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Stakes - Confiscated my winnings and my own money as well

UNGELÖST
Beschwerde-Info
Unseriöses Casino Stakes Spielothek
Grund Abgelehnte Auszahlung
Betrag € 771
Veröffentlicht am 16. Juli 2020

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,

AskGamblers
Veröffentlicht am 21. Juli 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Veröffentlicht am 21. Juli 2020

My lowest accepatation to this matter is to get my own deposited money back ( bonus deposit 250e and 771e which I deposited with no connection to any bonuses, so it is my own money.)