The player from Germany was accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. We ended up closing the complaint as "unresolved" because the casino's decision to confiscate the player's winnings was considered to be against fair gambling.
Stakes Casino - Player was accused of playing a restricted game.
Black points: 698
Amount: €12,000
Stakes Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
4 months ago
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2 years ago
Translation
Good day,
I deposited €300 at Stakes.com and used a bonus. I am an experienced player and I always read the bonus terms and conditions and save the prohibited games in a separate file. I copied the forbidden games on October 7th, 2022 at 10:00 p.m. CEST and wagered the bonus within 4 hours.
I have successfully completed the KYC.
Now I get the information that I broke the bonus rules because I played a forbidden game. The slot is called Chaos Crew and was definitely not included in the bonus terms and conditions. It was added later, which can be seen very well by the fact that Chaos Crew is not sorted alphabetically, but is at the very end of the banned games. The bonus terms and conditions can of course be changed, but at the time I wagered the bonus, Chaos Crew was not yet among the banned games. Therefore, I have legally won the money and would also like to have my money paid out. If that doesn't happen, this casino should definitely be banned or get an even lower rating. This is cheating and nothing else.
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2 years ago
Dear Tillykke,
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):
"19. The slot games listed below 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.
5 Lions, 5 Lions Gold, Ankh of Anubis, Betina Bingo, Black Mamba, Big Bad Wolf, Blood Suckers, Castle Builder, Castle Builder 2, Celebration of Wealth, Coins of Egypt, Cowboys Gold, Creature from the Black Lagoon, Dazzle Me, Dead or Alive, Dead or Alive 2, Demolition Squad, Deuces Wild, Devil’s Delight, Diamond Vortex, Doom of Egypt, Eggomatic, Feline Fury, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Gold Volcano, Gonzo’s Quest Megaways, Greek Gods, Guns N’ Roses, Hercules and Pegasus, Holiday Season, Honey Rush, Hook’s Heroes, Hope Diamond, House of Doom, Hugo 2, Immortal Romance, Jackhammer 2, Jimi Hendrix, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Leprechaun Riches, Lost Relics, Lucky Angler, Max Damage Slot, Money Train 2, Moon Princess, Perfect Gems, Pimped, Planet Fortune, Rainforest Magic, Rainforest Magic Bingo, Reactoonz, Reactoonz 2, Riches of Robin, Rise of Merlin, Rise of Olympus, Robin Hood - Shifting Riches, Royal Masquerade, Safari King, Sahara Nights, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Solar Queen, Sweet Bonanza, Temple of Wealth, The Dog House, The True Sheriff, Victorious, Wild O’ Clock, Wild Wild Riches, Zombies, Chaos Crew.
...
Bonus terms updated on 30/09/2020."
However, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello,
you misunderstood me. The game Chaos Crew was not on the list of banned games when I started playing on October 7th, 2022 at 10:00 p.m. CEST (it took me about 4 hours to convert the amount). Something else was adjusted in the 09/30/2022 update, the Chaos Crew game was added after 10/08/2022. I copied the banned games to a separate file on 10/07/2022. I didn't forget a game either, after the last game "Zombies" there is a dot "." All games are copied in alphabetical order, only Chaos Crew was released on 08/09. or 10.10.2022 added. It is clear here that the bonus rules apply until I have wagered the amount and not when the casino's finance department is reviewing my case!
To your question: yes, that was the first bonus at the casino.
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2 years ago
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Hello, why doesn't this continue?
I also get no response from stakes.com. I'm not necessarily accusing the casino of cheating, maybe the game just happened to be added to the banned games list after I played. However, it was definitely added later because it is not sorted in alphabetical order.
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2 years ago
Thank you very much, Tillykke, for providing all the necessary information. I did understand your problem.
I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Tillykke,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Stakes Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Good day Tillykke,
We hope you are doing well today.
While we thank you for being honest in expressing your opinion on Stakes through Casino Guru, we kindly ask you to please email us at vip@stakes.com with your concerns and requests, and rest assured our team will be looking into your case.
We would appreciate it if you could send us the email while making sure to include the subject ‘’Guru Review’’ so our relevant department will check your case as soon as possible.
We will be looking forward to your reply Tillykke, please do not hesitate to reach us on chat 24/7x for any further questions or requests you might have and we will be more than happy to assist.
Kindest Regards,
Vanessa
Stakes Team
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2 years ago
Translation
I have already written to your support 4 times and have not received any answer. I will now escalate the case to vip@stakes.com hoping to finally get my rightfully won money.
Edit 19:43 CEST: The mail is out. However, I would like to make it clear that I have not expressed an opinion, but have filed a complaint.
Edited
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2 years ago
Hello Tillykke,
Apologies for what happened however, it is stated that you played a restricted game and thus breached the Bonus Terms.
Thoroughly checking the case, we were able to confirm that you did play the Chaos Crew (restricted game)game while the bonus 9964472 was active. Additionally, we could notice that according to the Portal, on the Bonus Terms page, the last update of the terms was on 09/30/2022, which was evident before you used the bonus (please see the attached photo for your reference).
Best Regards,
Vanessa
Stakes Team
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2 years ago
Translation
Hello Stakes Casino,
It would be great if you read my complaint in full. I don't deny that I've played Chaos Crew. Again: I am an experienced player and always copy all forbidden games into a separate file before starting. On the screenshot I opened this file, here you can see the last modification date on 07.10.2022 at 22:11 CEST. All games from the bonus conditions on 10/07/2022 are listed there. The last game is called "Zombies" with a "." closed. So I didn't forget a game when copying. Chaos Crew was added later.
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2 years ago
Hi all,
Thank you for your replies.
Dear Stakes Casino,
If the player created the file on 07.10.2022 at 22:11 CEST, is there a possibility that the conditions were changed after that? Secondly, even if they weren't, our position on restricted games for bonus play is as follows: If a casino wants to restrict players from playing certain games, it should be enforced on a software level. What player will memorize 100 games that they are not allowed to play with a bonus? This system isn't very transparent and looks more like a trap for casual players. Considering this, we are convinced that the player should get paid in full.
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2 years ago
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.
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2 years ago
Translation
I can probably assume that I will not receive my legally won money. Please warn all players about this fraudulent casino so that players only deposit at casinos that also pay out big winnings.
Nevertheless, thank you very much for your effort @Casino Guru
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2 years ago
Hi Tillykke,
I gave the casino a nudge on Skype. I was promised a reply on Friday, so let's wait until tomorrow, and then we will close the complaint.
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2 years ago
Hi Tillykke,
Unfortunately, I couldn't convince the casino to change its position. As stated above, we can't accept its decision to confiscate your winnings based on restricted gameplay without any sort of warning. The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. I'm not sure if they will be willing to help with this type of case, but it's worth a try. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
