The player from Austria submitted verification documents on 12/11, expecting a confirmation within 48 hours, but experienced delays in her withdrawal of 5,889 euros. She remained concerned about her funds despite not using any bonuses. The issue was resolved as she confirmed that all her winnings had been paid out. We marked the complaint as 'resolved' in our system and appreciated her cooperation throughout the process.
Stakes Casino - Player's withdrawal is delayed due to verification issues.
Amount: €5,889
Stakes Casino
Safety Index:LowSafety Index
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4.1
Stakes Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 8h 55m 51s
Case summary
yesterday
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6 days ago
Translation
Hello, I submitted my documents for verification on Thursday, 12/11. According to the website, it should take no more than 48 hours, just like the withdrawals. I uploaded all the required documents, and even sent proof of my Skrill account via email. In the chat, I'm constantly being stalled and given excuses.
Unfortunately, after reading many negative reviews about the casino, I'm very worried about my money. In the chat, they always say that it will be paid out within 24 hours. I didn't use any bonuses, free spins, etc. Over two days, I won a total of 5889 euros with 50 euros, and I would really like to receive that money. Please help.
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6 days ago
Dear Rasselbande2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your documents been checked and approved by the casino yet?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 days ago
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I was verified today after a long back and forth in the chat. However, my payout is unfortunately still outstanding and I have the feeling that they are just looking for reasons not to pay out
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5 days ago
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The 12000 euros were paid out, but according to the chat it suddenly says that only 2000 euros are paid out per week. I'm excited to see how it goes. I'll keep you updated.
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2 days ago
Thank you for letting me know. I am glad to hear that you received at least a portion of your winnings.
Could you please specify how many pending withdrawal requests are currently in your account?
Have you received any additional winnings in the meantime?
Also, kindly share the conversation with customer support regarding the withdrawal limits. You can post the screenshots here, or you may forward the communication to me at veronika.f@casino.guru. Thank you for your patience and cooperation.
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yesterday
Dear Rasselbande2,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
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