Stakes Casino - Печалбите на играча са конфискувани.

On the 3rd of May I deposited €200 at Stakes Casino. They gave me a bonus for my deposit. I completed the bonus wagering following the rules carefully. While betting I managed to win €10,284.45.

After I had played I was required to complete Stakes's ID verification. I submitted multiple documents and everything was approved. My account was verified.

I decided to make a withdrawal of €2,000 which was the limit. It was paid after several days. Following that I decided to try and withdraw the rest of my balance. The casino went quiet and I noticed that I never received any funds. I contacted the casino asking for an explanation and they replied with the following email:

"Hi Jorge,

Hope you're doing well.

Your withdrawal was cancelled following a review by our Payments Department. Unfortunately, we don't have access to the specific reasons, as these decisions are made directly by their team. We hope you understand.

Please note that your €200 deposit has been returned to your account.

Have a good day!"

So they gave me back my €200 and cancelled all my winnings with no explanation or justification. The reason that they did not even give my the courtesy of an explanation for their actions is that there is none. They just arbitrarily removed my winnings. I never broke any of their bonus rules and followed them carefully during my wagering. So there is no cause for their action. I am publishing my experience here in the hope that they can provide an explanation and that a solution might be mediated. Failing that, at least my complaint can warn others that their money is not safe at Stakes Casino.

Attached below is Stakes Casino's email where they tell me my winnings are cancelled.

Many thanks

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

This casino has no sports bets available at all. It should not be confused with Stake Casino. It is Stakes Casino.

I have emailed you a screenshot of the offer received. I only played slots.

Thank you

Thank you for your email.

Can you recall which games you played while your bonus was active?

Did you make sure not to exceed the maximum allowed bet limit during your gameplay with the bonus?

Have you tried requesting your gaming history in Excel format, covering the period from the moment you activated the bonus up to the point when your winnings were confiscated?

1. I only played unrestricted slots.
2. I never wagered more than €5 which was the maximum stake allowed for a bonus.
3. They have offered no explanation for their actions or made any accusations. They have just told me that my winnings were cancelled.

Dear jhcb61,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello jhcb61,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will reach out to the casino to gain further insight into this issue and to determine if I can assist in any way.

We would like to invite Stakes Casino to join the conversation.

Dear Stakes Casino,

Could you please provide any evidence supporting the alleged violations of your terms and conditions for which the player is being held responsible, leading to the confiscation of their winnings?

You may send the information and evidence to me at [email protected]

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.

Dear jhcb61,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru