The Stakehouse Casino - Player's winnings are being deducted due to an error.

Hi Casino.guru,

I was playing at stakehouse with their welcome bonus they offered.

I played Cash patrol which is in the list of wagering games to their bonus.

I made well over 1500 spins betting 5€ per spin.

But when i looked it had not wagered anything towards the bonus.

So i contacted support and we have been communication through emails.

They claim that it was an error on their part but now they are deducting my money because of it.

I have sent them print screens and showed them and they agree that it is a mistake on their part but still they are taking my money for it.

It does not make any sense at all.

Can you please help me get some justice thank you

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Dear magoman, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Hi Attila,

Thank you for taking my case!

I have all evidence you need in both screenshots and email conversations.

I will forward them to the email you just gave me.

Please let me know if your need anything else.

Thank you!

Dear magoman, thank you for your response. Could you please advise on the amount in your bonus balance? Additionally, has the casino credited the sum of 650.27 EUR to your balance yet?

Thank you in advance for your reply.

Yes there is only 650€ left out of my 2924€.

They stole 2274€ from me.

Dear magoman,

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 magoman,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite The Stakehouse Casino to join the conversation.

Dear The Stakehouse Casino,

I kindly request further clarification regarding the rationale for crediting only a partial amount of the player’s winnings. While I acknowledge your communication to the player referencing a technical issue, it is generally expected that where gameplay has occurred in accordance with the applicable terms and permitted game rules—and winnings have been obtained fairly—such winnings should be honored in full.

Additionally, no maximum win or withdrawal limit applicable to this bonus gameplay appears to have been specified in the relevant promotional terms. In the absence of such provisions, the adjustment of the player’s winnings appears to be unjustified.

I would therefore appreciate it if you could provide a more detailed explanation, including any specific terms or evidence that support this decision.

If there are any relevant details or circumstances affecting this situation that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

Dear magoman,

I have received the following response from the casino team:

Hi,

I’m writing to give you a transparent update on the bonus issue you’ve been experiencing. We know it’s been frustrating, and we appreciate your patience while we worked to get to the bottom of it.

What’s Happening:

After a thorough investigation, we identified a persistent bonus engine error within our current platform provider, SG. Despite our team’s best efforts to push for a fix, the provider was unable to resolve the technical glitch on their end.

Because we refuse to let provider limitations get in the way of your experience, we’ve made a big decision: Stakehouse is migrating to a brand-new platform.

Our Promise to You

We haven't forgotten what we promised you. Once the migration to our new home is complete, we will be manually ensuring that every bit of the compensation and bonus credit owed to you is fulfilled.

Moving Forward

This move is all about giving you a more reliable, glitch-free environment. We value your loyalty, and we’re going to make sure the end result is worth the wait.

Thanks for sticking with us while we level up. If you have any questions in the meantime, feel free to hit reply.

Best regards,

Stakehouse Customer Support Team

I do not believe them,

Please keep this complaint open until they paid out my correct amount of money.

I think they are trying to get away from paying.

Thank you casino guru

Dear The Stakehouse Casino,

We are looking forward to your timely response and the appropriate actions.

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.

They launched a new website with new license probably why they scammed their costumers of their hard working money.

I will forward the email i received from them.

Maybe casino guru should try warn others about their previous actions.

Dear magoman,

Thank you for the update and your email.

Unfortunately, I have not yet received any new response from the casino. I will follow up with them again and hope they will engage and cooperate in due course.

Dear The Stakehouse Casino,

We are looking forward to your timely response and the appropriate actions.

Yes please do so as earlier mentioned they release their new website with new license holder so maybe you can contact the new website support or at least warn other players of their previous history.

Thank you

Dear magoman,

Sadly, I have not received a further response from the casino. Since no advancements have been made despite my multiple attempts to reach out to the casino team, I'm forced to close this case as unresolved at the moment.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might steer things in a positive direction. You will be informed as soon as we receive some updates regarding this complaint. I am sorry we could not be of more help on this occasion.

While I acknowledge you mentioned The Stakehouse Casino has launched a new website with new license, I can still see this on https://thestakehouse.io/:

So the appropriate next step to pursue your case further for you would be to submit a complaint to the casino's licensing authority by clicking on the license validator.

Upon doing so, a link containing the license details will appear, and you will find a section labeled "File a Complaint."

You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru

We have reopened this complaint as we remained in communication with both parties even after the case had been previously officially closed.

Fortunately, the matter has since been resolved.

Dear magoman,

As per our email correspondence, I am pleased to hear that, following the completion of the recommended steps and the successful verification of your account, you have received all winnings to which you were entitled.

Could you please confirm whether I may now close this complaint as resolved, or let me know if there is anything further I can assist you with?

Yes you can close it as resolved now I hope stakehouse wont try anything similar in future and do the right thing from the beginning.

Dear magoman,

Thank you for the confirmation. I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru