Stakes Casino - El retiro del jugador ha sido confiscado.

Hello, my name is Steven K*** and I am a player at Casino Stakes.

I took advantage of a welcome offer 3 days ago and was lucky enough to be able to take advantage of it.

During the implementation, I was constantly in contact with the live chat, asking how much I still had to wager and whether everything was OK. The live chat constantly checked everything and said that everything was fine and that I only had a few euros left until I could withdraw.

Luckily, I was able to make a withdrawal. Three days later, the casino canceled the withdrawal, citing the reason I'd played the wrong game (Legacy of Dead). They never mentioned that the game was blocked. Not even the live chat gave me any information about it.

There was nothing about this even in the welcome bonus. See screenshots.

Then you get lucky once and then something like this happens.

Could you please take a look at this?

There is a screenshot that shows that there are no restrictions and that this is advertised.

Sincerely, Steven K****

Hallo, mein Name ist Steven K*** und bin Spieler von dem Casino Stakes.

Ich habe vor 3 Tagen ein Willkommensangebot in Anspruch genommen und konnte diesen mit Glück umsetzen.

Während der Umsetzung war ich dauerhaft in Kontakt mit dem Live Chat um zu fragen wieviel ich noch umzusetzen habe und ob alles ok ist. Der Live Chat überprüfte das ganze immer zeitgleich und sagte dass alles ok ist und das es nur noch wenige Euros sind bis ich auszahlen könnte.

Mit Glück konnte ich dann was is Auszahlung geben. 3 Tage später wurde die Auszahlung von dem Casino abgebrochen mit der Begründung dass ich ein falsches Spiel gespielt hätte (Legacy of Dead) es war nie die Rede davon, dass das spielt gesperrt ist. Noch nicht mal der Live Chat gab mir die Info dazu.

Selbst bei dem willkommensbonus stand nichts davon. Siehe Screenshots.

Dann hat man einmal Glück und dann sowas.

Könnten Sie sich das mal bitte anschauen?

es gibt einen Screenshot in dem ersichtlich ist dass es keine Einschränkungen gibt und damit geworben wird.

Mit freundlichen Grüßen Steven K****

Dear SmKa88,

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. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Did the casino inform you which game was restricted after all? If there is any other relevant communication between you and the casino, please forward it to nikolas.b@casino.guru? Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Nick

It was my first bonus at the casino, and unfortunately, I wasn't warned. I was in contact with live chat during the implementation, and even then, I wasn't told anything about restricted games. The casino itself advertises that there are no restrictions. See screenshot

es war mein erster Bonus in dem Casino und leider wurde ich nicht gewarnt. Ich war während der Umsetzung im Kontakt mit dem Live Chat und sogar da wurde mir nichts von eingeschränkten Spielen erzählt. Das Casino selbst wirbt damit dass es keine Einschränkungen gibt. Siehe Screenshot

Dear SmKa88,

There usually is a list of restricted games within the casino rules.

However, the casino should ensure that such games are not accessible while playing with bonus and should not confiscate the balance based on that.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much. I look forward to hearing from you and a good cooperation. Best regards, Steven Klein

Hello SmKa88,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Nick already mentioned, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level, or another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. Most top casinos have had such measurements in place for a long time, but on the other hand, we know from experience that various casinos are operated on various platforms; that's why there is no unified approach set at an industry level yet. That's why it's important for any player to read the bonus rules. As can be seen, the game Legacy of Dead is indeed listed among the restricted ones:

Anyway, if, as you said, you had active communication with the live chat support, it is fully reasonable to anticipate that they would inform you about your participation in a restricted game to prevent this issue from arising.

I will contact the casino to see if I can help somehow.

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

Dear Stakes Casino,

Could you kindly clarify why the live chat support did not inform the player that they were participating in a restricted game while having an active bonus?

Hello, yes, I was in contact with the live chat every 2 hours during the implementation of the bonus, because I had to know how much I still had to implement. This was not shown to me. The support was helpful and always told me the amount to be implemented. None of these support employees told me that I play a restricted game or that there are limited games at all. Stakes can understand everything and go through every single chat.

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.

Dear SmKa88,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. 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.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru