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Dear CasinoGuru Team,

I am writing to express my deep dissatisfaction and concern regarding the recent blocking of my account and withholding of my winnings on 07.10.2023 . My username is hermmzacz12 .

On 05.10.2023, I deposited funds into my account and activated a bonus to play the game "Fruitz" at a wager of 5 euros per spin. Following several rounds of gameplay, I achieved a significant win of 25,000 euros. However, to my disbelief, my account was abruptly blocked without any prior warning or notification.

I immediately contacted customer support through the live chat and was informed that this decision was made by the management. Despite my inquiries, I was not provided with a clear and satisfactory explanation for this action. It is essential for me to understand the reason behind this account suspension and the withholding of my legitimate winnings.

I would like to emphasize that throughout my gameplay, I adhered to the terms and conditions set forth by the casino. I did not engage in any prohibited activities or breach any rules that would warrant such a drastic measure.

I request a thorough review of my account activity during the mentioned gameplay period and a justifiable explanation for the sudden account suspension and the withholding of my winnings. Additionally, I kindly ask for the immediate release of my winnings to my registered payment method.

If my concerns are not addressed in a satisfactory manner and my winnings are not released promptly, I will have no choice but to escalate this matter to the appropriate gambling regulatory authorities.

I appreciate your prompt attention to this matter and look forward to a timely resolution. Please confirm the receipt of this complaint and keep me informed of the progress.

Sincerely,

hermmzacz12.

Dear hermmzacz12,

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

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

• Could you please advise how long have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with an active casino 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,

Tomas

Dear CasinoGuru Team,

On the 5th of October 2023, I established my account and engaged in slot gameplay within on of the famous games "Fruits," utilizing an active bonus.

Have you managed to complete the wagering of the welcome bonus, please?

Have you submitted any documents required for verification, before your account was blocked?

Dear Casino Guru,

I hope this message finds you well. I am pleased to inform you that I have successfully met the wagering requirements associated with the welcome bonus. Unfortunately, I have not yet had the opportunity to upload the required documents as my account was temporarily restricted.

I wish to assure you that I am fully prepared to provide all necessary documentation and complete any additional verification processes required to validate my account. Your assistance in facilitating this process would be greatly appreciated.

Thank you for your attention to this matter. I am looking forward to a prompt resolution.

Yours sincerely,

Hermmzacz12.

Thank you very much, hermmzacz12, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 hermmzacz12,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Stakes Casino to join the conversation.

Dear Stakes Casino,

What were the reasons behind your confiscation of the player's winnings? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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,

Casinoguru is requesting certain information from us, and we are in communication with them to provide all the necessary details. We appreciate your patience and understanding while we work towards fulfilling their requirements. We will keep you updated as soon as we have any further information. Thank you for your cooperation.

Best regards,

STAKES Team

I am deeply distressed by the way I have been treated, especially when I have adhered to all the rules set by this casino. The prolonged response time and perceived lack of professionalism further exacerbate my concerns. I kindly request a timely resolution to this matter.

Dear hermmzacz12,

I understand your frustration, however, collecting all the needed information takes a bit of time. I am awaiting further information and evidence from the casino team to better understand the situation. You will be informed once there is a development.

Dear hermmzacz12,

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.

Hello.

What do I need to say beside that im annoyed because my account was closed and I cant receive my funds?

Thanks.

Dear hermmzacz12,

I am in active communication with the casino team. Please be assured once there is a development you'll be immediately informed. At the moment I kindly ask you to be patient.

Dear hermmzacz12,

I've been informed by the casino team that you have not responded to their emails in regards to providing documents for KYC. Please check your email inbox, including your spam folder, and let me know if you have received such emails.

I wish to bring to your attention that I have not received any emails from your team. Could you please provide the email address from which these communications were sent?

Additionally, I would like to confirm that the following is my email address, and I am eager to proceed with the submission of all the required documents.

hermankrogstadholmzachariassen@gmail.com

Thank you for your prompt attention to this matter.

Dear hermmzacz12,

I've been informed by the casino team that all emails from them have been sent to your above-mentioned email address. I am still awaiting further information and evidence from the casino team to grasp a better understanding of the situation.

At least tell me from what email they sent to me so I can search, I have many emails coming in every day.

Dear hermmzacz12,

The email should have been sent from documents@stakes.com, please check your email inbox, including your spam folder.

I conducted a thorough search but found no information pertaining to my concern. I have taken screenshots to substantiate my claim that the casino abruptly blocked my account without providing any supporting evidence and, notably, without making any attempt to contact me.

Dear hermmzacz12,

We are still discussing your situation with the casino team. Please be assured once there is a development you'll be immediately informed. At the moment I kindly ask you to be patient.

Dear hermmzacz12,

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.

Dear hermmzacz12,

Despite my best efforts and multiple urges, the casino team was not able to provide us with the requested evidence, and in the end, stopped responding completely, which leaves us with no other option but to close your complaint as unresolved. I'm afraid there is not much that can be achieved without cooperation from the casino's side.

I understand this is not a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could help 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 at any time.

I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru