Stakes Casino - Тегленията на играчите се забавят.

I would like to submit a complaint regarding Stakes Casino’s handling of my withdrawal requests.

My oldest pending withdrawal request was made on 22 June 2026, and my most recent one was made on 29 June 2026. As of 6 July 2026, I have still not received all of my funds, nor have I received a clear explanation for the delays.

The casino’s own Terms and Conditions state:

"The time for the withdrawal to be finalised may vary due to circumstances but a withdrawal attempt should be approved or denied within 2 business days. A player shall be informed about reasons for any delay if the time for the money to arrive at the player’s account exceeds 10 business days."

Their FAQ also states:

"STAKES validates withdrawals within up to 48 hours. Once the request has been validated by our financial department, we will issue your payment immediately."

Despite these statements, my withdrawal requests have remained pending far beyond the stated 48-hour processing period. I have received no meaningful explanation for why this is happening.

I am a VIP player. According to the casino’s Terms and Conditions, VIP Platinum, Gold and Silver players may withdraw up to €5,000 per week or €20,000 per month. My withdrawal request is not over €20,000, so I do not understand why the payments are being delayed or handled in instalments without any explanation.

The casino’s VIP benefits page also advertises "speed of light withdrawal approval" and reduced withdrawal times. My experience has been the complete opposite.

I have repeatedly contacted the casino by email, but most of my messages have been ignored.

My communication timeline is as follows:

23 June 2026: I asked why only €2,000 of my withdrawals had been approved instead of the expected amount.

25 June 2026: I referred to the €5,000 weekly withdrawal limit applicable to VIP players.

27 June 2026: I contacted them again regarding the continued delay.

29 June 2026: I sent a detailed email quoting their Terms and Conditions, FAQ, and VIP benefits, and asked for a clear explanation.

30 June 2026: I sent another email because I was being ignored and the situation was not progressing.

2 July 2026: I finally received a response from Armando, who said that he had informed the payments team and asked them to speed up the processing.

3 July 2026: I contacted them again because no further withdrawals had been approved.

6 July 2026: I still have not received the remaining funds or any substantive response explaining the delay.

This situation has also prevented me from using the casino normally. Because I have pending withdrawals, I have been unable to play, participate in promotions, or receive bonuses.

I am not asking for special treatment. I am asking Stakes Casino to follow its own published Terms and Conditions and provide transparent communication.

I would appreciate your assistance in obtaining:

A clear explanation for the delay and for the casino’s failure to follow its stated withdrawal-processing timeframe.

A specific timeline for the approval and payment of all remaining withdrawals.

Payment of my remaining withdrawals without further unnecessary delay.

I can provide screenshots of the pending withdrawal requests, my correspondence with the casino, and the relevant Terms and Conditions if required.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please attach a screenshot of your pending withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello!

Yes I have made multiple withdrawals without issues and right now I in total won 10 000€ from jackpot. Stakes casino has been paying it in instalments 2000€/week and they haven't given me any reason for that, afterall their terms state that VIP -players can withdrawal 5000€/week and I was fully prepared for that pace. They approved another 2000€ yesterday so I have now 4000€ pending. I really don't want to wait another 2 weeks to get my money without any answers from them since I have now waited already long enough.

I would also like to highlight section 4.10 of their terms:

"4.10. The maximum withdrawal limits are as follows:

• VIP Platinum, Gold and Silver players may withdraw up to EUR 5,000 per week or EUR 20,000 per month (or the equivalent in any other currency).

• All other player levels may withdraw up to EUR 2,500 per week or EUR 10,000 per month (or the equivalent in any other currency).

Exceptions may be granted at the discretion of management. For withdrawal requests of EUR 20,000 (or the equivalent in any other currency) or more, Stakes may process the payout in instalments until the full amount has been completed."

My withdrawal request is not over €20,000, so according to casinos own Terms and Conditions, there should be no reason for it to be paid in instalments.

I haven't gotten any answers from them to this other than Armando telling me last week "they will expedite" and Armando telling me yesterday "Regarding your withdrawal, I would like to reassure you that it is being processed in accordance with our Terms and Conditions. No additional delays are being imposed on your payment beyond our standard verification and payment procedures."

But they still doesn't answer to me anything about the specific etc. I have referenced to them.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila