Confiscating winnings in violation of their own terms

I have been a VIP member of the casino for some time, completed the KYC verification process, and have not encountered any issues with the casino before.

On May 25, 2026, I received a VIP Cashback bonus based on my net losses from the previous week. Using this Cashback bonus, I won €6,000 while playing Gemix. After completing the wagering requirements, I attempted to withdraw a total of €5,500.

The casino paid me only €2,000 and removed the remaining €3,500, claiming that the Cashback bonus had a maximum win limit of €2,000.

Since then, for approximately two weeks, I have repeatedly requested the following from the casino:

1. Proof that this specific term was available to me before I started playing, such as a screenshot, document, or email clearly stating the €2,000 maximum win limit.

2. The return of the removed €3,500.

3. An explanation as to why the bonus balance did not automatically reduce from €6,000 to €2,000 when the wagering requirements were completed, as would normally happen if a maximum win limit applied.

The casino has consistently avoided answering my questions. Initially, I was told to wait until June 8, 2026, because my VIP manager, Armando, was on vacation. After that date, I sent another email reminding them about the dispute, but I have still not received any response.

The casino has been unable to provide any evidence of this alleged term. On the other hand, I have retained all promotional emails related to the bonus, and none of them mention any maximum win limit. The bonus terms and the promotion page also contained no reference to such a restriction.

In addition, I have a video recording showing the moment the bonus funds were converted into real cash after wagering was completed. The balance was not automatically reduced at that stage, which would normally occur if a maximum win limit existed.

I am frustrated that I have to fight for my money because I am always very careful about reading and following bonus terms and conditions. Whenever this casino applies maximum win limits to bonuses, those limits are usually clearly displayed in promotional emails and on the promotion page. In this case, there was no mention of any maximum win limit anywhere that was accessible to me.

I feel that the casino is avoiding my questions because they know they cannot provide evidence that this term was properly disclosed before I played the bonus.

I made the deposit through the app and it was processed directly from my banking app as a thirdparty payment process, I’ve been patient all through for more than 48 hours now, and no feedback on my deposit till this hour, I was told to wait for 24 hours at first, I provided the informations they needed and now they saying they haven’t gotten a response from the relevant team, that they are unable to provide any further information until they receive an update from them.

Hi AskGamblers Community,

I registered with Stakes.com through an affiliate link on AskGamblers, believing it was a safe and reputable casino. However, I am in disbelief at how I've been treated.

My account was recently closed without any prior notice, and my funds were withheld. The support team provided a vague and generic explanation, citing a breach of their terms and conditions without providing any specific details or evidence of what I allegedly did wrong.

Despite my requests for clarification and proof, I received only a broad reference to their right to audit and withhold funds, which seems arbitrary and unfair. I complied with all the terms and conditions of the promotion I signed up for, and this feels like an illusory promise that undermines trust in their promotional offers.

I'm seeking advice and support from the AskGamblers community on how to proceed with this issue. Any help would be greatly appreciated.

Thanks,

On 17.04.2024, I made a deposit of approximately 300k usdt to my account and, later, I noticed that my account was restricted, no transactions are made in my account, and then I noticed that the 300k usdt balance was deleted, and I cannot see the money, all level verifications of my account, which I had previously verified, were cancelled and documents were requested again, I completed the verification up to level 3, and although I have uploaded the payroll and account statement for about 20 days with bank approval and signature, they are constantly rejecting.
I do not believe that such a well-established betting company is doing this, I attach the relevant evidence to the file.
Where is the money I deposited 300k usdt? why it does not appear, I want to withdraw my money, and then I want to close my account.
They are doing their best not to approve level 4 verification.
We are also preparing to file a civil lawsuit with a turkish lawyer in melbourne this week during this process, we will file a big lawsuit against the company (easygo.io), I sent them a letter before filing a lawsuit and they ignored it.
I have informed them of all legal liabilities that may arise.

Hi I am writing this email because I have been robbed by stakes casino. This is the first time when I actually feel that I have been cheated and so it has affected my day and ruined my week totally.

I will start my complaint telling about how I was introduced by stakes. I saw good reviews of the casino in the internet where they promoted their welcome bonus, which felt tempting so I tried my luck and deposited for the first time in 21.4.2020 to Stakes casino. I read the rules and deposited 250e for 100% bonus, so i got 250e bonus. Then I got lucky and my balance got to 771e after wagering the required amount. I tried to withdraw but I couldn´t so I went to the chat to ask what was the issue. I needed to sent some standard documents to verify my identity, address and my deposit method. I did that and after checking them they requested some more documents. They wanted to get a proof of my income so I sent my student and house allowances as a proof. After that they didnt respond in a while I went to the chat to ask once again, and accidentally deposited 771e more of my own money to my account, I was trying to withdraw my 771e because I thought I could, but I accidentally deposited the same amount. So now my balance was 771e, the amount I won on my first deposit and 771e of my own money which I deposited accidentally, so 1542e in total. After a while speaking with the chat they told that they didnt get my email so I sent it through by chat and got a response that the documents which I sent werent good enough so I sent new ones, more specified ones. Then they checked it and sent me and file to fill up, to verify my income. I did that many times, because the first times werent good enough. I had to print the file and fill it up which cost my couple of euros. After I filled and sent the required documents, they still wasnt satisfied, they requested an updated document of my income, which i had to request from my bank, which also cost 10e. Aftr this I thought I would get my winning 771+ my own money 771e back from their casino. But unfortunately Stakes casino wasnt satisfied and requested me yet again a new document which was my passport. At that time I was so frustrated because I had been waiting for these money for months now, it was already June. I still sent them what they wanted and was hoping that this was the last request they made and I would get my winnings and my own deposited money back. To my huge shock, I had been working to get these money for nearly 2 months sending them documents they required, I got an email where they said that my withdraw was cancelled and that I had been using the bonus wrong/bonus abusing. I cant figure out what I did wrong because I only deposited once after they promoted their welcome bonus. Beside this everything to my surprise Stakes Casinos managerement had denied my withdraw and sent only my deposited welcome bonus amount back. So when I went to my account there was only 250e on my account despite the fact I had deposited 250e and 771e of my own money there. This is so outrageous that it filled anger and ruined my day. I have been trying to solve this issue with the Stakes casino chat but they refuse to understand the situation, and close the chat when ever I try to talk to them. I tried to explain this issue but they only sent that this was managerements decision and its final. So there isnt anything else I can do, besides to write a complaint of your casino to this email. I hope this will solve the case and I will get my winnings back and fore most my OWN deposited money which was 250e+771e. If you guys cant solve this to my pleasure i will need to take this further and ask politely you guys to send me some further information on how to continue this complaint. I saw that curacao was your leading licensing company so i would like to send them a message of this and I will be sure they wont like what has happened. So it is up to you, how you want to proceed with this matter. I have lost a great deal of my time in this nonsense, and now also my own money 771e, which is absurd. Please answer me quickly and provide further information. If this message isnt enough to get my money back, please provide me instructions and sites where I can continue my complaint.( The standard complaint procedure, curacao email etc.) I sent two pictures of my deposit to stakes, the first one is my first welcome depost to stakes which I won 771euros of total and which was robbed from me. The second deposit is my own money deposit and they also robbed that from me.
Best regards Lasse Känsälä,

Okay so ive been playing about 18 months at stakes casino and i have withdrawed alot of times and i have lost also. But this time i happened to win 5500 euros with 2 different deposits worth of 900 euro. I played bonuses and i played 5 lions slot which is allowed in the bonus terms and i played with 5 euros bet which is the max bet in bonus. First they asked me about additional documents including selfie with id and source of wealth. I sent those documents and my account got fully verified. I withdrawed the 5500 euros and it got declined and they told me i have bonus abused as played in group even tho i have played there like 18 months exactly same way and got all my withdrawals. They told me that after i withdraw my 900 euros they are going to close my account. Well i tried to withdraw my 900 euros and it got declined also, then i asked via email that why that happened. They responded that i wont get even those 900eur and that they already closed my account already.

I started playing in this casino 26.11. and everything has been more or less ok, sometimes games crashing because of "internal server error", but that hasn't been a problem, except this one time i paid bonus round of 120€ in game "Return of Kong megaways". The game took my 120€, but right after that, came "internal server error" and of course i thought that just by clicking "ok" and refreshing the page will make it work again like always. But this time it did not. Money was gone, but bonus round did not start, regardless what i did. So now it has been "under investigation by technical team" for a week, but i haven't received my money back, or haven't been able to pay trough the bonus round and i haven't received any news regarding this situation. So this is one case what is very concerning.

Another thing is that i made withdrawal request of 600€ 27.11. and right after that i sent required documents for "Finance team". I did not receive any confirmation/contact from them since then. Then i had to go and ask from Chat that have they received my documents, which they confirmed that they have received them. I was told that it will take 24-48h to verify my account.

Then i waited till 2.12. and because i did not receive any mail from Stakes Casino at all, i had to go and ask them again on chat that what is going on. Then i was told that "front side of ID" is missing and there was "re-request made on Thursday". But i haven't received any mail or contact from the casino, so i have been unaware of the situation. But the situation is that the front side photo of ID was there with files already 27.11. and it has been impossible to "miss this document". Then on chat i told them to "check the mail 27.11. again, since it is very clear that the photo is there". And also i sent a question for finance team by mail 2.12. and asked "is there a problem with my documents, please inform!" and i haven't received any mail regarding that situation.

Now again 3.12. i contacted chat and they are still claiming that they are "missing front side of ID", which i have already sent 27.11. as you can see from the screenshot attached. But i again re-sent the photo separately again, but i'm now contacting you, AskGamblers to make sure that this situation is fixed because now it seems that this verification procedure is being delayed on purpose since nobody is contacting me from the Casino.