Casino closed my account, confiscated winning and paid only deposit amount. As I am informed casino management decided to close account according to bonus terms and conditions but they didnt inform me about exact reason. I would like to know what they considered as violation from my side. Please help me to return my winning back.

Dear adilsonmodesto315,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Do I understand correctly that you accumulated your winnings with an active bonus?

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

Best regards,

Kristina

Dear Kristina,

• I use slots, exactly I played The Falcon Huntress.
• Sure, my account was verified. This was my second winning. The first win was fully paid.
• Yes, thats correct. I played Friday reload bonus and won this money.

Thank you very much for your reply, adilsonmodesto315. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello, email is forwarded to your address.

Thank you very much, adilsonmodesto315, for your cooperation. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear adilsonmodesto315,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Stake7 Casino representative to join this conversation.

Dear Stake7 Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear adilsonmodesto315,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (http://www.kpvfaw.com/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru).

I am sorry I could not be of more help on this occasion.

All the best,

Katarina