The player from Germany had successfully wagered a bonus and confirmed a withdrawal of 100 euros which was yet to be processed. The casino company had been giving repeated non-specific assurances about the delayed payout, attributing it to technical problems and internal communication. After the player queried the delay, we found that the bonus he had received had a maximum withdrawal cap of €77, which the player confirmed receiving. The issue had been resolved successfully after the player confirmed receipt of the capped bonus amount.
Stake7 Casino - Player’s withdrawal is delayed.
Amount: €77
Stake7 Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello Casino Guru,
I received a bonus of 77 euros from Stake7 on October 3rd, which I had to wager once. I then did this and built up to 100 euros and paid it out on October 4th. Here is the confirmation email from Stake7:
"Hi Peter,
We have received your withdrawal request of EUR 100 and are now processing it. We will inform you if your payment has been successfully verified or if further information is required.
If you have any questions, you can reach our support team at any time via live chat or email at:
support@stake7.com"
Since I haven't played in this casino for a long time, I had to re-verify myself, which was done in 2 days. I've been waiting for the payout since then. I've already contacted the live chat several times and they then replied:
-We are having technical problems
-Your payout will be made in the next few days.
-I'll inform the finance department
This is all very disturbing but nothing actually happens.
Maybe you can help me.
Many thanks in advance.
Kind regards, Kai
Automatic translation:
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6 months ago
Dear Kai1980,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what kind of bonus you played with? Could you possibly send me the link to the bonus? Was it a deposit bonus or a no-deposit bonus?
Do I understand correctly that all your documents have been approved and successfully verified?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
Hello Veronika,
First of all, thank you for looking at my case.
I was informed by email that 77 euros were waiting on my account because I hadn't played at "Stake7" in a long time. Unfortunately, I no longer have the email.
While playing, I saw from the bonus percentage that the 77 euros only had to be wagered once. After 77 euros had been spent, a payout was also possible.
All my documents are there and I am fully verified.
I have already made several withdrawals there, but that was a long time ago.
PS: I just asked again in the live chat and they answered the following:
"It's still in progress. Unfortunately I don't have access to it because the Department has to check it. So it can take a while as your account is banned on our license"
I don't know why. Maybe I was blocked from this casino at some point. But then I wouldn't have been allowed to play at all.
Kind regards, Kai
Edited
Automatic translation:
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6 months ago
Translation
Hello Casino Guru,
I was paid out 77 euros by Stake7 today.
It said:
"This is the bonus amount and no more can be paid out"
Well, I want to believe it and I'm satisfied.
Thanks to the team
Automatic translation:
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6 months ago
I've checked the Bonus terms of the casino and found the bonus you received:
2.9. The 77 Party Bonus
2.9.1. The 77 Party Bonus is a gift bonus available to selected players.
2.9.2. This offer is not transferrable and can be claimed only once
2.9.3. The 77 Party Bonus has a maximum winnings withdrawal cap of €77 and a wagering requirement of one time (1x)
I believe the capped winnings of €77 are the ones you received today. Please let me know if there is anything else I can assist you with, or if we may close this complaint. Thank you.
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6 months ago
Translation
No, that's it.
Thank you again.
Best regards
Automatic translation:
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6 months ago
Dear Kai1980,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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
Veronika
Casino.Guru
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