Stakes Casino - A desistência do jogador foi adiada.

Dear Casino Guru,

I hope you can assist in a matter of stakes casino not paying out the money i won on there platform for nearly 3 weeks. I am also a vip member to this Casino.

i have only received 1 reply from emails sent stating that my cashout not being processed has been escalated to the finance team for checking and that was over 2 weeks ago. I have daily this week gone to the chat to be informed its still being processed and to be patient that the vip team are working also to speed up the process. I think 3 weeks for a fully verified vip account is not acceptable time to wait and with no explanation other than its being processed still. I have 4 withdrawals pending since the 1st December to my Eth account. 3x1000€ and 749€

Thank you for you help in this matter.

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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.

• When was the last time you successfully withdrew winnings from this casino?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Have you selected the same payment method for these withdrawals as you successfully used before, either for depositing or withdrawing?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Never had a withdraw only with real money. I played slots.

Hello Winningreid,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Winningreid,

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, Barbora (barbora.p@casino.guru), 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

Seems like they paid.

Dear Winningreid,

My name is Barbora, and I will be assisting you with the resolution of this case.

Thank you for the update. I’m glad to hear that the withdrawals appear to have been paid. Could you please confirm whether all four pending withdrawals (3 × €1,000 and €749) have been successfully received in full?

Once we have your confirmation, we’ll be able to proceed accordingly and close the complaint if everything has been resolved.

Thank you in advance for your reply.

Kind regards,

Barbora

Dear Winningreid,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They paid.

Dear Winningreid,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru