending wallet. I know I should have checked the wallet but I am not that big into crypto so I thought sending wallet is same as receiving. When I contacted support to see if there was anything they could do to help me I got a story that didn't make sense. First it was please wait a second we will fix this for you. Then it was we found it it was already credited to another user. Then it was accounts are shared and do not belong to one user. How do I know this other account really exists and it is not something that people from support keep ? After asking thiss I got the nothing we can do kind regards comment so with other words go and play. 

Makes sense to me kinda.

I mean if you would deposit 10 Doge to your deposit address.
If you would win 100 Doge with that deposit and wanting to withdraw they would need to send money elsewhere to your deposit address, before they could send that money to your withdrawal wallet. Doing it this way makes no sense and could get rather expensive + time consuming for something like BTC.

So basically you send money to your deposit address and if you do withdrawal they send money from some hot wallet that got enough funds to pay you. After a while they might transfer funds from your deposit address wallet to elsewhere. This works, because deposit wallet isn't your own wallet and site balance isn't based on how much funds that wallet have. 

Need to check deposit page every time you're doing deposit that you're sending it to correct wallet.

[Richmund]

careful next time buddy

[tptptp]

Should always remember to double check when using wallets .

[girliegirl]

I know my fault but I was irritated that Support treats me as an idiot.

[Nyx878]

On 4/23/2022 at 8:35 AM, girliegirl said:

I know my fault but I was irritated that Support treats me as an idiot.

You sent money before checking if it was the right address... are you not an idiot? 

[girliegirl]

5 hours ago, Nyx878 said:

You sent money before checking if it was the right address... are you not an idiot? 

you miss the point, yes I am stupid but an idiot should be treated with the same respect as any other customer. Well reading how badly customer support treats other players my wish came true.

[ramanslop0]

that's crypto bro once sent to wrong address you cannot recover  but yes respect is expected from support and they have been nice to me always not sure what went wrong for you

[Ivica]

Hey girliegirl! ☺️

 

I've thoroughly investigated your case, and unfortunately you have indeed sent the funds to the address that belongs to another player.

Please try to understand that we are not able to deduce funds from any stake account, therefore there was nothing that we could do to assist at that time.

 

Maintaining company wallets is not exactly the same as personal ones, thus the confusion since same addresses are used for different purposes.

Those funds are permanently lost unfortunately, but if you would like a more detailed explanation, feel free to contact our support team, and we will gladly provide it.

 

We are always here to help! 😉 

[girliegirl]

Thanks for looking into it but sorry I didn't asked support to deduce funds from any account neither to give me my money back. I asked them to be an intermediate between me and the receiver. It might be one of those high roller who didn't even noticed a small plus on his account. Or a very slight chance a good person who would give (a part of) it back. That was a simple request which was denied by customer support.  How do I know it was really send to someones account and not to one of the support peoples accounts ? I will never ever contact the support team again I rather eat my hat. 

[Ivica]

No problem, we are here to assist any way we can. 🙂

I am sure that you understand that we are not able to provide information about other players based on the Privacy policy.

You surely wouldn't want us to provide your info to anyone else. 🤷‍♂️

But you can contact support and ask for me personally, and I will do my  best to explain everything in detail.

 

Sorry that you feel that way about support, since we are always doing our best to assist our players. 😑

[J-Dawg]

Do I understand this correctly?

The user girliegirl withdrew 2700 Doge. And the wallet address that the user received this 2700 Doge from, girliegirl then sent a payment of 3000 Doge to.

Logically, that wallet should/would be a Stake controlled "hot wallet"

But instead, it is a users wallet? So a user controlled wallet is where girliegirl received her 2700 initial withdrawal from?
 

[girliegirl]

15 minutes ago, Ivica said:

I am sure that you understand that we are not able to provide information about other players based on the Privacy policy.

I didn't ask that either. That is why I asked Stake Support to be an intermediate. Is it so difficult to reach out to that player without telling me his name ?

19 minutes ago, Ivica said:

 

But you can contact support and ask for me personally, and I will do my  best to explain everything in detail.

 

 

I don't want to eat my hat so thanks but no thanks.

[nicofeatbvb]

Lucky guy who got his monthly because of you haha

[PaScal161616]

Probably wouldnt hurt to consult a 3rd party arbitrator like Askgamglers. Best of luck 

If you do launch a complaint, you might consider the following:

Terms of Service

7. Deposits

Funds cannot be transferred from your Stake Account to the Stake Account of another Player.

8. Withdrawals

If we mistakenly credit your Stake Account with winnings that do not belong to you, whether due to a technical error in the pay-tables, or human error or otherwise, the amount will remain our property and will be deducted from your Stake Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

[Triskelionako]

I agree

[girliegirl]

36 minutes ago, PaScal161616 said:

Probably wouldnt hurt to consult a 3rd party arbitrator like Askgamglers. Best of luck 

If you do launch a complaint, you might consider the following:

Terms of Service

7. Deposits

Funds cannot be transferred from your Stake Account to the Stake Account of another Player.

8. Withdrawals

If we mistakenly credit your Stake Account with winnings that do not belong to you, whether due to a technical error in the pay-tables, or human error or otherwise, the amount will remain our property and will be deducted from your Stake Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

@Ivicaany explanation on the above ?

Thanks @PaScal161616

[Snickers]

14 minutes ago, girliegirl said:

@Ivicaany explanation on the above ?

Thanks @PaScal161616

They didnt credit another player by accident, you did. So the rule doesnt really apply.

[girliegirl]

14 minutes ago, Snickers said:

They didnt credit another player by accident, you did. So the rule doesnt really apply.

It is more the last line. "In the event of an incorrect crediting, you are obliged to notify us immediately by email." I notified them did the receiver do ?

[Snickers]

1 hour ago, girliegirl said:

It is more the last line. "In the event of an incorrect crediting, you are obliged to notify us immediately by email." I notified them did the receiver do ?

Maybe its an inactive account, there are thousands of those I guess. And maybe he never saw it because to be fair its not that much money also, considering there are plenty of high roller around now.

[paul4840]

@girliegirli just want to let you know, that the statement:"Please try to understand that we are not able to deduce funds from any stake account, therefore there was nothing that we could do to assist at that time." from the support is wrong. 

i once sent 10$ to a wrong user and support helped me in this cases and sent the 10$ back to me with the reminder to be careful next time... 

[girliegirl]

38 minutes ago, paul4840 said:

@girliegirli just want to let you know, that the statement:"Please try to understand that we are not able to deduce funds from any stake account, therefore there was nothing that we could do to assist at that time." from the support is wrong. 

i once sent 10$ to a wrong user and support helped me in this cases and sent the 10$ back to me with the reminder to be careful next time... 

@Ivicaplease respond to this as well why @paul4840was helped

[vrecluse]

The issue here is simple though @Ivica, if the user sent money by mistake to a certain user, you do definitely have the contact information of that user, and can contact that user that there were money sent there by mistake, and return the transaction back to the original sender.

in this case it would be girliegirl.

As a web developer and a programmer I do not see any issues or hardships with cancelling the transaction that has been made, reverting it to what it was, it works simply like a rejected bet.

I do believe that the user that received this money, if it is an active account, should give the money back, with or without consent as this was a mistake that has been done, and also reported by the sender him/herself, which in this case the sender can obviously prove within his/her transaction history that this has been done, and asks this to be reverted.

The receiver, if an active user, would not mind if that money is taken away, as it is not his/hers to begin with in the first place, and it was a mistake, which can be explained via his/her contact details by you (Stake).

If the receiver is however an inactive user, which you also can see in your system, then the money can also be returned, and still send out an explanation letter via E-Mail to the user to what has happened.

I do not see any harm what so ever with this, and there is no need for you as a Stake Support to share any information about this user that received money by mistake, as you do have that information and the needs and permission to make these changes happen without any issues.

[PaScal161616]

1 hour ago, girliegirl said:

@Ivicaplease respond to this as well why @paul4840was helped

Open a case on askgamblers so everyone who considers joining this site can start to see how players are treated. Include all info. It'll help you as well as others. A lot of people view these things before deciding whether they should trust a casino with their money. Also leave a review. Their current 8/10 stars is entirely misleading and, quite frankly. absurd. 

1 hour ago, vrecluse said:

The issue here is simple though @Ivica, if the user sent money by mistake to a certain user, you do definitely have the contact information of that user, and can contact that user that there were money sent there by mistake, and return the transaction back to the original sender.

in this case it would be girliegirl.

As a web developer and a programmer I do not see any issues or hardships with cancelling the transaction that has been made, reverting it to what it was, it works simply like a rejected bet.

I do believe that the user that received this money, if it is an active account, should give the money back, with or without consent as this was a mistake that has been done, and also reported by the sender him/herself, which in this case the sender can obviously prove within his/her transaction history that this has been done, and asks this to be reverted.

The receiver, if an active user, would not mind if that money is taken away, as it is not his/hers to begin with in the first place, and it was a mistake, which can be explained via his/her contact details by you (Stake).

If the receiver is however an inactive user, which you also can see in your system, then the money can also be returned, and still send out an explanation letter via E-Mail to the user to what has happened.

I do not see any harm what so ever with this, and there is no need for you as a Stake Support to share any information about this user that received money by mistake, as you do have that information and the needs and permission to make these changes happen without any issues.

I know, right? This is literally the exact procedure Stake would employ if Stake accidentally overpaid or sent someone funds erroneously. I mean its pretty much right there in the terms of service..

[badaohjj262005]

it's the stake's fault please inbox support to get it fixed