Stake7 Casino - プレイヤーの賞金は没収されました。

Hello, I am writing to raise a complaint regarding the confiscation of my €6670 winnings by Stake7.

I deposited funds into my account and received a promotional bonus. There was a wagering requirement attached to the bonus, which I fully completed in accordance with the stated terms. After meeting the requirements, I won €6,670 and submitted a withdrawal request.

The following day, my withdrawal request was declined. All of my winnings were confiscated, and only my original deposit was returned. I received an email notification; however, it did not provide a clear or specific explanation for this action, only general statements without identifying any particular violation. 

I contacted the company again by email seeking clarification but did not receive any meaningful response. After multiple conversations with customer support via live chat over the course of a week, I was eventually told that all relevant information had already been provided by email and that no further explanation would be given. I believe I have complied with all applicable terms and conditions and would like a detailed explanation for the confiscation of my winnings, as well as a review of my case.

I would appreciate your assistance in resolving this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear User27911,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you are facing with the confiscation of your winnings from Stake7.

In order to assist you better, could you please provide more details by answering the following questions:

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)?
• What was the exact promotional bonus you received and what were the wagering requirements?
• Can you confirm the date when you submitted your withdrawal request?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

I was playing a slot game. I got 70% deposit bonus from their promotion, it was called Friday bonus. Wagering requirement was 40 times from the bonus received. I submitted my withdrawal request on 30/01/2026.

Thank you for your reply and for providing the previous details, User27911.

• Have you ever made a withdrawal at this casino?
• Have you kept records of your communications with customer support? If so, could you share any relevant details or transcripts? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Yes, I made withdrawal on this casino before and it was successful until this one. Here is email they sent me after it.

Dear User27911,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal K (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello User27911,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite Stake7 Casino to join the conversation.

Dear Stake7 Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rules, as was communicated to the player, because it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru, including the supporting evidence of the rule violations for an independent assessment.

Thank you in advance.

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 User27911,

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 its side. 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 might 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 contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority might have 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