Stakes - Casino refuses to pay my winnings

Ruling

Found for the Casino - This player has played a game that was restricted from use when playing with a bonus. As such there is nothing we can do to help them.

The player claims that this game was only restricted after they won. We have previously identified operators associated with this license changing changing bonus terms to restrict games after players have won, but in this instance we have no evidence to conclude that this has happened in this instance.

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Player's Complaint

Hey, I would like to make complaint against Stakes Casino. I made account on Stakes Casino 15.5.2020. I made deposit for 250e with welcome bonus 15.5.2020 also that day. After I had recycled the bonus I had won 6933,50 euros. I been trying to withdrawal my winnings a month now. First they just keep asking more and more documents which I always send what they asking for. Finally after all documents they send me email that my account is verified now in 5.6.2020. Then I made withdrawal again. After that they send message that my withdrawal request has been declined and my winnings are voided because they claim that I have been “abusing bonuses” in their casino. I have not done such thing they are accusing me. I have only made one deposit with one bonus on their casino and I dont even understand what they are accusing me. This seems to me that they are just trying to rob me and my winnings. I am feeling very sad and depressed about the situation. I cant sleep properly because of the situation and the anxiety what has caused me. I am a student so the 6933,50 euros is a very big amount for me and It would change my life in a positive way. I am depressed and looking for answers. I hope you can help me out.

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7 Responses

ThePOGG

June 17, 2020

Hi hnlain - welcome back.

Specifically what term have the operator stated you have breached?

Thanks,

ThePOGG

hnlain

June 17, 2020

Nothing specific. This is copy for their message: Hello, Please note that your withdrawal request has been declined due to a breach on our Terms and Conditions by abusing bonuses in our casino. Therefore your winnings have been voided and the deposit has been returned back to your balance. After you withdraw your deposit your account will be closed per management decision. Sincerely, Stakes Casino Cashier

ThePOGG

July 7, 2020

Hi hnlain,

Which games did you play?

Thanks,

ThePOGG

hnlain

July 7, 2020

Hi, I played 5 lions which was not exluded when I was playing. They change the rules after I won and its now exluded. But they are try to say that it was exluded back then when I was playing which its not true I check the rules carefully.

ThePOGG

July 10, 2020

Hi hnlain,

Do you have any evidence to support that this game was not excluded at the time you played?

Thanks,

ThePOGG

hnlain

July 13, 2020

I dont have any evidence but I have lots of emails where they asking my document and not mention even once that I have played excluded game. If i would do that I think they are not waiting 4 weeks to inform me that after asking again and again my documents.

ThePOGG

July 14, 2020

Hi hnlain,

That simply means that they dealt with the verification of your ID prior to checking your play activity.

Without proof to show the terms have been changed this is not a claim we could pursue.

Thanks,

ThePOGG