StakeMania Casino - Player’s winnings have been confiscated.

Good day,

I deposited €7,000 and lost it. After that, I deposited €800 of real money, which resulted in winnings.

The casino automatically credits rakeback (cashback), which is usually 10% to 20% of the previous week’s losses.

To be on the safe side, I contacted the casino support and asked which conditions applied when playing with rakeback. The casino informed me in writing that the rakeback was not bonus money, but real money. They stated that there was no maximum bet limit and that I only needed to wager the amount once.

To make absolutely sure, I played with a maximum stake of €3 until I had completed the wagering requirement for the rakeback.

When I attempted to withdraw my winnings, I was required to complete verification. The verification repeatedly failed due to poor photo recognition, non-functioning verification links, and technical errors on the website. After two weeks and daily attempts to verify my account, I was finally verified.

The casino then informed me that comprehensive investigations would be carried out to verify the winnings. My gameplay was analyzed, and the game provider was contacted. Four days later, I received an email congratulating me on my winnings and confirming that everything was in order.

After that, I made 40 withdrawal requests of €500 each, since the casino only allows withdrawals of €500 per day. I received the first two payments (€500 x 2). However, when I did not receive any payments on Friday and Monday, I contacted support again.

Suddenly, they claimed that I had exceeded the maximum bet limit while playing with rakeback and had therefore violated the Terms & Conditions. As a result, €19,940 was confiscated, and only €60 remained in my account.

They have not responded to any further emails.

The casino informed me of the conditions in writing.

After conducting extensive investigations, the casino confirmed that everything was fine and even congratulated me on my winnings.

It is not understandable why the entire balance was confiscated, especially since I also achieved winnings using my €800 real-money deposit.

At no point did my account display any bonus balance. Only real-money funds were shown.

I have screenshots and evidence to support my statements.

The casino refuses to disclose the ADR provider that they are required to appoint under the CAG by June 2026 (according to LOK), does not communicate with me, and there have already been similar cases.

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Dear Dragi,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm whether you are aware of placing any bets that exceed the allowed limit?
• Additionally, could you please provide a screenshot of your bonus history?
• Lastly, could you let us know if the rakeback was included as part of the Rewards Calendar?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good day,

Since nothing in the T&Cs mentions rakeback or the related playing conditions (and according to LOK, the T&Cs are the governing rules), I proactively contacted the casino to ask what the conditions were. The casino confirmed to me in writing that rakebacks are not bonuses, but real money. The employee stated that there were no betting limits. I was only required to wager the rakeback amount once (for anti-money laundering reasons) in order for it to become withdrawable real money.

When my account balance reached €20,000, my gaming activity was investigated for several days, and no issues were found. Yesterday, however, I was informed that somewhere on the website (not in the T&Cs) it states that rakeback may only be played with a maximum stake of €5. (Rakebacks are not bonuses, and according to the T&Cs, different conditions apply to bonuses.) As a result, €19,940 was confiscated.

The casino also confiscated winnings that I generated with real money, on the grounds that at some point I had exceeded the betting limit while playing with rakeback funds. However, the casino kept all of my deposits. Furthermore, I had already played with rakeback on the very first day and had also placed bets higher than €5 after wagering the rakeback amount once. The subsequent deposits were retained by the casino, while the winnings were seized.

It is also unclear which winnings were supposedly generated with real money and which with rakeback, and why winnings generated from deposits (without bonuses) were also voided.

Yes, I did place bets higher than €5, but only after I had wagered the rakeback funds once. At that point, I believed I was playing with real money. Since the T&Cs contain nothing about this issue, I relied on the statements made by the casino employee, who should undoubtedly be familiar with the applicable T&Cs. Otherwise, this would amount to deception or fraud.

Unfortunately, I cannot currently provide screenshots. I can see the individual bets, but only 10 per page, and I would have to click through thousands of entries.

Yes, as far as I know, the rakeback is part of the rewards calendar.

When playing with bonus money at the casino, an error message appears if you exceed the betting limit. This doesn't happen with rakeback. Furthermore, rakeback was always displayed as real money in my account, not as bonus money (you see two accounts).

Thank you for your response and for supplying the additional information. I have managed to find the rake-back reward in question on the casino's website. This is what I have found upon reviewing the terms and conditions for the rake-back:

If a player participates in the Rakeback, the maximum bet is €5 ($5, CA$7.5, NZ$10, zł25, R$30, kr37.5, Nkr50).

I understand your frustration, especially since the live chat agent did not provide the complete terms and conditions relating to the rake-back rewards. However, this does not override the terms and conditions explicitly listed on the casino's website.

Regarding your assertion that you believed you were playing with real money funds, I would like to refer once more to the terms and conditions related to the rake-back:

There is a 1x wagering requirement for winnings from this bonus.

In the context of online casino promotions and rewards, it is important to note that promotional terms generally remain in effect until the wagering requirements have been fully satisfied.

You noted that the bets in question were placed only after you had fulfilled the wagering requirement. To assist us in verifying this, could you kindly provide:

1. your bonus history, indicating the exact time when you completed the wagering of the rake-back?
2. Additionally, it would be helpful to receive your game history, showing that the bets in question were placed only after the wagering requirements had been satisfied.
3. If possible, could you please provide a screenshot that shows the funds reflected as a real money balance as well?

You can send the information to my email at attila.g@casino.guru.

Thank you for your understanding and cooperation.

Here is a polished English version suitable for a formal complaint or legal correspondence:

Thank you very much for your reply.

The only legally relevant terms are the T&Cs, which constitute the contractual framework between the player and the casino. The conditions relating to rakebacks are not contained in the T&Cs. This is precisely why I asked my VIP manager what the applicable conditions were. Contrary to what CasinoGuru claims, he did not merely fail to mention all conditions; upon explicit inquiry, he expressly denied that any betting limit existed. Who would reasonably assume that a casino employee is lying? On many other questions he openly answered that he did not know. In any event, statements made by a casino employee are at least equivalent to information placed somewhere on the website outside the T&Cs. According to the LOK, T&Cs must be "clear, transparent, unambiguous and complete." I acted in good faith at all times.

As already stated, the casino refuses to provide me with my gaming history.

The following points therefore remain:

Winnings derived from real-money deposits were confiscated (or, more precisely, the deposits themselves were refunded while the winnings were confiscated) because I allegedly violated rakeback conditions at some point before or after those deposits.

I was already playing with rakeback from the very first day. However, subsequent deposits were not refunded.

According to the casino, the betting limit per game applies not only during the one-time wagering requirement, but "forever," even though, in my opinion, rakeback funds become real money once they have been wagered through once.

It remains unclear when exactly I allegedly violated the conditions.

Winnings from real-money deposits are confiscated because I supposedly violated rakeback conditions at some other point in time, yet the casino continued accepting my deposits and did not refund them when losses occurred.

I am not even certain whether I exceeded the betting limit during the one-time wagering requirement, nor when this allegedly first occurred.

My former lawyer in Curaçao has now become director of an ADR entity and is therefore no longer able to assist me. However, I have contacted another law firm in Curaçao that is helping me complete the complaint process (casino and ADR) before proceeding to court in Curaçao.

There is also relevant precedent in Curaçao:

Casino moet alsnog gokwinst van $30.000 uitbetalen na juridische nederlaag - Altijd het laatste nieuws

The rules relating to bonuses and cashback must be clearly stated in the T&Cs; otherwise, they are legally challengeable. This was confirmed by a Curaçao court ruling obtained by attorney Roelof, who has also successfully defended CasinoGuru in Curaçao before (ECLI:NL:OGEAC:2023:118).

It would help me / us greatly if the casino could provide the detailed gaming history in order to verify the following points:

• When did I allegedly violate the rakeback terms and conditions for the first time?
• Were winnings resulting from real-money deposits confiscated after the alleged violation, while deposits without winnings were retained?
• Is the casino allowed to confiscate winnings from real-money deposits if I had, at some point, played with rakeback and allegedly violated the terms?
• For which rakebacks, and at what times, did I allegedly violate the terms and conditions, and for which rakebacks did I not violate them?
• Were only the winnings confiscated that resulted from rakeback play in violation of the terms, or were winnings also confiscated from periods in which I did not violate the terms?
• Does the prescribed betting limit for rakeback only apply during the one-time wagering requirement, or does it continue to apply indefinitely in the future as well?

I would be very grateful if you could ask the casino whether they can provide the gaming history. Despite repeated requests, the casino has not sent it to me.

Thank you very much.

I'm very sorry but you haven't provided any of the requested evidence. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

I really appreciate CasinoGuru, but I have to complain, even though I know you don't like to hear that. 

For the second time, you respond just before the deadline. It seems that you reply just for the sake of replying and to gain another 1 or 2 weeks. 

I have said three times that I cannot submit the proof because the casino does not send the play history despite multiple requests. I have asked you to contact the casino to obtain the play history. ...

Thank you for your patience.

I understand your frustration, particularly regarding the difficulties you've encountered obtaining your game history from the casino. I also understand your concern about the timing of our replies. Please be assured that we are handling hundreds of active complaints simultaneously, and while we strive to respond as quickly as possible, our standard response window is up to 7 days.

Regarding the evidence, I would like to clarify that before we can escalate a case to the casino, we first need to gather and review all available information from the player. This is a standard part of our complaint process and helps us ensure that we approach the casino with a clear understanding of the facts.

I appreciate that you have repeatedly stated that the casino has not provided your game history. However, there are still several items that should be available to you and would help us move forward with your case:

• A copy or screenshot of your request(s) to the casino for your game history, together with any response received, if any.
• A screenshot of your bonus/rakeback history showing when the wagering requirement was completed.
• A screenshot showing that the rakeback funds were displayed as part of your real-money balance rather than as bonus funds.

These documents would help us better understand the sequence of events and evaluate the arguments you have presented regarding the rakeback conditions.

Please understand that without your cooperation and without the requested evidence, we will not be able to proceed with the complaint or effectively approach the casino regarding your case.

Thank you in advance for your understanding and assistance. I look forward to your reply.

Good day

Thank you for your reply. If my criticism was unjustified, then I apologize.

I was just confused because you repeatedly told me to submit my gaming history, even though I said I didn't have it, or rather, the casino doesn't display it upon request.

And just because players don't take screenshots showing that the rakeback money is being added to their real money balance and not their bonus balance, doesn't mean the complaint is unjustified.

I will try to obtain the evidence in the next few days. However, I would like to point out that CasinoGuru has requested information about the game history from the casino in hundreds of other cases where the player did not receive payment.

Dear Dragi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Attila,

I hope you are doing well. I am reaching out with an important update regarding my complaint against Stakemania.

I now have access to the complete transaction history (19,685 entries, April 25 – May 12, 2026) along with a detailed analysis. The review clearly demonstrates that the casino unlawfully confiscated €19,939.53 on May 12, 2026 under the label "Games Adjustment." It took me approximately 30 hours to obtain and analyze this transaction history, and I hope you will be able to assist me, even if it may appear complex and time-consuming at first glance. Thank you.

Key findings at a glance:

Maximum legitimate confiscation amount: €2,166.64

The T&C violation (bet limit > €5) only concerns the mandatory wagering phase (April 25–27, 2026, 352 flagged spins). The net gain during this phase is €15.95 – combined with Rakeback payments (€2,150.69 total) – yielding a maximum justifiable confiscation of €2,166.64.

Unlawfully withheld: €17,772.89

All major wins – including €6,090, €3,390, €2,750, and €2,640 on May 6, 2026 – originated solely from regular casino spins using my own funds. The transaction history clearly differentiates between "Spin (counts towards mandatory wagering)" and "Casino Spin." The system itself classifies these real-money spins accordingly – the bonus T&C simply do not apply.

Rakeback was already completed

The final Rakeback payment was made on May 1, 2026. The mandatory wagering (1×) was fully completed on April 27, 2026, at 13:33. After this, the balance is considered real money according to the T&C – Rakeback conditions expire at the latest at midnight on the respective day. The wins on May 6 therefore occurred days after any bonus conditions had ended.

The data is clear and fully documented. I can submit all materials (Excel transaction history, full analysis) at any time. I will send you the documents by email.

Thank you very much for your continued support in this matter.

Best regards

Hello Dragi,

My name is Michal, and I have now taken over the handling of your complaint. I have reviewed all the information and evidence you have provided so far.

If I understand correctly, after reviewing your gameplay history, you concluded that you did exceed the maximum permitted bet amount while a bonus (rakeback) was active. Is that correct?

You also mentioned that you reviewed your complete gameplay history. Did you save any records, screenshots, or other evidence from that review? If so, I would appreciate it if you could forward them to me at michal.k@casino.guru for independent assessment.

I will, of course, request the relevant gameplay records and evidence from the casino as well. However, I cannot guarantee that they will be willing or able to provide all of the requested information.

In the meantime, we would like to invite StakeMania Casino to join this conversation and provide its perspective on the matter.

Dear StakeMania Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

The casino has responded and rejected my complaint. I summarize the situation as follows.

On 28 April 2026, I deposited €800 of real money and, over the following days, increased my balance to €21,000.13. All of these winnings were generated exclusively from that real-money deposit.

When I submitted 40 withdrawal requests of €500 each, the casino informed me that a comprehensive review of all gaming activity would be conducted before any withdrawals could be processed and that the game provider would also be contacted. Three days later, I received an email from Stakemania congratulating me on my winnings. I therefore conclude that Stakemania verified whether the €21,000.13 had been generated from the €800 real-money deposit, which apparently was the case.

In the following days, I received withdrawals totaling €1,000 (2 × €500) to my bank account.

I assume that at this point the casino decided that it did not wish to pay the remaining €21,000.13 and began looking for a justification to withhold the funds. Ultimately, all but €1,060.60 of my balance was confiscated.

The casino subsequently informed me that I had violated the rakeback terms and conditions. As a result, all winnings from all periods, including winnings generated from real-money deposits, were confiscated. According to the casino, I was only entitled to €1,060.60 out of the €21,000.13 balance. This amount included the original €800 deposit that generated the winnings. The source of the remaining €260.60 was never explained.

Four weeks ago, I submitted a formal complaint in accordance with the Terms and Conditions and argued the following:

• Only winnings directly connected to the rakeback program and obtained in breach of its conditions may be confiscated.

• Winnings generated from real-money deposits should never be affected.

• I was able to demonstrate that all winnings originated from real-money deposits.

• The system does not distinguish between rakeback funds and real-money funds.

• The Terms and Conditions are unclear.

• The rakeback rules are not contained within the published Terms and Conditions.

Today, my complaint was rejected on the grounds that I had violated the rakeback rules on 27 April. As a consequence, the casino voided all winnings generated during the following ten days, including those generated from my real-money deposit of 28 April.

The casino stated that it had refunded my €800 real-money deposit, which had generated the winnings, as well as a further €200 deposit allegedly made after the violation. To the best of my knowledge, I never made such a €200 deposit. The remaining €60.60 was allegedly granted as a gesture of goodwill.

This raises the obvious question of why the casino chose to grant exactly €60.60 as a goodwill payment. I believe that, after my complaint was submitted, the casino needed to find a justification for allowing me to retain exactly €1,060.60 of the €21,000.13 balance. As no convincing explanation existed, the casino now characterizes the €60.60 as a goodwill gesture.

Furthermore, on 12 May my account was closed due to an alleged breach of the rakeback rules (placing a €7.50 wager instead of the permitted €5.00). I believe that the account closure was actually motivated by my exceptionally high net gaming value (NGV) and the fact that, based on my experience, I represent a consistently unprofitable customer for the casino.

The casino's position is therefore that all winnings generated after the alleged rakeback violation on 27 April were confiscated, including winnings generated entirely from real-money deposits.

An important point is that I had already allegedly violated the rakeback rules on 25 April. In relation to that earlier violation, the casino retained all deposits for which no winnings were generated and only refunded the deposit that produced winnings. The casino is therefore relying specifically on the alleged violation of 27 April because it represents the most financially advantageous interpretation for the casino.

Had the alleged violation of 25 April been treated as the relevant breach, the casino would also have been required to refund the deposits made thereafter. In my view, the casino deliberately avoids this outcome for economic reasons.

https://casino.guru/complaints/intellectbet-casino-withdrawal-of-player-s-winnings

Absolutely identical case, even on the same day.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dragi,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. While, from a strictly technical perspective, the casino might have acted in accordance with its rules, this being said, I'm not in a position to fully support the casino's action because of the lack of additional information and evidence I have requested to come to an informed decision.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and address the matter appropiately, we will reopen the complaint, and you will be notified by email.

Since you have already submitted a complaint with the casino’s ADR and the matter is currently under review, kindly keep me informed about the outcome via email at michal.k@casino.guru.

Depending on the final decision, we may review and potentially adjust the classification of this case to ensure it is appropriately reflected in the casino’s Safety Index rating.

Additionally, we always appreciate learning how other dispute resolution authorities assess such cases, as this can help us further improve our own complaint handling and evaluation processes.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us. We will always endeavour to review the matter fairly and provide assistance to the best of our abilities.

Best regards,

Michal

Casino Guru