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€800 Winnings Confiscated Despite No Winnings from Restricted Game

I would like to file a complaint regarding a withdrawal of €800 that was confiscated by the casino.

I deposited €30 and received a bonus, resulting in a total balance of €75 with a 35x wagering requirement.

During gameplay, I accidentally placed ONE spin of €0.60 on a restricted game (Sahara Nights). This spin resulted in €0.00 winnings.

I then continued playing, completed the wagering requirements in full, and reached a balance of €800.

However, my withdrawal was denied, and all winnings were confiscated due to this single spin on a restricted game.

I fully understand that restricted games are part of bonus terms. However, in this case:

Only ONE spin (€0.60) was made

The spin resulted in NO winnings

No advantage was gained

No winnings were derived from the restricted game

The bet was negligible compared to the total wagering

No warning or system restriction was in place

I believe this is a disproportionate enforcement of the bonus terms. The intent of such rules is to prevent abuse, not to penalize players for accidental actions with no impact on the outcome.

Additionally, the affiliate AboutSlots attempted to escalate this case directly with the casino, but the casino refused to reconsider.

I kindly ask for an independent review of this case and a fair resolution, as the confiscation of €800 under these circumstances appears unjustified.

I am willing to provide full gameplay history and supporting evidence.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stakes Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you have access to your game history from the time your bonus was in play? Please share it with me for review
• Could you please share with me your communication with the casino representatives you are referring to? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hey Tomas

I have sent you an email

//Tomas

Seems like i dont got any history now, but they apparently do. But i gave you the screenshot i got from them

Dear tompaco83,

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, Igor (igor.p@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,

Tomas

Thank you so so much for your time, i just dont get how they can be so harsh to remove this sort of winning for 1 minimal mistake with 0 outcome.

Dear tompaco83,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Stakes Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Stakes Casino representative to join this conversation and participate in resolving this complaint.

Dear Stakes Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Thank you Igor, i just hope they can come to a settlement, 0.6 euro with no win on a "banned game" with no warnings should not settle for a 800 euro confiscation.

Dear tompaco83,

I have repeatedly tried to contact Stakes Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

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

Best Regards,

Igor