The Stakehouse Casino - Player's winnings have been confiscated.

I won 2 746€ 5weeks ago and fully verified my account in 1week so its now 1month they didnt pay my winnings even everything was ready for that. And top of that today i notice that they deleted all my information and moneys from site or its bug, i dont know. Before they only told that problem is some technical issue with payments and cant trust then anymore.

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Hello,

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.

• Did you accumulate your winnings with or without an active bonus?
• Could you please clarify what you mean when you say your information and money have disappeared? Can you still access your account, and what balance is currently displayed?
• Has the casino provided any explanation regarding the missing balance/account information apart from the previously mentioned technical payment issue?

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

Yes i won money from first deposit bonus and now balance is back on site today, so only problem is that they have this "technical issue with payments" already 1month at this point.

Thank you for your response. Could you please attach a screenshot of your pending withdrawal? Have you passed the KYC verification in this casino?

Thank you in advance for your reply.

There u can see that my email and account is verified, also my withdraw is waiting still after 6weeks in total.

Hello,

Thank you for your response. Unfortunately, it appears that the screenshots were not successfully attached to your previous message.

Could you please try uploading them again?

Alternatively, you can send them to me via email at attila.g@casino.guru.

Thank you in advance.

Best regards,

Attila

There u can see that my email and account is verified, also my withdraw is waiting still after 6weeks in total.

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 kehburi,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear The Stakehouse Casino,

Could you please clarify why the player remains unable to withdraw their winnings despite the considerable time already allowed to resolve the technical issue?

I understand that occasional technical difficulties can arise even with well-established systems. However, players can reasonably expect such issues to be addressed within an appropriate timeframe. Please explain what is preventing the withdrawal and confirm when a resolution is expected.

If any relevant information or supporting evidence cannot be shared publicly, please send it directly to me at michal.k@casino.guru for independent review.

I look forward to your clarification.

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 kehburi,

I have tried to contact the casino repeatedly but have received no response. I'm afraid there is not much that can be achieved without cooperation from their side. 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, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider escalating your case to the Tobique Gaming Commission (TGC).

You can find more information on how to do that here: Licensing Authority – Tobique Gaming Commission | Casino Guru.

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

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru