Hello Casino Guru,

I received a bonus of 77 euros from Stake7 on October 3rd, which I had to wager once. I then did this and built up to 100 euros and paid it out on October 4th. Here is the confirmation email from Stake7:

"Hi Peter,

We have received your withdrawal request of EUR 100 and are now processing it. We will inform you if your payment has been successfully verified or if further information is required.

If you have any questions, you can reach our support team at any time via live chat or email at:

[email protected]"

Since I haven't played in this casino for a long time, I had to re-verify myself, which was done in 2 days. I've been waiting for the payout since then. I've already contacted the live chat several times and they then replied:

-We are having technical problems

-Your payout will be made in the next few days.

-I'll inform the finance department

This is all very disturbing but nothing actually happens.

Maybe you can help me.

Many thanks in advance.

Kind regards, Kai

Hallo Casino Guru,

Ich habe am 03.10 von Stake7 ein Bonus von 77 euro erhalten den ich 1 mal umsetzen müsste.Dies habe ich dann auch getan und habe auf 100 euro aufgbaut und diese am 04.10 ausgezahlt.hier ist noch die Best?tigungsemail von Stake7:

"Hi Peter,

deine Auszahlunganfrage von 100 EUR € ist bei uns eingegangen und wird nun bearbeitet. Wir informieren dich, wenn deine Zahlung erfolgreich geprüft wurde oder weitere Informationen notwendig sind.

Bei Rückfragen erreichst Du unser Support- Team jederzeit per Live- Chat oder per Mail unter:

[email protected]"

Da ich lange Zeit nicht mehr in diesem Casino gespielt habe musste ich mich neu verifizieren was aber in 2 Tagen erledigt war.Seitdem warte ich auf die Auszahlung.Ich habe schon mehrfach den Live-Chat kontaktiert und der antwortete dann:

-Wir haben technische Probleme

-Ihre Auszahlung wird in den n?chsten Tagen get?tigt.

-Ich informiere die Finance Abteilung

Das ist alles sehr beruhrigend aber es passiert eigentlich nichts.

Vielleicht k?nnen Sie mir ja helfen.

Vielen Dank im vorraus.

Mit freundlichen Grüssen,Kai

Dear Kai1980,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what kind of bonus you played with? Could you possibly send me the link to the bonus? Was it a deposit bonus or a no-deposit bonus?

Do I understand correctly that all your documents have been approved and successfully verified?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

First of all, thank you for looking at my case.

I was informed by email that 77 euros were waiting on my account because I hadn't played at "Stake7" in a long time. Unfortunately, I no longer have the email.

While playing, I saw from the bonus percentage that the 77 euros only had to be wagered once. After 77 euros had been spent, a payout was also possible.

All my documents are there and I am fully verified.

I have already made several withdrawals there, but that was a long time ago.

PS: I just asked again in the live chat and they answered the following:

"It's still in progress. Unfortunately I don't have access to it because the Department has to check it. So it can take a while as your account is banned on our license"

I don't know why. Maybe I was blocked from this casino at some point. But then I wouldn't have been allowed to play at all.

Kind regards, Kai

Hallo Veronika,

Zuerst mal Vielen Dank das Sie sich meinen Fall angesehen haben.

Mir wurde per E-Mail mitgeteilt das auf meinem Konto 77Euro warten weil ich so lange nicht mehr bei "Stake7" gespielt habe.Die Mail habe ich leider nicht mehr.

Beim Spielen habe ich dann an der Bonusprozentzahl gesehen das die 77Euro lediglich 1mal umgesetzt werden müssen.Nach 77Euro Umsatz war dann auch eine Auszahlung m?glich.

Meine Dokumente sind alle da und ich bin voll verifiziert.

Ich habe schon mehrere Auszahlungen dort get?tigt was aber schon l?nger her ist.

PS: Gerade habe ich nochmals beim Live Chat nachgefragt und sie antworten folgendes:

"Its still in progress. Unfortunately I dont have access to it cause the Department has to check it. So it can take a while as your account is banned on our licence"

Ich weiss nicht wieso.Vielleicht war ich irgendwann mal bei diesem Casino gesperrt.Aber dann h?tte ich ja garnicht spielen dürfen.

Mit freundlichen Grü?en,Kai

Hello Casino Guru,

I was paid out 77 euros by Stake7 today.

It said:

"This is the bonus amount and no more can be paid out"

Well, I want to believe it and I'm satisfied.

Thanks to the team

Hallo Casino Guru,

Mir wurden heute 77euro von Stake7 ausgezahlt.

Es hie?:

"Das ist der Bonusbetrag und mehr k?nne nicht ausgezahlt werden"

Naja ich wills mal glauben und bin zufrieden.

Vielen Dank an das Team

I've checked the Bonus terms of the casino and found the bonus you received:

2.9. The 77 Party Bonus

2.9.1. The 77 Party Bonus is a gift bonus available to selected players.

2.9.2. This offer is not transferrable and can be claimed only once

2.9.3. The 77 Party Bonus has a maximum winnings withdrawal cap of €77 and a wagering requirement of one time (1x)

I believe the capped winnings of €77 are the ones you received today. Please let me know if there is anything else I can assist you with, or if we may close this complaint. Thank you.

No, that's it.

Thank you again.

Best regards

Nein damit ist alles erledigt.

Vielen Dank nochmals.

Mit freundlichen Grü?en

Dear Kai1980,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards

Veronika

www.kpvfaw.com