Stake7 Casino - El jugador fue acusado de jugar un juego restringido.

I deposited 150 euros at stake7 for a 50 percent bonus (reload thursday bonus).

after implementation i was able to apply for a payment of 1476.40 euros.

the casino canceled the payout and returned the 150 euro deposit to my player account.

I am accused of playing a restricted game while playing the bonus which unfortunately is not true.

Specifically, it means I should have played exta chilli.

i received so-called cash free spins at extra chilli and i played these free spins when my balance was 0.00 euro so no bonus was active.

this can also be seen on the screenshot under balance before it says 0.00 euro

I have never played a restricted game with my active deposit bonus.

Only when I had implemented the bonus and paid out and the balance was 0.00 euros did I play these cash free spins.

With the cash free spins I was able to win a little over 10 euros, which I then gambled away and the credit was back to 0.00 euros

I wrote back to the casino but I haven't received a reply for 3 days

i am fully verified and it is not my first withdrawal at this casino

ich habe bei stake7 150 euro für 50 protzent bonus (Reload thursday bonus) eingezahlt

nach umsetzung konnte ich 1476.40 euro zur auszahlung beantragen.

das casino hat die auszahlung abgebrochen und mir die 150 euro einzahlung auf das spielerkonto zurückgebucht.

man wirft mir vor ein eingeschränktes spiel gespielt zu haben während ich den bonus gespielt habe was leider nicht stimmt.

konkret heisst es ich soll exta chilli gespielt haben.

ich habe sogenannte cash freispiele bei extra chilli erhalten und diese freispiele habe ich gespielt als mein guthaben bei 0.00 euro war also kein bonus aktiv war.

das lässt sich auch auf dem screenshoot sehen unter balance before steht 0.00 euro

mit meinen aktiven einzahlbonus habe ich zu keinen zeitpunkt ein eingeschränktes spiel gespielt.

erst als ich den bonus umgesetzt hatte und ausgezahlt habe und das guthaben auf 0.00 euro stand habe ich diese cash freispiele gespielt.

mit den cash freispielen konnte ich etwas über 10 euro gewinnen die ich dann aber verspielt habe und das gut haben wieder auf 0.00 euro stand

ich habe dem casino zurückgeschrieben aber ich erhalte seit 3 tagen keine antwort

ich bin voll verifiziert und es ist nicht meine erste auszahlung in diesem casino

Dear bernd30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.

Could you please advise if it was your first redeemed bonus in this casino? Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

it was not my first redeemed bonus

i sent you the email the casino sent me when they canceled my winnings.

es war nicht mein erster eingelöster bonus

ich habe ihnen die email geschickt die mir das casino geschickt hat als es meine gewinne storniert hat.

Thank you very much, bernd30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi bernd30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Stake7 Casino to the conversation to participate in the resolution of this complaint.

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’.

Hi bernd30,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't 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. In the meantime, I recommend you to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We received a message from the player stating that he got paid.

Thank you bernd30 for the update. We will close the complaint as resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter