The player from Germany had his Free Spins winnings capped. Player’s complaint has been resolved successfully.
Stakes Casino - Player’s winnings have been reduced.
Amount: €300
Stakes Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
GERMAN USER (GERMAN USER)
I've paid around 600 euros several times in the last 4 months, I checked, never won, yesterday I received an SMS saying that I got 75 free spins, of course I went straight to the site, I played it and won 300 euros after it took 1 day for KYC I sent an EMAIL and they said their terms and conditions would say that you can literally have a maximum of 50EURO paid out with BONUS MONEY I didn’t have BONUS MONEY but Free Spins PLUS I also completed the 50x WAGERING that was a HURDLE but now something like that? keep your hands off the CASINO goes to STAKE or POKERSTARS much more serious
HERE IS THE EXACT EMAIL:
[URL=https://bilderupload.org/bild/0b6a72629-stakes-betr-ger][IMG]https://bilderupload.org/image/thumbnail/resized-0b6a72629-stakes-betr-ger.jpg[/IMG ][/url]
HERE THE EXACT EMAIL
Automatic translation:
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1 year ago
Dear morruk90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
"No deposit / Free money Bonuses
...
In case of winnings derived from no deposit/free money bonuses; the maximum allowed withdrawal is of €50 (500kr, $50, £40, C$75) or equivalent in other currency. No deposit/free money bonus amount cannot be withdrawn with possible exception of higher bonus amounts, higher VIP level or in case a minimum of €10 (100kr, $10, £10, C$15) have been deposited."
Please understand that Free Spins fall under the category of free bonuses.
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Please understand that it is nothing unusual to have a maximum cash out applied to any promotional winnings and to remove the bonus amount at the time of the withdrawal.
Could you please confirm that you have received the payment of $50?
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
I received 50 euros but 250 euros were simply deleted and I have paid 600 euros into the casino so far!
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1 year ago
If you received your €50 withdrawal and your winnings were accumulated from Free Spins solely, I'm afraid there's not much we can do for you. Sadly, you are not eligible for greater cashout at this time.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
So I talked to the support again today and received the following message from an official employee, I don't think you really know what's going on, do I have the feeling?
Should I wait? the support has confirmed to me that I get 300...
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1 year ago
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So I re-read the bonus conditions for STAKES, they look like this. and are also SPECIALLY indicated for FREE SPINS, which means that the casino has a fraudulent intention behind it.
The FINANCIAL DEPARTMENT says the decision is FINAL and they don't want to pay out.
STATE BONUS TERMS
Free Spins Bonus
All winnings from the free spins are bonus money and, unless otherwise stated in the promotional offer, will only be converted into real money after the bonus wagering requirements have been met.
1 which states that all free spins winnings are converted to REAL money
For players who have never made a deposit on STAKES, the maximum withdrawal amount from Free Spins winnings is €50 (1,000kr, $100, £80, C$150) or currency equivalent.
4 This means that players who have NEVER deposited money, the maximum amount for withdrawal is 50 euros, but have already deposited 500 euros and more
1 At STAKES, players can withdraw their real money balance and associated winnings at any time. If a player decides to withdraw the real money balance including winnings before the bonus wagering requirement is met, only the bonus balance will be deducted from the withdrawal amount.
That basically means I'm eligible for the payout as I see it right?
here is the link again:
https://www.stakes.com/bonus-terms
Edited
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1 year ago
The rule that I posted earlier states that all free bonuses have a maximum cashout €50. It applies to players who placed real money deposits earlier as well as to those who haven't. Do I understand correctly that you received a payout of €50 already?
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1 year ago
Dear morruk90,
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.
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1 year ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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1 year ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Casino's additional comments:
Good day Morruk90,
We hope to find you well.
While we are very sorry to hear about your experience, we wanted to personally apologize for the late reply but rest assured that your case will be reviewed accordingly.
Please note that as stated by Casino Guru, any free bonus offered by the Casino falls under ''The Max Cash out of €50'' in this case.
However, should this be your first time, we are willing to compensate you with a gift accordingly for your loyalty shown to the casino after reviewing your case step by step.
We kindly ask you to please email us directly at vip@stakes.com with your username and place on the email the subject ''Casino Guru review'' so one of our dedicated team members can personally have a look at your case.
Finding out the reason as in or not in your favor, rest assured that STAKES respects all our players and we are willing anyway to offer you a compensation for this matter.
While we hope to hear back from you, should you have any more questions, please let us know.
Wishing you all the best,
Regards,
STAKES Team
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1 year ago
Dear morruk90,
Could you please contact the casino as described and keep me updated about any further developments?
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1 year ago
Translation
I will do as soon as an answer has come back I have forwarded this first!
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1 year ago
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I got a nice and at the same time positive message I should probably get 150 euros paid out (50% of the profit), nothing has happened yet but I have at least 150 euros credited to the casino user account payment has been requested let's see what happens 😀
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, morruk90, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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