Stakes Casino - Pelaajan voitot takavarikoidaan.

am disputing the confiscation of €17,121.35 from my Stakes Casino account.

Stakes claims that I breached bonus terms by playing a restricted game, Legacy of Egypt. However, the two disputed rounds on this game resulted in €0 winnings.

The warning displayed for restricted games states that winnings obtained from a restricted game may be voided. In my case, there were no winnings from these two rounds. Nevertheless, Stakes confiscated the entire remaining balance of €17,121.35.

I have asked Stakes to provide the specific term stating that simply placing a bet on a restricted game, even when that bet generates no winnings, allows them to confiscate all winnings and the entire remaining balance. So far, I have not received such a specific clause.

I also received a €2,000 withdrawal/payment from Stakes before the remaining balance was confiscated.

I am asking Casino Guru to review the gaming history, the restricted-game warning and the applicable bonus terms, and to determine whether confiscating the entire €17,121.35 balance is justified and proportionate.

I can provide screenshots of the game history, the warning, the bonus terms, the €2,000 payment and my correspondence with the casino.

Important: I live in France. Casino Guru is blocked from a French connection, so I am using a Belgian VPN server to access this complaint form. This is why the form automatically displays Belgium. My actual country of residence is France.

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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.

• Could you please explain why you launched and played restricted games despite the clear popup they are forbidden to play with bonus funds?
• Was the warning present for the 'Legacy of Egypt' game?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you, or the reasons for confiscating your winnings? 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

Hello Tomas,

Thank you for reviewing my complaint. I would like to answer your questions as clearly and accurately as possible, and I am attaching the supporting screenshots.

1. Why did I play Legacy of Egypt despite the warning?

I acknowledge that I entered Legacy of Egypt while the bonus was active. However, this was not an attempt to circumvent the bonus rules or deliberately generate winnings from a restricted game.

My game history shows exactly what happened: I placed only two bets of €4.50 on Legacy of Egypt, and both resulted in €0 winnings. I then immediately left the game.

This is particularly important because the warning itself states that "winnings originating from this game may be cancelled." In my case, there were no winnings originating from Legacy of Egypt at all.

2. Was the warning displayed on Legacy of Egypt?

Yes, the warning was displayed.

However, an important part of my complaint is that the same restricted-game warning was also displayed when opening 5 Lions Megaways, even though casino support specifically confirmed to me that I was allowed to play 5 Lions Megaways with my cashback/bonus as long as it was not a restricted game.

I am attaching both screenshots: the warning displayed on Legacy of Egypt and the same warning displayed on 5 Lions Megaways, together with the support conversation confirming that I could play 5 Lions Megaways.

This made the warning confusing as an indicator of whether a particular game was actually prohibited.

3. Was my current balance achieved with the help of the bonus?

I want to be completely transparent about this point.

My balance initially reached approximately €5,000 following the bonus play/conversion. At that stage, the balance was converted/displayed as real-money balance and became withdrawable.

From that point onward, I continued playing with the real-money balance and increased it substantially. Withdrawals were also accepted and at least two €1,000 bank withdrawals are shown as processed in my account history.

Therefore, I am not claiming that the bonus had absolutely no connection with the earlier €5,000 balance. My point is that, once the bonus stage had ended and the funds had become real and withdrawable, the subsequent balance was generated through further real-money play.

Most importantly, the two Legacy of Egypt bets that are now being relied upon by the casino generated €0 in winnings.

4. Regarding the casino’s justification for confiscating the balance

I am providing the relevant communication and evidence available to me.

My concern is the proportionality and contractual basis for confiscating the entire remaining balance. The two disputed Legacy of Egypt bets were €4.50 each and produced €0 winnings.

I therefore respectfully ask that the casino identify the precise term that permits the confiscation of the entire balance and winnings generated on other games, rather than simply cancelling winnings generated from the restricted game — particularly when the restricted game itself generated no winnings.

I am not trying to hide the fact that I entered Legacy of Egypt. I fully acknowledge those two bets. I am simply asking that the actual transaction history, the wording of the warning, the status of the balance after the bonus stage, and the fact that Legacy of Egypt produced €0 winnings all be considered when assessing whether confiscation of the entire balance is fair and justified.

I am attaching the relevant evidence and I am happy to provide any additional transaction history or communication you may require.

Thank you very much for your assistance and for reviewing the evidence carefully.

Best regards,

M****

Hello Tomas,

I would like to confirm that the casino has now resolved the issue in my favour. The casino management decided to make an exception, my winnings have not been cancelled, and withdrawals have resumed.

Thank you very much for your assistance and for reviewing my complaint.

I therefore consider the complaint resolved.

Best regards,

Moez

Dear SaidiM92,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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,

Tomas

Casino.Guru