Stake7 Casino - Igrač tvrdi da mu je isplata odložena.

I would normally wait more patiently however a conversation with chat has fuelled my concerns. I made a 2400$ withdrawal yesterday. Since the casino advertises fast withdrawals in advertisements, I asked chat service where my withdrawal was, since I am fully verified. "Kevin" in chat claimed it was being reviewed as there was a bonus attached to it. Every single one of my 600$ of deposits was very clearly made WITHOUT bonuses. They apply 10cent level bonuses to lucrative games such as Book of Dead and Legacy of Dead which I never used. I even reached out to chat and asked them to cancel the bonuses so I can play the games without their imposed bonus. At first I was told the bonus was cancelled and to refresh my page. I refreshed my page and those bonuses were still there. I went back to chat and asked them to remove them at which point they claimed they cannot be removed. I have never heard of this in 17 years but I digress, I decided to simply not play those games ensuring none of the 10 cent bonuses were played.

I proceeded to play other games and won 2400$. I made a withdrawal and now they are delaying with a false claim there may be a bonus attached to it. I want my 2400$ without delay. Attached are the the proof of 2400$ withdrawal and the transcript from my conversation with Kevin.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I would also like to add, that when one goes to the withdrawal, there is total balance, real balance and bonus balance. The funds I withdrew came from "real balance" and there was zero balance in the bonus balance, thus allowing me to withdraw the full 2400$. There was about 2700$ in the Real Balance account. If there was any bonus balance, it would not have allowed me to withdraw 2400$, and furthermore, if there was a bonus balance, it would still appear. As of right now, the bonus balance still says zero dollars and I can submit proof with screenshot if required. Thank you.

Additionally, I have a screen shot that clearly states;

According to the terms and conditions of Stake 7... 4.9. The time for the withdrawal to be finalised may vary due to circumstances but a withdrawal attempt should be approved or denied within 2 days.

It is 3 days, no response to my emails and now the chat service guy (full transcripts is in my posession) states "there is a lot of fraud from your country so we have to look over withdrawals one by one"....

Why do I have to wait 11 days? If the withdrawal was processed and I had to wait, that would be another matter...it's still sitting there, cancellable, with no email explanation, nothing. This casino has your logo on their casino page... not sure if you are affiliates, but I do know that ignoring a player for 3 days isnt acceptable by any standards.

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,

Dominika