Stakes Casino - Player's account was blocked with the remaining winnings.

I have been pleayed in this casino since 2020.

My account verified, and I already had some withdrawals.

But on hte last winning of 1534 EUR, casino paid me 1000 EUR and blocked my account with the rest 534 EUR and now I can not login.

Thats what support told:

Unfortunately your account has been closed without the possibility of re-activating as per our management decision. Unfortunately our team has decided you can no longer play in our casino, i'm sorry. I'm sorry we are unable to provide this information. Your account cannot be reactive.

Dear calderonmorales030,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Stakes Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly your account was blocked?

What types of games did you play to achieve your most recent winnings?

Have you accumulated your winnings with or without an active bonus?

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

Dear calderonmorales030,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you and sorry for a delay.

They paid me 1000 EUr on 28 of april and I was not able to log in since that time. I wrote to the support and they told me that my account is blocked. So its from 28.04

I played slots and won the biggest amount on Jokerizer.

I received the bonus on my deposit, but I got the winning on my real money, meaning on the amount that I deposited, as I did not played on the bonus money.

Thank you very much, calderonmorales030, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Hello calderonmorales030,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stakes Casino representative to join this conversation and participate in resolving this complaint.

Dear Stakes Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

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.

Hello calderonmorales030,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru