Home Complaints Stakes Casino - Player’s winnings from a bonus have been cancelled.

Amount: €999

Stakes Casino - Player’s winnings from a bonus have been cancelled.

4.9/10 Bad reputation Submitted: 26 May 2020 | Unresolved : 17.06.2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

8 days ago - 17 Jun 2020

The player from Germany has been accused of breaching bonus terms by placing a single bet greater than €5, therefore, his winnings were confiscated. However, this rule applies only to Finnish players, so her winnings shouldn’t be confiscated. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Peter M
Casino analyst and complaint specialist
Public

My win was confiscated by casino with this message "Please know that your withdrawal request has been declined since you placed bets over €5.00 limit while playing with bonus." If you read their terms you will see that it is stated the ONLY FINNISH PLAYERS have such a restriction, all other players can bet up to 10 EUR. I am German, I tried to explain it to casino but they won't listen to me: "Your case was already checked by the payment department and the casino management and the decision is final."

Public

Dear Laura,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:


"Maximum bet allowed with bonus money or winnings derived from promotions is €10, except for Finnish players. Finnish players are allowed to bet a maximum of €5 with bonus money or winnings derived from promotions. Any winnings will be forfeited if any bet is placed at a higher amount than these amounts."


Our position is closely explained in Fair Gambling Codex /fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, this is a different case, as this maximum allowed bet should only be applied to players from Finland. Laura, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is [email protected]. If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Public

Hello Kristina! I hope you don't mind if I answer you here. Unfortunately casino does not give the opportunity to download playing history. The only way to forward it is to make screenshots but in that case I will have to make 106 screenshots. I would ask casino to send it if they are able to download everything in one file.

Regarding the bonus, it was takes from the casino's "Promotions" section - https://www.stakes.com/promotions . The promotion is called "Bonus Safari - Tuesday bonus"

Public

Thank you very much Laura for a quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Hi Laura,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

Public

We would like to ask the Stakes 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Public

Hi Laura,

I tried to get in touch with the casino on several occasions but there was no response. I’m afraid, there is not much that can be done without the cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Curacao Gaming Authority ([email protected]) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: [email protected]).

Best regards,

Peter