Stakes Casino - プレイヤーの賞金は没収され、アカウントは閉鎖されました。

Casino declined my winning and closed my account.

They stated the following reason:

"We are writing to inform you that after an internal investigation, Management has decided to close your account.

1.15. Bonuses offered by Stakes are solely intended for genuine recreational players; thus, player betting activities are constantly monitored. In case of a bonus abuse, Stakes reserves the right to cancel, suspend, or lock any player account found guilty of abuse, void/revoke any pending games, and refund the original deposit. Such activities include but are not limited to, these: delaying game rounds in any game, including free spins and bonus features to a later time when you have no wagering requirements; leaving large bets on the table, for example, in blackjack, and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value; lose the bonus funds and then cash out on the built-up value during real-money play; using strategies that take advantage of any software bug or failure.

We have declined your withdrawal, subtracted your balance and refunded your deposit back to the same method."

I agree that I played with bonus, but completed wagering in time.

Before now I didn't have issues with casino, I had several winnings which were fully paid successfully.

Dear Narima,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello,

• I played the following bonus: "7.7 Fortune's Festival: Daily Bonuses Await!". I forwarded offer from casino to your email.
• It was the only explanation emal from the casino

Thank you very much, Narima, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Narima,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Stakes Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Can you also provide us with a link to the bonus-specific rules if there are any, or the information where we can find rules applied to the bonus in question?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@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.

Dear Narima,

Thank you for your patience and understanding while we reviewed your case.

We acknowledge that you have had deposits and successful withdrawals in the past and we can see you had an amazing & very positive experience with nice winnings with us, which indicates once again a very positive experience with our casino. We have always ensured that our players enjoy a fair and rewarding gaming experience. However, your recent activity triggered our system to flag actions that are against our terms and conditions, which we have already explained via email.

As a result, we have made the decision to close your account, decline your withdrawal, and refund your deposit (when entitled). This decision is final, and we consider the matter closed on our side.

We understand that this might not be the outcome you were hoping for. If you are not satisfied with our resolution, you have the option to escalate this matter to our appointed Alternative Dispute Resolution (ADR) provider, EADR Ltd. They are an independent arbitration authority that can review and dispute cases such as yours.

You can contact EADR by filling out the Online Dispute Form at EADR's website or by emailing them at info@eadr.org.

Thank you for your understanding.

Best regards,

Stakes.com Support Team

Dear Stakes Casino Team,

Thank you for your response. However, it did not clarify the matter at all.

Can you please be more specific regarding the "recent activity triggered our system to flag actions that are against our terms and conditions, which we have already explained via email"? It says nothing specific about the breach of the casino's Terms and Conditions.

Are we talking about the same email that was sent to the player after the account closure, where only the information about closure and a general rule was copied+pasted (screenshot below)? How could such an email explain that?

Did the casino send another email with a detailed clarification? If so, can you share the complete email with the explanation?

Since my questions were not answered sufficiently and we have not been provided with relevant supporting details/evidence, I would like to repeat the unanswered questions once again.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Can you also provide us with a link to the bonus-specific rules if there are any, or the information where we can find rules applied to the bonus in question?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Do not hesitate to use other communicators for data sharing.

Looking forward to hearing from you.

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 Narima,

I am in contact with the casino outside the thread, and I am waiting for further information and details. Therefore, I am extending the timer for the casino by another 7 days. However, please note if the casino does not reply or provide the requested until the current timer expires, we will be forced to think about complaint closure in accordance with the information in my previous post.

The casino representative should also reply directly here or I will share news or updates here.

So let's wait for the casino's response and the requested details/clarification.

Thank you for your patience and understanding.

Dear casino Guru team,

We have had communications with Narima through our customer support team and all relevant departments providing all necessary information. 

Since the resolution we provided was not satisfactory to the player and we consider this to be our final decision, we understand that this might not have been the answer the player hoped for. 

If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR and as mentioned before.

Please note casino guru team that we cannot send any player's data over any forums that is not legally associated with STAKES Casino as this would be a break of GDPR and other regulations, hence why the players will always receive a full communication by STAKES team with all the details required.

Thanks.

Regards

STAKES Team

Dear Narima,

Since there was very likely much more communication between you and the casino than you provided earlier, please forward all the communication between you and the casino to my email (branislav.b@casino.guru), or provide us with all the details you received from the casino in any other appropriate way.

Looking forward to hearing from you.

Dear Narima,

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,

Sorry but I don't have other emails from casino. I sent already all that I had.

Alright, Narima. Thank you for confirmation.

Unfortunately, since we have not received any relevant response or details from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There are 2 more options for how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (Curaçao Antillephone N.V.) and/or ADR (EADR) and submit a complaint directly to them.

You can find more about the regulator's complaint process HERE, and EADR's form HERE.

I am also adding our article with general information about complaint processes HERE.

In case of any questions or news from the regulator or ADR, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, it will not be possible without the requested clarification and details/evidence.

Best regards,

Branislav, Casino.Guru