Stake7 Casino - Player’s winnings confiscated.

i won 1000 euros on an 85 eur deposit and the casino confiscated my innings claiming thats i broke terms and conditions,but the deposit i made was not attached to a bonus, it was a regular deposit so how can i have broken the terms,... i have reeatedly tried to email them and fix the issue but have received no response...please help me get my winnings back

Dear vangevange26,

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. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Did the casino specify which rule(s) you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear vangevange26,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It was a slot game and no, they never specified which term I broke

Thank you very much for your reply, vangevange26. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

they dont reply to my emails ,not much to send

Thank you very much, vangevange26, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello vangevange26,

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

We would like to invite Stake7 Casino to join the conversation.

Dear Stake7 Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru

Thank you in advance.

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 vangevange26,  

I would like to provide you with a brief update. I have successfully contacted the relevant individual who is capable of assisting us in resolving your issue. I anticipate being able to share more information with you shortly. Additionally, I will extend the timer by three more days.

Dear vangevange26,  

I have received information from the casino team that their security team flagged your account for suspicion to be linked with other accounts that were previously closed for breaching the casino rules. I'm awaiting further clarification and evidence from the casino team.

lol total rubbish, eager to hear what they say next

Dear vangevange26,

I apologize for my delayed response; I was awaiting information from the casino team. In any case, could you please provide the transaction hash for your deposit to the casino?

here you go ...its a litecoin transaction

Dear vangevange26,  

I appreciate you providing the transaction hash. I will proceed to collaborate with the casino team to explore a possible resolution for your case.

Dear vangevange26,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

what reply u want from me, im waiting for an answer from casino

Dear vangevange26,

Sorry for the confusion, the timer should have been set on the casino.

I have now received the necessary information and evidence to understand the whole situation and the actions taken by the casino team.

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts linked with IPs, device IDs, and payment methods. All of the accounts took advantage of the bonuses, the same or very similar bets were placed in the same games, which can’t be considered as just a coincidence and suggests your account was part of a potential bonus abuse group. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules as was communicated to you previously.

While you are welcome to express your disagreement with our decision and escalate your complaint to the licensing authority if you choose, we regret to inform you that we cannot offer any additional assistance regarding this matter.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru