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I hereby file a complaint against Stakes Casino, as my winnings of approximately €11,000 were completely cancelled due to an alleged bonus violation.

The casino claims that I violated the bonus terms and conditions by playing an excluded game ("Rise of Merlin") while a bonus was active.

I acknowledge that this game is listed among the excluded games.

However, I clearly question the proportionality and transparency of the decision.

After reviewing my game history, the following facts emerge:

- 43 spins

- Stake: €5 per spin

- Total stakes: €215

- Total winnings: approx. €82.50

- Result: Net loss of approximately €132.50

This clearly shows that I did not win anything from the excluded game.

According to the bonus terms and conditions (section 1.31), it merely states that winnings from excluded games will be withheld. However, it is not clearly and unambiguously stipulated that all bonus winnings from the entire gaming session may be completely forfeited.

Additionally, a very important point regarding transparency should be emphasized:

Neither during registration nor during deposit or bonus activation was I clearly and explicitly informed that certain games would be restricted during the bonus period. All games were normally accessible and could be started and played without any warning or restrictions.

There was no clear technical block or warning message during gameplay that would have indicated to me that I was violating bonus conditions.

Nevertheless, all winnings from the bonus phase were completely cancelled, including winnings from other games that were not affected.

I consider this decision to be disproportionate and not sufficiently transparent in relation to the actual course of the game.

I therefore request an independent review of this case.

Thank you.

Ich reiche hiermit eine Beschwerde gegen Stakes Casino ein, da meine Gewinne in Höhe von ca. 11.000 € aufgrund eines angeblichen Bonusverstoßes vollständig storniert wurden.

Das Casino behauptet, dass ich gegen die Bonusbedingungen verstoßen habe, indem ich während eines aktiven Bonus ein ausgeschlossenes Spiel („Rise of Merlin") gespielt habe.

Ich erkenne an, dass dieses Spiel in der Liste der ausgeschlossenen Spiele aufgeführt ist.

Allerdings stelle ich die Verhältnismäßigkeit und Transparenz der Entscheidung klar in Frage.

Nach Prüfung meiner Spielhistorie ergeben sich folgende Fakten:

- 43 Spins 

- Einsatz: 5 € pro Spin 

- Gesamteinsätze: 215 € 

- Gesamtgewinne: ca. 82,50 € 

- Ergebnis: Nettoverlust von ca. 132,50 € 

Damit ist eindeutig ersichtlich, dass ich aus dem ausgeschlossenen Spiel keinen Gewinn erzielt habe.

Gemäß den Bonusbedingungen (Abschnitt 1.31) heißt es lediglich, dass Gewinne aus ausgeschlossenen Spielen einbehalten werden. Es wird jedoch nicht klar und eindeutig geregelt, dass sämtliche Bonusgewinne aus der gesamten Spielsession vollständig storniert werden dürfen.

Zusätzlich ist ein sehr wichtiger Punkt zur Transparenz hervorzuheben:

Weder bei der Registrierung noch bei der Einzahlung oder Aktivierung des Bonus wurde ich klar und deutlich darauf hingewiesen, dass bestimmte Spiele während des Bonus eingeschränkt sind. Alle Spiele waren normal zugänglich und konnten ohne Warnhinweis oder Einschränkung gestartet und gespielt werden.

Es gab während des Spielens keinerlei klare technische Sperre oder Warnmeldung, die mich darauf hingewiesen hätte, dass ich gegen Bonusbedingungen verstoße.

Trotzdem wurden sämtliche Gewinne aus der Bonusphase vollständig storniert, einschließlich der Gewinne aus anderen Spielen, die nicht betroffen waren.

Ich halte diese Entscheidung für nicht verhältnismäßig und nicht ausreichend transparent im Verhältnis zum tatsächlichen Spielverlauf.

Ich bitte daher um eine unabhängige Prüfung dieses Falls.

Vielen Dank.

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Dear Bavete,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"1.31. The slot games listed below are excluded from all bonus promotions. Bets placed on these slots while a bonus is active will not contribute towards the wagering fulfillment of that bonus. Any winnings deriving from a bonus played on these games will be forfeited:

5 Lions, 5 Lions Gold, Ankh of Anubis, Betina Bingo, Big Bad Wolf, Black Mamba, Blood Suckers, Castle Builder, Castle Builder 2, Celebration of Wealth, Coins of Egypt, Cowboys Gold, Creature from the Black Lagoon, Dazzle Me, Dead or Alive, Dead or Alive 2, Demolition Squad, Deuces Wild, Devil’s Delight, Diamond Vortex, Doom of Egypt, Eggomatic, Feline Fury, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Gold Volcano, Gonzo’s Quest Megaways, Greek Gods, Guns N’ Roses, Hercules and Pegasus, Holiday Season, Honey Rush , Hook’s Heroes, Hope Diamond, House of Doom , Hugo 2, Immortal Romance , Jackhammer 2, Jimi Hendrix, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Leprechaun Riches, Lost Relics, Lucky Angler, Max Damage Slot, Money Train 2, Moon Princess, Perfect Gems, Pimped, Planet Fortune, Rainforest Magic, Rainforest Magic Bingo, Reactoonz, Reactoonz 2, Riches of Robin, Rise of Merlin, Rise of Olympus, Robin Hood - Shifting Riches, Royal Masquerade, Safari King, Sahara Nights, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Solar Queen, Sweet Bonanza 1000, Sweet Bonanza, Sweet Bonanza Candyland, Sweet Bonanza Dice, Sweet Bonanza Xmas, Temple of Wealth, The Dog House, The True Sheriff, Victorious, Wanted Dead Or a Wild, Wild O’ Clock, Wild Wild Riches, Zombies. Live and Table games."

Please understand that it is the player’s responsibility to review the rules of any bonus given before starting to play while the bonus is active.

To better understand your situation and assist you properly, could you please clarify the following:

• When did you activate the bonus?
• Were you aware of the specific list of excluded games before playing Rise of Merlin?
• Did you receive any notifications or warnings from the casino regarding the bonus terms while playing?
• Were there any other bets placed during the bonus period on games that are not excluded? If yes, please share the outcomes of those bets.

Thank you in advance for your reply.

Best regards,

Petra