Stakes Casino - Player’s bonus winnings have been confiscated.

 Hi I am writing this email because I have been robbed by stakes casino. This is the first time when I actually feel that I have been cheated and so it has affected my day and ruined my week totally.

I will start my complaint telling about how I was introduced by stakes. I saw good reviews of the casino in the internet where they promoted their welcome bonus, which felt tempting so I tried my luck and deposited for the first time in 21.4.2020 to Stakes casino. I read the rules and deposited 250e for 100% bonus, so i got 250e bonus. Then I got lucky and my balance got to 771e after wagering the required amount. I tried to withdraw but I couldn´t so I went to the chat to ask what was the issue. I needed to sent some standard documents to verify my identity, address and my deposit method. I did that and after checking them they requested some more documents. They wanted to get a proof of my income so I sent my student and house allowances as a proof. After that they didnt respond in a while I went to the chat to ask once again, and accidentally deposited 771e more of my own money to my account, I was trying to withdraw my 771e because I thought I could, but I accidentally deposited the same amount. So now my balance was 771e, the amount I won on my first deposit and 771e of my own money which I deposited accidentally, so 1542e in total. After a while speaking with the chat they told that they didnt get my email so I sent it through by chat and got a response that the documents which I sent werent good enough so I sent new ones, more specified ones. Then they checked it and sent me and file to fill up, to verify my income. I did that many times, because the first times werent good enough. I had to print the file and fill it up which cost my couple of euros. After I filled and sent the required documents, they still wasnt satisfied, they requested an updated document of my income, which i had to request from my bank, which also cost 10e. Aftr this I thought I would get my winning 771+ my own money 771e back from their casino. But unfortunately Stakes casino wasnt satisfied and requested me yet again a new document which was my passport. At that time I was so frustrated because I had been waiting for these money for months now, it was already June. I still sent them what they wanted and was hoping that this was the last request they made and I would get my winnings and my own deposited money back. To my huge shock, I had been working to get these money for nearly 2 months sending them documents they required, I got an email where they said that my withdraw was cancelled and that I had been using the bonus wrong/bonus abusing. I cant figure out what I did wrong because I only deposited once after they promoted their welcome bonus. Beside this everything to my surprise Stakes Casinos managerement had denied my withdraw and sent only my deposited welcome bonus amount back. So when I went to my account there was only 250e on my account despite the fact I had deposited 250e and 771e of my own money there. This is so outrageous that it filled anger and ruined my day. I have been trying to solve this issue with the Stakes casino chat but they refuse to understand the situation, and close the chat when ever I try to talk to them. I tried to explain this issue but they only sent that this was managerements decision and its final. So there isnt anything else I can do, besides to write a complaint of your casino to this email. I hope this will solve the case and I will get my winnings back and fore most my OWN deposited money which was 250e+771e. If you guys cant solve this to my pleasure i will need to take this further and ask politely you guys to send me some further information on how to continue this complaint. I saw that curacao was your leading licensing company so i would like to send them a message of this and I will be sure they wont like what has happened. So it is up to you, how you want to proceed with this matter. I have lost a great deal of my time in this nonsense, and now also my own money 771e, which is absurd. Please answer me quickly and provide further information. If this message isnt enough to get my money back, please provide me instructions and sites where I can continue my complaint.( The standard complaint procedure, curacao email etc.)

Best regards Lasse ***,

Dear Lasse,

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 been given any explanation from the casino which exact bonus rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru. How much is your active balance now, do I understand it correctly that the original deposit of €250 has been put back to your account? Lastly, have you received a confirmation regarding successful account verification, or your account still hasn’t been verified?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much Lasse for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hello Lasse.

Most of the bonuses have certain rules which you need to follow. So before we move further, could you please confirm that you:

1. Never make a bet of more than €5
2. Not play Live Casino Games, Video Poker, Table Games
3. Not play any of these games from casino bonus terms:

18. Slot games Jimi Hendrix, Secrets of Atlantis, Guns N’ Roses, Creature from the Black Lagoon, Big Bad Wolf, Blood Suckers, Book of Dead, Castle Builder, Castle Builder 2, Dazzle Me, Dead or Alive, Dead or Alive2, Devil’s Delight, Demolition Squad, Eggomatic, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Hooks' Heroes, Immortal Romance, Jackhammer 2, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Reactoonz, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Simsalabim, Zombies, Victorious, Max Damage Slot, 5 Lions, Hercules and Pegasus, Greek Gods, The Dog House, Safari KIng and Coins of Egypt are excluded from all bonus promotions. Bets placed on these slots while a bonus is active will not contribute towards wagering fulfilment of that bonus. Any winnings deriving from a bonus played on these games will be forfeited.

Could you please confirm this?

Hello, yes I can confirm that I followed all the rules above. Please bear in mind that Stakes also stole my 771 euros of my own money, which wasnt involve in any bonuses.

I would like to invite the casino representatives into this discussion. Please explain to lasse what's happened in this case.

We would like to ask the Stakes 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’.

I am very sorry, lasse. The casino is non-responsive.

We can only hope that it is because of a holiday season and they will reopen the complaint soon.

Meanwhile, your complaint will be published, and it will harm the casino rating.

We are closing this complaint as "unresolved."

We’ve reopened this complaint at the request of Stakes Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear CasinoGuru Team,

I trust this message finds you in good spirits and thanks also for allowing our request to reopen this case.

We would like to inform you that we are currently in the process of reviewing older cases and are committed to addressing each one with the utmost seriousness and care.

As mentioned by yourself, Lasse, you have noticed several positive reviews about our Casino, and we are committed to keeping it that way.

Lasse, we sincerely apologize for any negative experiences you may have encountered, and we want to assure you that we are dedicated to doing our best to address your concerns appropriately. In regards to this specific case, we've noticed that there are some comments marked as "hidden," possibly containing sensitive information. To proceed with a thorough examination, we kindly request you to reach out to us with the complete comments. Additionally, providing us with the username or player ID associated with the case would greatly assist our investigation.

We look forward to delving deeper into this matter and responding accordingly. Your cooperation is highly appreciated.

Thanks and regards,

STAKES Team

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 STAKES Team, any updates regarding this case?

Dear Stake Casino,

If you have previously sent me any evidence regarding this case, could you please resend it to matej@casino.guru or contact me on Skype.

Unfortunately, the casino is unresponsive. I hope they will reopen the case and inform us of the investigation's outcome.

Meanwhile, I must close this case as unresolved.

Either the casino or the player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Stakes Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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.

Unfortunately, I didn't receive any response from the casino, so we have decided to close this complaint again.