Stakes Casino - A retirada do jogador foi adiada.

Good Evening!

I recentlly played and won at Stakes Casino a total of 2134 euro, made all the verifications they asked for, made the withdrawal about 3 weeks ago, but everytime I go on their site to see if they paid, they just inform me that its going to take a while and I ll be informed via email ( I never got updates ). How can we resolve this ?

Thank you!

Dear arionbb19,

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 post a screenshot of your withdrawal history here?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello!

No, I didnt make any withdrawals before. I successfuly verified my account, but the withdrawals werent processed. I made the money using a welcome bonus I think. The withdrawals were created by me on 30.08.2023, but no updates from them since.

Best regards,

Arionbb19.



Thank you very much for your reply, arionbb19. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I sent to your email Kristina!

Thanks!

Thank you very much, arionbb19, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear arionbb19,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stakes Casino representative to join this conversation and participate in resolving this complaint.

Dear Stakes Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Good day,

We sincerely apologize for any inconvenience you've experienced with your recent withdrawal from Stakes Casino. We understand that waiting for updates on your withdrawal can be frustrating, and we assure you that we are committed to resolving this matter promptly.

To assist us in investigating and expediting your case's resolution, please provide us with your player ID and the email address used to register on Stakes Casino. You can share this information with us confidentially at vip@stakes.com. Rest assured that our team will actively look into your situation, and we are dedicated to ensure a swift and satisfactory resolution. We appreciate your patience and understanding as we work to resolve this matter in your favor.

If you have any additional details or concerns, please feel free to include them in your email; we will do our best to address them promptly. Thank you for bringing this to our attention, and we look forward to assisting you further.

Best regards,

STAKES Team

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.

Hello again,

They blocked my account stateing I was involved in some kind of strategies, which I really dont know what they are talking about.

So after 3 weeks of waiting they just kept dealying my payments and now they blocked my account. I think its very unprofessional from them.

Dear Stakes Casino,

Could you clarify what strategy the player used as we look at every case individually? You can send the evidence to my email address stefan.m@casino.guru and let me know once you do that.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

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.

Hi team,

Currently, we are in contact with Casinoguru and preparing all the information they have requested. Please be patient as we work to gather and deliver the necessary details in a timely manner. We appreciate your cooperation. Thank you!

Best regards,

STAKES Team

Dear Stakes Casino,

Thank you for your response and the information provided.

I will extend the timer by additional seven days and will be awaiting additional information

Dear arionbb19,

We will keep you updated.

Your patience is much appreciated.

Kind regards,

Stefan

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 arionbb19,

Could you provide us with the game log/betting history? Your account was reopened to provide us with the necessary documents. You can send it to my email address stefan.m@casino.guru. Please, let me know here once you send the email

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Dear CasinoGuru,

Im still unable to login into my account, my profil is still banned... Please contact the casino to unban so I can provide with the game log.

Also I think its easier for the Stakes to provide all this documents. I think I have to make printscreen of a lot of pages.

Have a nice day!

Dear arionbb19,

We are discussing the case with a casino representative internally. I will let you know about the outcome when we come to a conclusion.

Your patience is much appreciated.

Kind regards,

Stefan

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 arionbb19,

Unfortunately, the casino stopped responding and failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

I understand this is not a satisfactory solution to your issue. However, the decrease in 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru