The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. Player’s complaint has been resolved successfully.
The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. Player’s complaint has been resolved successfully.
The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. Player’s complaint has been resolved successfully.
Hello dear guru, on June 29th, 2022 I made a €100 deposit on Stake 7 and took the €777 bonus with me.
After Wager and a couple of bigger hits it was almost 3800€.
€3200 has now been paid out. Immediately I was asked to submit my data for verification.
Said done, nothing. Asked in live chat for the first time on Monday. "It would be done soon"
Tuesday same game.
Thursday, confirmation of payment, asked again last night.
This morning I received an email saying that my money had been returned and the payment had been rejected.
Here is my "response to the mail from Stake7"
Do you actually read your own terms and conditions?
Is this a bad joke?
Please take a look at your screenshot again
"5. Bonus money can be wagered on all casino games except video poker games; live table games, jackpot slots and the following slot machines: Simsalabin, Big Bad Wolf, Castle Builder, Castle Builder 2, Devil's Delight, Eggomatic, Forsaken Kingdom, Fruit Shop Christmas Edition, Extra Chilli, Jokerizer, Go Bananas, Koi Princess, Lucky Angler, Sweet Alchemy, Robin Hood - Shifting Riches, Secret of the Stones, Zombies, Victorious, Max Damage, The Wish Master, 100 Bit Dice, Retro Reels Extreme Heat, 1429 Unchartered Seas, Tower Quest, Immortal Romance, Jack Hammer 2, Pearls of India, Dead or Alive, Dead or Alive 2, Bloodsuckers, Bloodsuckers 2, Gemix, Super Monopoly Money, Scrooge, Royal Mint Megaways, Lil Devil, Kingmaker, Dark Joker Rizes, Mystery Joker, Mystery Joker 6000, SugarPop, Vikings go Wild, Vikings go to Hell, Beautiful Bones, Wombaroo & Hope Diamond, Thunderstruck, Lights, Jack and the Beanstalk, Flowers, Dragon's Myth, Stardust, Cool Buck , Pimped, Royal Masquerade , Jammin Jars 2, Wild Swarm. Playing slots that contain a feature buy function is allowed. Purchasing a feature buy/bonus buy with bonus money within these games is not permitted."
PS: Complaint to the Guru has now also been opened.
Kind regards
Matthias Dung-Heine
Sent: Friday 08 July 2022 at 08:52
From: "Deposits/Withdrawals"
To: m.***gh***e@w**.de
Subject: Request for withdrawal
Hello M*******,
We are writing to you regarding your withdrawal request of €3200.00.
Unfortunately we had to decline your withdrawal request due to a breach of our Terms and Conditions.
Winnings were made playing with a bonus on restricted games (Dragon Tiger). By placing bets on restricted games during the bonus rollover, you breached the terms and conditions of the promotion and as a result your withdrawal request was denied and any winnings generated were void. Attached is the copy of the Terms and Conditions for your reference.
Your initial deposit of €100.00 has been credited to your cash balance.
Sincerely, hindi
Payments cashier
Hallo lieber Guru, am 29.06.2022 habe ich auf Stake 7 eine 100€ Einzahlung gemacht und den 777€ Bonus mitgenommen.
Nach Wager und ein paar dickeren Hits waren es knapp 3800€.
Zu Auszahlung gegeben wurden nun 3200€. Sofort wurde ich gebeten meine Daten zur Verifizierung einzureichen.
Gesagt getan, kein Ding. Am Montag erstmals im Livechat nachgefragt. "Es würde bald erledigt"
Dienstag, das selbe Spiel.
Donnerstag, Bestätigung zur Auszahlung, gestern Abend nochmals nachgefragt.
Heute Morgen kam dann eine Mail, dass mein Geld zurückgebucht und die Auszahlung abgelehnt wurde.
Hier meine "Antwort auf die Mail von Stake7"
Lest ihr eigentlich eure eigenen AGBs mal durch?
Soll das ein schlechter Scherz sein?
Schaut euch gerne nochmal euren Screenshot an
"5. Bonusgeld kann bei allen Casino-Spielen eingesetzt werden, außer Video Poker Spiele; Live-Tischspiele, Jackpot Slots und die folgenden Spielautomaten: Simsalabin, Big Bad Wolf, Castle Builder, Castle Builder 2, Devil’s Delight, Eggomatic, Forsaken Kingdom, Fruit Shop Christmas Edition, Extra Chilli, Jokerizer, Go Bananas, Koi Princess, Lucky Angler, Sweet Alchemy, Robin Hood - Shifting Riches, Secret of the Stones, Zombies, Victorious, Max Damage, The Wish Master, 100 Bit Dice, Retro Reels Extreme Heat, 1429 Unchartered Seas, Tower Quest, Immortal Romance, Jack Hammer 2, Pearls of India, Dead or Alive, Dead or Alive 2, Bloodsuckers, Bloodsuckers 2, Gemix, Super Monopoly Money, Scrooge, Royal Mint Megaways, Lil Devil, Kingmaker, Dark Joker Rizes, Mystery Joker, Mystery Joker 6000, SugarPop, Vikings go Wild, Vikings go to Hell, Beautiful Bones, Wombaroo & Hope Diamond, Thunderstruck, Lights, Jack and the Beanstalk, Flowers, Dragon’s Myth, Stardust, Cool Buck, Pimped, Royal Masquerade, Jammin Jars 2, Wild Swarm. Das Spielen von Slots die eine Feature Buy Funktion enthalten ist erlaubt. Das Kaufen eines Feature Buys/Bonus Buy mit Bonusgeld innerhalb dieser Spiele ist nicht gestattet."
PS:Beschwerde beim Guru wurde nun ebenfalls eröffnet.
MfG
Matthias Dung-Heine
Gesendet: Freitag, 08. Juli 2022 um 08:52 Uhr
Von: "Deposits/Withdrawals" <reply@hd.stake7.com>
An: m.***g-h***e@w**.de
Betreff: Antrag auf Rücknahme
Hello M*******,
Wir schreiben Ihnen bezüglich Ihres Auszahlungsantrags in Höhe von 3200,00 €.
Leider mussten wir Ihren Auszahlungsantrag aufgrund eines Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen ablehnen.
Gewinne wurden beim Spielen mit einem Bonus bei eingeschränkten Spielen (Dragon Tiger) erzielt. Durch das Platzieren von Wetten auf eingeschränkte Spiele während des Bonus-Rollovers haben Sie gegen die Allgemeinen Geschäftsbedingungen der Aktion verstoßen, weshalb Ihre Auszahlungsanfrage abgelehnt und die generierten Gewinne ungültig wurden. Im Anhang befindet sich die Kopie der Allgemeinen Geschäftsbedingungen als Referenz.
Ihre anfängliche Einzahlung von 100,00 € wurde Ihrem Barguthaben gutgeschrieben.
Mit freundlichen Grüßen,hindi
Payments Cashier
Dear rexor97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Dear rexor97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
hey guru,
I got an email from the casino yesterday. It was an error by the casino and I was asked to request the payout again.
So the money should be in my account tomorrow.
to your question, yes it was my first bonus at this casino.
I'll report back tomorrow
Hallöchen Guru,
ich habe gestern eine Mail des Casinos bekommen. Es sei ein Fehler des Casinos gewesen und ich wurde gebeten die Auszahlung erneut anzufragen.
Demnach sollte das Geld morgen auf meinem Konto sein.
zu eurer frage, ja es war mein erster Bonus bei diesem Casino.
Ich melde mich morgen erneut
Awesome news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, rexor97, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
Awesome news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, rexor97, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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