Stake7 Casino - 플레이어의 상금은 몰수되었습니다.

Casino confiscated my winning, paid only deposit amount and closed my account. As I am informed the reason for this action is bonus terms violation from my side, but I didn't use bonus. I got my winning on real money. This was my sixth winning. The previous 5 winnings were fully paid. For me it is unclear why the casino acted like that and confiscated my funds.

Dear tomashugorivas,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you accumulated your winnings with a bonus in the past?
• Did the casino clarify which rule was breached?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

I was focused on slots.

Once I used bonus in the past but I completed wagering and winning was fully paid.

The casino sent me the following:

I am writing to inform you that after an internal investigation, management has decided to close your account.

As per our bonus terms and condition:

1.23. We reserve the right to audit your gameplay/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance.

I don't understand why it was considered as bonus violation when I didn't use bonus.

Thank you very much for your reply, tomashugorivas. Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

Yes, this is only explanation that I got from the casino. I shared email with you.

Thank you very much, tomashugorivas, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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, tomashugorivas!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank 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 tomashugorivas,

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 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K