Stake7 Casino - Player’s winnings were confiscated.

Hello, I played at this casino for a long while now.

The bonuses on the website are non sticky with a maxbet of 5 when the bonus wagering starts.

I deposited 500 on the casino and received a bonus of 350.

I played slots betting freely on the cash potion of my balance and when I lost that I played betting 5 per spin. After I cleared the wagering my balance was 2386. I requested a withdrawal and a few days later I received an email saying I breached their terms.

I replied to them saying I never bet more than 5 when playing wiht the bonus actively but they stopped answering me.

Can you have the casino check my history again to confirm what I saw in the history which would be that I played in accordance to their terms and conditions.

Thank yo

Dear ston98dd,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is €5(or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The bonus on the casino is non sticky

when you start playing with your full balance (deposit+bonus) the wagering does not move up until the deposited (cash) portion has been lost. Only then does the bonus activate. I have been playing at this casino for a long while several times a week and its always been the case.

I have a withdrawal from them where I played the same way. The bonus terms only apply when the bonus is active and in their case its only when losing the cash balance.

I have a screenshot I can send you of my history with them to show you the previous withdrawal if needed.

Please forward any relevant screenshots along with your game history at your earliest convenience. Thank you very much.

I have requested the bet history from the casino since there are over 100 pages of it for that day.

I would like to point out that the other resolved complaint from Bluvegas was the same issue and they are the same owners. I know the 2 are not related, but when you received my history you will see that I did nothing to breach the terms and hopefully when you invite them to join we can sort this out

I understand, ston98dd. Have you received your game history from the casino already?

No I actually have not received a reply yet

I went ahead and send a screenshot of one page of the history.

This page shows my bet going from 20 to 10 to then 5 (when the bonus was active). The bet then remained at 5 until the wagering was complete.

If the casino replied and send me the rest I will forward it to you

Screenshot from the player:

Dear ston98dd,

Thank you for your email. It would be greatly beneficial if we could receive the complete game history, including relevant details such as whether the bonus was active when you placed higher bets.

The casino is not being responsive right now, but all their bonuses are non sticky. The only way for me to get what you are asking is to deposit on their casino and claim another offer right now. From there I can place a higher bet with the cash portion and we would be able to see that the bonus is not active.

The issue is the casino has left 500 in my account (original deposit). I didn't want to mix anything up, but if there's is no other choice I can request a withdrawal for the 500 and redeposit on them claiming another offer.

Thank you very much, ston98dd, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi ston98dd,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Stake7 Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi ston98dd,

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.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter