Stake7 Casino - Player’s winnings have been confiscated.

Hello!

I Played on 31.5.2024 400eur deposit on stake7 casino, it went good and I got 3192,50eur withdraw after I 100% completed my bonus wager. In first 2 weeks they (Stake7) asked 2 or 3 times different kind of documents and I sent all documents they asked for and they accepted everything and said something like "your account is now fully verified and now you are able to do your withdraw". 

 So, after they accepted all needed documents, I made new withdraw request, some days after that they sent me email: "Hello, We are writing to inform you that after an internal investigation, management has decided to close your account. As per our bonus term and condition; We have declined your withdrawal, subtracted your balance and refunded your deposit using the same method".

This is all the information I have received from them: They havent specified the real reason to not pay to me at all, they didnt even tell me what rule I have broken or what kind of rule I have not followed. Im 99,99% sure that I have read every single rule and havent broke any of those, but because I got that big win with the welcome bonus, they just dont want to pay me. 

 I hope you could help me with this and maybe even get all my winning moneys back, that I have earned fairly and without breaking any rules. It feels really bad to lose such a large amount of money for actually no reason, please contact them, clarify the situation and return my winnings back to me. And please keep me updated whenever something new comes out.

P.S. "Username registered at the gambling operator*" the reason why I dint write anything there is that they banned me from the casino so I cant check that, so im not sure what my nickname was there.

 Thank you already! 

-Luukas ****

Dear jasujasu,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake7 Casino.

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

How did you learn about your account being blocked? 

• What games did you play to accumulate your winnings? (which slots, live games, betting on sports) 
• Was there any gaming activity on your account after you completed the wagering of your bonus?
• Have you made more than one deposit in the casino?
• Could you please list which documents you provided to the casino during verification?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

1. I played only The Wolf's Bane Slot, 5€ bet per spin.

2. I didnt play anything after I finished the bonus wager.

3. I just registered and deposited 400e and claimed the bonus and wagered it, after that I havent made more deposits. So I made only 1 deposit.

4. I sent Skrill details screenshot, Id card both sides, and address confirm, and maybe selfie with id, but im not sure about that.

5. I forwarded the emails between me and stake 7 to you already.

Thank you very much, jasujasu, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you jasujasu for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake7 Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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 jasujasu,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 might 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, I recommend you contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter