The player from Germany experienced significant delays with his payout from Stakes, waiting over six weeks despite having verified accounts. Live support provided conflicting information, with a recent assurance of approval that had not been fulfilled, and he continued to face requests for verification that he had already completed. The issue was compounded by a misunderstanding regarding the casino's identity, which had been clarified. However, due to a lack of response from the player, the complaint was rejected.
Stakes Casino - Player’s payout has been delayed and account is verified.
Amount: €60
Stakes Casino
Safety Index:LowSafety Index
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4.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Stakes is refusing my payout, and in live chat, they keep lying to me.
I have been waiting at least 6 weeks for a payout (which is not my first) and every time the live support tells me something different.
All my accounts are verified, and this is visible on the site.
Last Friday, the 18th of October, an employee named Ben told me my payout was approved and that I would receive it in 3-5 days.
It is now Tuesday, and I still haven't received any money. So, I contacted live chat again today, and, surprise, I was told I need to verify my account, which I have already done, and it's visible in my account.
Then I'm always reassured that it will be forwarded to the responsible department, but I think we all know how that ends.
The strange thing is, I had the identical conversation already 4 weeks ago, and nobody contacted me then either.
Automatic translation:
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1 month ago
Dear Speedy36,
Thank you very much for submitting this complaint. I’m sorry to hear about your issue. To help clarify the situation, I’d like to ask a few questions.
Have you provided the casino with proof of ownership of the card ending in **9606? Do the photos of your card show all relevant details, such as your name, the first six digits, and the last four digits clearly?
Have you submitted a bank statement showing the deposits you made to the casino using this card?
When was the last time you communicated with customer support? Have they asked you for any additional documents for verification?
I hope we can help resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello Veronika,
I was actually contacted again by a higher level and had to verify my data again only to be told that a Lithuanian IBAN (Revolut account) is no longer accepted.
All this nonsense cost me so much time and in the end you get a generic answer that you could have just said.
I have now entered my Sparkasse account and now it should finally work.
Thank you very much for your time and the quick answer.
Automatic translation:
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1 month ago
Thank you for updating me. Could you confirm whether you’ve received the winnings in your Sparkasse account, or if there have been any further issues with the transfer? Once I have a better idea of your current status, we can decide on the best way forward to resolve this for you.
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1 month ago
Dear Veronika,
It appears there may be a misunderstanding regarding this case. Based on the case summary, "The player from Germany is experiencing significant delays with his payout from Stakes", we believe this complaint concerns Stakes Casino (https://casino.guru/STAKES-Casino-review) rather than Stake.com. We want to emphasize that Stake.com has no affiliation with Stakes Casino.
Therefore, we kindly request that this case be transferred to the appropriate casino complaints section for Stakes Casino.
Kind regards,
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1 month ago
Dear Stake Casino representative,
Thank you for reaching out to us and for your attention to detail. It seems that the player indeed selected the wrong casino when submitting their complaint. I’ve now corrected this mistake, and we'll investigate using the correct casino set in the system. Thank you again!
