The player from Germany had his winnings voided due to an accusation of bonus abuse. After deeper investigation, the accusation turned out to be an error and the player got paid in full. The issue was successfully resolved.
Stake7 Casino - Player’s withdrawal was canceled and winnings were confiscated.
Amount: €3,500
Stake7 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello dear guru team,
unfortunately I have to comment negatively on stake 7 now.
I deposited €40 and tried my luck at the slots.
I was able to achieve two big wins, around €1000 on Jammin Jar and €2500 on Razor Shark.
I then requested a payout of €500 and this was also carried out.
I continued to play with the rest and hoped for more wins.
Unfortunately, these did not materialize and I then applied for a payout of €800 again.
This payout was not carried out, instead I received an email that I had violated the terms and conditions and therefore my payout was canceled and my remaining balance was withheld. (bonus hunting?)
Although I can not understand this reason, since I made the profits without a bonus.
Despite repeated requests as to what exactly I should have done, I received no answer.
Only my original deposit of €40 was credited to my account.
I feel I've been treated unfairly here, I finally got lucky but then my winnings aren't paid out.
I also cannot understand the procedure of Stake 7. Why is my first payout going through and the second suddenly not?
Also, the fact that my emails are simply ignored doesn't make a good impression on me.
I would like to receive my remaining money.
Maybe I can get answers to my questions here.
VG Tobi
Automatic translation:
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2 years ago
Dear Tobboch79,
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. Have you activated any other promotional offers in the past in this casino? Have you completed the KYC account verification successfully? If there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello,
Thank you for accepting my complaint.
I have previously claimed 5 bonus offers at this casino and the casino has always made successful payouts. Here is a small list:
Bonus picked up on 07/11/2022
Bonus picked up on 07/13/2022
Bonus picked up on 07/20/2022
Bonus picked up on 07/27/2022
In between there were various deposits and also successful payouts.
So far I have not had to complete a KYC verification because the casino has not previously required it.
I have forwarded relevant messages to you by email.
Hope for your help
Thank you in advance and best regards
Tobi
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2 years ago
Thank you very much, Tobboch79, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Tobboch79,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Stake7 Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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’.
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2 years ago
Hi Tobboch79,
I received a reply on Skype, the casino rep should get back to me soon. I will keep you updated.
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2 years ago
Translation
Hello Tobbach79,
we have looked at your case again. It was an error on our part as the games you played (Take the Bank, Take Santas Shop etc.) counted as a bonus hunt as you exited just before they turned into wilds. We have now credited you with the balance of €2800 and you can request the payout again accordingly. We would like to apologize again for this.
Love from
Stake7 Casino
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2 years ago
Thank you Stake7 Casino team for the explanation and help.
Dear Tobboch79,
Can you confirm the refund?
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2 years ago
Translation
Hello,
Thank you for your help and also thank you to the team at Stake7.
The money was in my account yesterday and I requested a withdrawal.
Notify me when I have received the money.
Best regards
Tobbach79
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2 years ago
Translation
Hello,
I received all the money today. Thanks for the help to the CasinoGuru team and also thanks to the Stake7 team.
Both teams get a positive rating from me.
Best regards
Tobbach79
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2 years ago
Translation
Very happy 🙂
Have fun with the money.
LG
Stake7
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2 years ago
Hi all, thank you for your replies.
Dear Tobbach79,
That is good news. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
