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.
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.
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.
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
Hallo liebes Guru-Team,
leider muss ich mich jetzt auch negativ über stake 7 äußern.
Ich habe 40 € einbezahlt und mein Glück an den Slots probiert.
Dabei habe ich zwei große Gewinne erzielen können, ca 1000€ bei Jammin Jar und 2500€ bei Razor Shark.
Daraufhin habe ich eine Auszahlung von 500€ beantragt und diese wurde auch durchgeführt.
Mit dem Rest habe ich weiter gespielt und auf noch weitere Gewinne gehofft.
Diese blieben leider aus und ich habe dann nochmals eine Auszahlung von 800€ beantragt.
Diese Auszahlung wurde nicht durchgeführt, statt dessen habe ich eine Email bekommen das ich gegen die AGBs verstoßen hätte und deshalb meine Auszahlung storniert, sowie mein restliches Guthaben einbehalten worden ist. ( Bonushunting?)
Wobei ich diesen Grund nicht nachvollziehen kann, da ich die Gewinne ohne einen Bonus erzielt habe.
Trotz mehrmalige Nachfrage was ich genau gemacht haben soll, habe ich keine Antwort erhalten.
Lediglich meine ursprüngliche Einzahlung von 40€ wurde meinen Konto gutgeschrieben.
Ich fühle mich hier unebrechtigt behandelt, endlich habe ich mal Glück gehabt doch dann werden meine Gewinne nicht ausbezahlt.
Auch kann ich das vorgehen von Stake 7 nicht nachvollziehen. Warum wird meine erste Auszahlung durchgeführt und die zweite plötzlich nicht?
Auch das meine Emails einfach ignoriert werden, macht auf mich keinen Guten Eindruck.
Ich möchte gerne mein restliches Geld noch erhalten.
Vieleicht bekomme ich ja hier Antworten auf meine Fragen.
VG Tobi
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
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
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
Hallo,
Vielen Dank für die Annahme meiner Beschwerde.
Ich habe bei diesem Casino vorher bereits 5 Bonusangebote in Anspruch genommen und es erfolgten danach immer erfolgreiche Auszahlungen seitens des Casinos. Hier eine kleine Auflistung:
Bonus am 11.07.2022 geholt
Bonus am 13.07.2022 geholt
Bonus am 20.07.2022 geholt
Bonus am 27.07.2022 geholt
Dazwischen erfolgten diverse Einzahlungen und auch erfolgreiche Auszahlungen.
Bisher musste ich noch keine KYC Verifizierung abschließen, da diese bisher vom Casino nicht verlangt wurde.
Relevante Mitteilungen habe ich Ihnen per Mail weitergeleitet.
Hoffe auf Ihre Hilfe
Vielen Dank im voraus und ganz liebe Grüße
Tobi
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.
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.
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.
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.
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’.
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’.
Hi Tobboch79,
I received a reply on Skype, the casino rep should get back to me soon. I will keep you updated.
Hi Tobboch79,
I received a reply on Skype, the casino rep should get back to me soon. I will keep you updated.
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
Hallo Tobboch79,
wir haben uns deinen Fall noch einmal angeschaut. Es war ein Fehler unsererseits, da die Spiele die du gespielt hast (Take the Bank, Take Santas Shop usw.) als Bonushunt gewertet wurden, da du rausgegangen bist kurz bevor diese in Wilds umgewandelt werden. Wir haben dir die Balance von 2800€ jetzt wieder gutgeschrieben und du kannst dementsprechend die Auszahlung erneut anfordern. Wir möchten dies auch noch einmal entschuldigen.
Lieben Gruß
Stake7 Casino
Thank you Stake7 Casino team for the explanation and help.
Dear Tobboch79,
Can you confirm the refund?
Thank you Stake7 Casino team for the explanation and help.
Dear Tobboch79,
Can you confirm the refund?
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
Hallo,
vielen Dank für Ihre Hilfe und auch vielen Dank an das Team von Stake7.
Das Geld war gestern auf meinem Account und ich habe eine Auszahlung beantragt.
Melde mich, wenn ich das Geld erhalten haben.
Beste Grüße
Tobboch79
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
Hallo,
ich habe heute das gesamte Geld erhalten. Vielen Dank für die Hilfe an das Team von CasinoGuru und auch vielen Dank an das Team von Stake7.
Beide Teams erhalten von mir eine positive Bewertung.
Beste Grüße
Tobboch79
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
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
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