Stakes Casino - Player’s winnings from a bonus were cancelled.

My win was confiscated by casino with this message "Please know that your withdrawal request has been declined since you placed bets over €5.00 limit while playing with bonus." If you read their terms you will see that it is stated the ONLY FINNISH PLAYERS have such a restriction, all other players can bet up to 10 EUR. I am German, I tried to explain it to casino but they won't listen to me: "Your case was already checked by the payment department and the casino management and the decision is final."

Dear Laura,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"Maximum bet allowed with bonus money or winnings derived from promotions is €10, except for Finnish players. Finnish players are allowed to bet a maximum of €5 with bonus money or winnings derived from promotions. Any winnings will be forfeited if any bet is placed at a higher amount than these amounts."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, this is a different case, as this maximum allowed bet should only be applied to players from Finland. Laura, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru. If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina! I hope you don't mind if I answer you here. Unfortunately casino does not give the opportunity to download playing history. The only way to forward it is to make screenshots but in that case I will have to make 106 screenshots. I would ask casino to send it if they are able to download everything in one file.

Regarding the bonus, it was takes from the casino's "Promotions" section - https://www.stakes.com/promotions . The promotion is called "Bonus Safari - Tuesday bonus"

Thank you very much Laura for a quick reply. I will now transfer your complaint to my colleague Peter 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 Laura,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Laura,

I tried to get in touch with the casino on several occasions but there was no response. I’m afraid, there is not much that can be done without the cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru).

Best regards,

Peter

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 Laura,

I trust this message finds you in good spirits.

Firstly, we extend our sincere apologies for any inconvenience you may have experienced. Your feedback is invaluable to us, and we want to assure you that we are here to assist you in the best way possible.

We understand that the terms and conditions regarding the maximum bonus bet may have caused some confusion. As per the guidelines provided by Casino Guru, it seems there might have been an unintentional breach in this regard. We're committed to resolving this matter to your satisfaction.

Regarding your gaming activity, we regret to hear about the challenges you faced in finding certain options. We empathize with your concerns. To facilitate a smoother experience, we recommend using the cashier option to access your account. Through this feature, you can effortlessly filter your "bets history." Please understand that, for security reasons, we are unable to provide such sensitive information via email. However, we want to assure you that within your account, you have the capability to filter through your deposit, withdrawal, and betting history at your convenience.

Your satisfaction is of utmost importance to us, and we eagerly await your response. If there's anything specific you would like assistance with, please feel free to let us know. Wishing you all the best in your future endeavors.

Warm regards,

STAKES Team

Thank you Stakes Casino team for your reply.

Dear Laura,

Please let us know if you'd like to return to the discussion and get your case resolved.

Dear Laura,

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.

Unfortunately, we haven't heard from the player regarding the issue. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The player can reopen this complaint at any time.