Stakes Casino - Player’s account was closed and her winnings were confiscated.

Casino decided to close my account, they paid only deposit amount 100 EUR and confiscated my winning. For explanation they wrote the following:

We are writing to inform you that after an internal investigation, management has decided to close your account. As per our bonus terms and conditions: 

5.13. In the event that the Stakes deems in its sole discretion that you have been taking unfair advantage of any bonuses or have executed any other act in bad faith in relation to a bonus promotion offered on the site or by support operators, Stakes shall have the right to block or terminate your account and in such circumstances, Stakes shall be under no obligation to refund to you any funds that may be in your account.

We have declined your withdrawal, subtracted your balance, returned the deposit made of 100.00 EUR and you can submit a new withdrawal request.

There was no any unfair action from my side.

Dear irianmariaelena,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the screenshot or the link to the bonus you took?

What types of games did you play with the active bonus?

Could you please specify if you passed the full KYC verification?

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

I receive the promotionby email. Please see attached.

I played only slots from Yggdasyl and Thunkrkick providers.

Yes I completed KYC and even had a withdrawals ther before

Could you please forward me this promotional email? My email address is veronika.l@casino.guru. Thank you very much for your cooperation.

Hello,

I forwarded the email from casino.

Dear irianmariaelena,

Thank you for your message, and we hope you're doing well.

First and foremost, we want to express our appreciation for choosing to play with us. We're glad to hear that you had a positive experience with Stakes Casino up until this matter.

After conducting a thorough review of your case, we must inform you that our decision to close your account and return only your deposit while confiscating your winnings is final. This action was taken in strict accordance with our terms and conditions, specifically regarding the unfair advantage of bonuses.

We understand that this outcome may be disappointing, and we truly regret any frustration this situation has caused. However, we must consider this matter closed on our side.

If you are not satisfied with our resolution, you do have the right to escalate your case to our appointed Alternative Dispute Resolution (ADR) provider, EADR Ltd. They are an independent arbitration authority with the power to review and dispute cases such as yours.

Please be aware that we are unable to provide additional information over this forum, as it is not affiliated with Stakes.com. This policy is in place to protect player privacy and ensure that your information is handled securely.

You can contact EADR by filling out the Online Dispute Form at their website or by emailing them at info@eadr.org.

Thank you for your understanding, and please don't hesitate to reach out if you need further assistance.

Best regards,

Stakes.com Support Team

Dear Stakes Casino representative,

Thank you for reaching out and providing additional information about the player’s case.

I’m a bit confused by your statement about not being able to share more evidence with us due to the lack of affiliation. We do have an affiliate contact for Stakes Casino in our database. Does this mean you will not be providing further details regarding the alleged bonus abuse from the player's side, even if shared directly to my email (veronika.l@casino.guru)? While we do not need to disclose specific details publicly, additional evidence is crucial for us to assess whether the player's gameplay might be considered abusive.

Please advise on the next steps for this complaint and how we can proceed from here. Thank you in advance for your response.

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.

Dear irianmariaelena,

As you can see, the casino does not want to cooperate with us to resolve your complaint. 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 EADR – an alternative dispute resolution service, and submit a complaint to them. I am sorry I could not be of more help on this occasion.

Best regards,

Veronika

Casino Guru