Stakes Casino Complaints
Stakes Casino Complaint Stats
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.
Resolved
Rejected
I played at stake won a bit amount after verifying my account they just won't pay me.
5.13. In the event that the Stakes deems in its sole discretion that you have been taking unfair advantage of any bonuses or have executed any other act in bad faith in relation to a bonus promotion offered on the site or by support operators, Stakes shall have the right to block or terminate your account and in such circumstances, Stakes shall be under no obligation to refund to you any funds that may be in your account.
On this term nothing has been said. Nothing has been done wrong.
I hope we can resolve this here.
Unresolved
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,
Unresolved
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.
Rejected
I was playing the game razor returns and saw a promo. This was called race to the top by push gaming. There was prize money totalling 3000€ for the best players with the highest multiplier in the games razor returns, giga jars, big bamboo and retro tapes. I was in first place and there was 750€ to win. I haven't received any winnings yet and have asked several times with no result. This promo was running in several casinos at the same time. I know that other winners at other casinos have already received their winnings.
Unresolved
I made a wire transfer withdrawal from my stakes account on the 10th of March and I still haven’t received the money in my bank account
It’s been 7days since my withdrawal and still no funds in my bank account,.
I was told through live chat that I should receive it within 3 working days but still didn’t get money into my bank account
Thanks.
Unresolved
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,
Unresolved
Unresolved
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.
Resolved
Since the 25.10.19, its still pending. 693 EUR.
They telling all the time different stories, from no one is there who can take now of this case, over u will get an update why there is an delay (never get any email since 5 days) just got once again to the chat, now they have an update problem.
I don't have any problem, if u going to the chat and asking for what the problem is with ur winnings, but telling u many times to showing patience and u will get updated via email and no one is interested to get back to you with an responds, what the issue is.
Best regards,
Karsten
Resolved
Still I haven't received any money at October 15th (I have made a withdraw of 10x1000e and 1x240e) and everytime I talk with them, they say that my withdraw will be handled soon or that I will receive an email when it is done.
Resolved
I decided to give them a try and continued making deposits. Finally I got my balance up to 94 USD and decided to make a withdrawal.
I request a withdrawal and spoke to chat they said it takes between 2 - 3 business for the withdrawal to be processed. I matched it according to AG withdrawal times (Pending + Payment Method = 72 hours) as pending is 0 - 48 hours and 0 - 24 hours for e-wallets.
My account has been fully verified in February already. Its been pending since Sunday afternoon 08/09 - 15:27.
Now if you take into account business days, its roughly pending for 80 hours now already and not a single update whether its being reviews, approved or anything - NADA.
Support forwarded//escalated to Finance twice already and they are waiting for feedback.
1st of All I suggested an edit for pending times to be reviewed for Stakes Casino on the review page as its definitely longer than 48 hours.
2nd of All - Please can stakes casino let me know what the hell is happening.
For a casino with so many slot providers and many other positives, they sure can take forever to pay.
I am still failing to understand why Casinos in general need such long pending periods? Most casinos pays in hours or even less 5 minutes.
Please Help!
Amount involved 94 USD
Resolved
I registered and have been playing on Stakes casino for around 5 months now. I have lost many times and other times I have been fortunate enough to make a few withdrawals. My account was all ready verified from previous withdrawal.
I really got to enjoy this casino, they kept sending me offers every single Friday by email, and I would deposit and the bonus they mentioned would not get credited. Instead I would go on chat and the agent would check my account and then ALWAYS add the bonus.
This brings me to our current situation, a couple of Fridays ago, I received the same offer that the casino has been sending me since registration. I deposited and yet again my bonus was not added. I went on chat and asked to have my bonus added. The agent then CHECKED my account, and HAPPILY added the bonus NEVER mentioning that I was not eligible for it.
I then had a few spins on the slot game called Battle Royal at 10 per spin. I mention this because the game is not part of their restricted game list and 10 per spin is also fair play according to their rules. To my surprise I ended up winning 7000 and the best part of it all was that all of this was with my CASH balance. I was in loss for words, I played a little more and requested a few 1K withdrawals. I figured that it would be paid shortly as this was the kind of service the casino was accustomed to showing me... Unfortunately, after a few days nothing was being done, they emailed me asking for a selfie with me and my ID+a new ID.
I thought to myself this was no big deal and I sent them everything they asked for. Again a few days went by and still no payment, after I asked them again they said they would follow up with the right department.
Finally almost 2 weeks later I received my first installment. I had withdrawn 4K but was only paid 2 and the other 2 was declined. I logged into my account to find my balance and figured that there must be some sort of weekly limit. I requested the withdrawal again hoping to receive the rest soon. Early this morning I get an email saying:
"we are writing to you regarding your withdrawal requests.
Kindly inform you that your withdrawal requests have been declined for bonus abusing. Your winnings have been voided and your account has been permanently closed.
Thank you for understanding.
Sincerely,
Stakes Casino
If for whatever reason the casino doesn't want me to play with them anymore, I'm okay with that, but calling me some sort of abuser and stealing my money is not right. I never did anything to abuse any system or whatever this casino is accusing me of.
Every time I deposited with them trying to claim an offer that they were sending me by email, their agents would check my account before adding it. How were their agents not able to flag my account as some sort of abuser then? Week after week they didn't mention anything about that. To make matters worse, the entire balance on my account was a cash balance. I never used their bonus, I actually forfeited the bonus once I made the withdrawals, leaving me with the entire balance I generated playing wish MY ACTUAL CASH.
Can you please contact the casino and have them pay me the balance on my account?
Unresolved
Withdrew 3600e from the casino, they have a max of 1000e per withdrawal, so i had to make 4 withdrawals.
Account got verified and received the first 1000e quickly.
However it's now been over 7 days since i made the withdrawals and the 2600e is still pending with no reason given.
Live chat always responds the same, saying they will forward it to finance, yet it hasn't done anything.
Resolved
On May 1st I made a deposit, received a bonus and won some money, approx 800 euro dollars.
On May 3rd I received an email quoted "my account was successfully verified ".
I have emailed them recently and responded (May 7) claiming transaction process is 2-3 business days.
It has already been 3 business days since then and I have not received the payment.
I have read the review and other players complaints regarding long waiting periods and I thought it would be much better if I bring my complaint on this website.
Thanks !
Resolved
I requested a withdrawal of €600 on April 14th. This this is not my first withdrawal and I usually receive in 48 hours.
I wrote several times to customer support who first explained to me that they were late on withdrawals due to a change of system. A second time I was told that my request would be processed in priority and finally Thursday I was told that I would receive the transfer this morning, and still nothing. Can you help me, please ?
Resolved
I have sent all the documents for the account verification and I have contacted the live support more than 10 times.
The answer is always the same...they forwarded my case to their finance department..They apologize for the inconvenience and thanks me for my patience.
I have deposited more than 500 Euro at stakes casino before.
Hope this could help to forward my case finally!
Resolved
Resolved
Hello Ask Gamblers! I hope you guys can help me out as you have in the past :) On January 24th, i deposited 200 on this casino and won a total of 853.20. I have sent all my verification documents the same day and got the only e-mail reply on the 25th. I quote,
" [email protected] Fri 2019-01-25 5:09 AM
Hello Gaetano,
thank you for playing on our casino!
Your withdrawal request of 853.20 USD has been registered in our system and is currently being reviewed.
Since this e-mail I have replied VIA e-mail and get no answer back.
I have been on live chat 4 times since, and every time ask what's going on i get the exact same Copy & Paste answer saying " our finance department is experiencing a delay"
I just want a clear answer as to why i cannot get a clear answer if their finance team are having issues. I don't know how these things work but i'm pretty sure this isn't standard. Please help me!!
Resolved
Hello!
I have a bad situation with Stakes casino. I've won twice from their reload bonus and amounts are 1904€ and 151€ and dates were 4.12.2018 and 7.12.2018. After that I made withdrawal requests. I got asked to send documents about my residence, bank account and drivers license. I delivered those 5.12.2018 and 18.12.2018 they sent me a email asking to send those again which I did. Then 20.12.2018 I received an email from them stating that my account will be closed after I withdraw my deposit amount from my account and stated that they won't be paying my winnings. They said I've been breaking their rule on playing with multiple accounts.
"5. Only one bonus offer is allowed per player, account, address, computer and IP address. STAKES reserves the right to close any account that is deemed a duplicate account, and confiscate the funds of this account."
I am not playing with multiple accounts. My sister and mother have accounts in stakes also and they've been playing there sometimes. There has been no rules broken because my sister or mother doesn't have same address, computer or IP address with me. Now their accounts has been closed also at the same day as mine for same reason. I have screenshots of those emails and all of us has sent and confirmed documents about our identity, addresses and everything to the casino.
Best regards
Lauri < surname removed >
Unresolved
Rejected
Rejected
Resolved