Hello,

I am experiencing an issue with Stakes Casino. On November 30, 2024, I accepted a casino bonus and scored winnings. While I was wagering my winnings, my account was locked. I have been reaching out to them for the past four days, but they have not unlocked my account or provided any updates.

I trusted this casino and deposited my money, but after winning, my account was suddenly locked. I have adhered to the bonus terms and conditions, but now I risk breaking those terms because my account remains locked, and the wagering time for my winnings is running out.

Would you be able to assist me with this issue or perhaps help expedite the process with Stakes Casino?

Thank you for your time and support.

Best regards,

Lovro

Dear khanda6123,

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 played - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the casino account?
• Do I understand correctly that you haven't received any explanation from the casino regarding this situation?

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

I have had an account with the casino and actively using it since August 2024, and was never asked to complete a verification process.

I primarily played slots.

The only explanation I’ve received from the casino is that my account is under review by their management, and they have no further information at this time. I’ve been receiving this same response for the past five days.

Thank you very much for your reply, khanda6123. Do I understand correctly that you had €17,000 (dispute value) in your casino account before it was closed?

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,

Please find it attached. I haven’t received a response for several days. I’ve reached out to chat support multiple times, but they keep giving the same answer — there are no updates, and I need to wait for an email.

Before my account was closed, I had €17,000 in it, and now my time to meet the wagering requirements is running out.

Thank you for your assistance.

Thank you very much, khanda6123, 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 khanda6123, 

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 Stakes Casino representative to join this conversation. 

Dear Stakes 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 khanda6123, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.