StakeMania Casino - Dobici igrača su konfiskovani.

Hello, I am having issues with Stakemania Casino confiscating my win of 2000 euro. They are accusing me of using multiple sessions to wager my welcome bonus. What happened is I was playing in Chrome and the site stopped working for me, there was an error page so I tried to open the site from Firefox. It worked and I continued playing there. It took me a long time to finish wagering as the wagering amount is huge. My money was converted to the maximum of 2000 after I finished wagering my bonus fully. I complied with all their verification requirements, sent all my documents and they verified my account only to confiscate my win. I explained my situation to them but they won't listen. Will you be able to help me?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StakeMania Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

I was playing a slot called Doomsday Saloon. Attaching the screenshots, they never replied to my last email

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite StakeMania Casino to join the conversation and participate in the resolution of this complaint.

Dear StakeMania Casino,

Can you please explain the casino's decision to confiscate the player's funds? How have they breached the terms and conditions mentioned?

Kind regards,

Adam

Dear Casino Guru Team,

We appreciate the opportunity to clarify the situation regarding the complaint.

After carefully reviewing the player’s activity, we detected that the player was wagering with an active bonus across two different browsers simultaneously on the same game. This practice is strictly prohibited under our Bonus Terms (https://stakemania.com/bonus-terms), which clearly state:

"Players are strictly prohibited from using multiple browsers, devices, or parallel sessions to place wagers with an active bonus. Any attempt to wager the same bonus simultaneously across different sessions will be considered a breach of the fair play principle and may be classified as bonus abuse. The Casino reserves the right to confiscate winnings, cancel bonuses, and take further action in cases where such behavior is detected."

Since the player breached this condition, the bonus and related winnings were cancelled. However, the player’s original deposit amount remained available on their account.

Our decision was made strictly in accordance with the rules.

Best regards,

StakeMania Casino Team

Hello StakeMania Casino,

Many thanks for your response. The player states that they used one browser, but then switched to a different one to continue playing after encountering some sort of error. Can the casino please provide supporting evidence that the player used multiple browsers simultaneously?

Kind regards,

Adam

Adam,

Our system records include detailed game logs which clearly indicate the player’s activity, including timestamps and the browsers used during gameplay.

For confidentiality reasons, we are prepared to share the supporting logs directly with Casino Guru in private correspondence.

Best regards,

StakeMania Casino Team

Hello StakeMania,

Certainly, please send the relevant information to my email, adam.m@casino.guru.

Kind regards,

Adam

Hello,

I have received the supporting evidence from the casino and replied to them with some follow-up questions, so I will reset the timer while we wait for further information.

Kind regards,

Adam

Dear samvlhov,

The casino has provided evidence from the game provider that shows your use of multiple browsers at the same time, on more than one occasion. Can you explain why this might be?

Kind regards,

Adam

Adam, I used a different browser only when I had an error on the first one, I did not play on 2 different browsers at the same time on purpose. The wagering of their bonus is huge so I might've switched back to Chrome at some point. I kept getting errors when playing saying that the web server was down so what could I do?

Hello samvlhov,

Do you have any record of these errors, perhaps a screenshot or similar?

Kind regards,

Adam

No I don't. I didn't take any screenshots because I didn't think that was gonna be the problem. It was the standard "Web Server is down" page and showed the site as an error. I refreshed the page a few times and it didn't help, that's why I went to a different browser to continue playing. Maybe I didn't close the page with the error in Chrome and that's why it showed me as playing on 2 browsers. But I didn't do that

Hello all,

This case is still being discussed with the casino via email, so I will extend the timer accordingly.

Kind regards,

Adam

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 all,

Further information was received from the casino and is still being reviewed. I will therefore extend the timer and provide a further update shortly.

Kind regards,

Adam

Hello all,

I have now replied to the casino for additional clarification via email.

I apologize that this is taking some time, but it is necessary to check all details in order to make a fair assessment of the situation.

Kind regards,

Adam

Hello,

I have asked the casino again to further clarify the evidence they have provided, and how the player could have placed the bets that the casino claims have caused the breach of terms and conditions.

While the evidence supplied does show that multiple browsers have been used to access the casino at the same time, it is not clear how this could have provided any advantage to the player or if it is even possible for bets to be placed from multiple browsers simultaneously.

As there has been no further reply from the casino, I will extend the timer for an additional 7 days. If there is still no reply after that, the complaint will be closed as 'unresolved'.

Kind regards,

Adam

Hello samvlhov,

I have still received no further response from the casino. It is clear from the evidence already provided by the casino that you have at some point accessed your account from more than one browser simultaneously. However, it is not clear what advantage (if any) was gained by this, or if it was even possible for you to place bets from both browsers at the same time.

There has so far not been sufficient evidence to justify the casino's decision to confiscate your funds, and as the casino has stopped responding, the complaint will now be closed as unresolved. There is nothing we can do without their continued cooperation. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them, you can do so here: complaints@cga.cw

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam