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Stakes – Stalled payment, then closed my account

Ruling

Found for the Player - Stakes Casino have informed us that they will not discuss complaints with this service. As such this complaint is found for the player.

Read our Stakes Casino Review.

Player's Complaint

Hi, I was verified at the casino for a few months now and suddenly they would not pay my winnings within a respectful time frame. I withdrew 900 and no response. I emailed them and they asked me to send a picture holding my id, which I did to a month ago.

They waited one full week to ask for identification, and then another week to send me the email below.

Hello %%%%%%%,

we are writing to you regarding your withdrawal requests.

Kindly inform you that your withdrawal requests have been declined for bonus abusing. Your account will be closed permanently.

Thank you for understanding.

Sincerely,

Stakes Casino.

That same day I made two deposits of 200, both had a bonus attached to it. By standard, I would receive my payment within 3 business days; but not this time.

Casino would offer me deposit bonus offers 3 times a week. Even after my account was closed, I receive promo offers on the daily. Every week I would make a deposit and the bonus would not get credited, so chat would happily give me the bonus.

On term 14,

Bonuses offered by STAKES are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, STAKES reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending games and refunds the original deposit. STAKES can also decide at its own discretion to ban any player from participating in STAKES promotions for a definite or indefinite period of time as decided by STAKES management.

I would like this casino to give me my winnings; or, please refund all my deposits at the casino from the last withdrawal ever. As your term states "refund the original deposit", and this must be from the beginning.

ThePogg I understand you have blacklisted them, but they were a good casino when I registered, I don't know what happened.

Read the casino review

3 Responses

ThePOGG
Oct 07, 2019

Hi metaloid50 - welcome to ThePOGG.com.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Thanks,

ThePOGG

metaloid50
Oct 28, 2019

Hi Pogg, any news?

ThePOGG
Nov 15, 2019

Hi metaloid50,

Sadly Stakes casino have informed us that they will not discuss this or any other complaint with this service.

All we can suggest in this situation is that you contact their regulator Curacao eGaming, but I would clear that we have never encountered a player who has successfully pursued a claim via this body.

Sorry we could not be of more help!

ThePOGG

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Agreement

metaloid50 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Stakes Casino
  • Curacao eGaming
  • Mountberg Limited

October 5, 2019