Stake Casino - Spillerens konto er blevet lukket efter en bonustvist.

I was thinking of moving from Razed to Stake. I have gambled over 250m USD.

I spoke to one of stake's vip people - i told her i would consider moving if she would match or beat razed.

There were some pretty standard requests for rakeback lossback etc, but one specific one.

i get 5000$ for everu million wagerered at razed regardless of losss.

She came back and said she would.be abe to do it all - that they didnt do exact amounts so i might get more than 5000$!. She then gave 200 per million.

I told her it was unacceptablel and hthen made made a silly joke that ill just go kill myself because of how bad this is.

She had me permanenrlt banned and most bonuses reviewed.

Screenshots prove all her promises and her paathetic attempt at weaseling out and saying it could also be less.

WHY WOULD I MOVE FROM 5000 TO 200?

Dear ajs686,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It’s important to note that each casino has its own unique bonus policy and reward system. Bonuses are essentially gifts from the casino, and they have the discretion to determine who qualifies and under what conditions. Unfortunately, we do not investigate the reasons behind a casino’s decision not to provide a bonus, nor can we compel them to offer specific bonuses.

Additionally, I’d like to mention that any reference to suicide, even as a joke, is taken very seriously by responsible gambling establishments. For safety reasons, it’s common for casinos to permanently close accounts when such comments are made.

• Could you please clarify what the balance in your account was at the time the casino closed it?

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Did my screenshots not come through of her offering to match the deal or better it?

you are completely right, it was a terrible joke. interestingly, when i said it, they restricted fund access which you would think (if i was serious) would be quite evil.

I will find out the balance.

It’s important to note that my untoward comments bare no relation to this case as stake’s actions occurred prior to them being made and they would not have changed the outcome of the funds.

it is fine for casinos to have unique, varied and negotiated benefits, but when these benefits are such a huge portion of a user’s funds back from a casino, making an offer and then removing it is obviously a breach of contract.

further, when attempting to contact any senior member of stake to discuss the conduct of their vip staff member, their response being ‘you must contact that staff member’ is nonsensical and unproductive, especially when that employee will not engage.

We have received the screenshots of your communication with the VIP agent regarding the cashback offers. However, as mentioned in my previous response, the amount of cashback or other loyalty rewards falls outside the scope of our investigation for complaints. These deals are managed exclusively by the casino.

Please let me know how much real money balance you had in your account before it was closed. Has your account been permanently self-excluded? If you had any remaining balance, did the casino customer support specify when you will receive it in your bank account?

I will look into the funds in the account.

Whilst I have an inkling of a understanding of your unwillingness to get involved in cashback and loyalty rewards - do you know of an organisation / institution that may want to involve itself in such claims.

I can sort of see how people might just say "oh i expected a bigger bonus" but if a casino gives a firm acknowledgement of funds to be received, there is (hopefully) some recourse

I completely understand your frustration, and it’s clear that the situation has been quite disappointing for you.

As mentioned earlier, Casino.Guru’s role is to help players with complaints regarding casino operations and ensure that they follow appropriate policies. However, loyalty bonuses and cashback offers are typically determined by the casino, and they reserve the right to change or withdraw such offers. While I understand this may feel like a breach of trust, unfortunately, these matters fall outside our scope for direct intervention.

If you’re looking for an external institution to take your claim further, I would recommend reaching out to the licensing authority. They may be able to provide more guidance on how to handle this situation.

In the meantime, I’m happy to continue assisting you with any other questions or concerns. Please let me know once you have an update regarding the balance on your account, and I’ll do my best to help you resolve this.

Dear ajs686,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i never got my lossback either by an austalian friend of the owner's who has has been marketing the product with KYC credentials supplied... advice on VPNs... bit bizarre

Dear ajs686,

Thank you for your updates and for providing more details. I understand your frustration, but as previously mentioned, Casino.Guru cannot intervene in disputes related to loyalty bonuses or cashback offers, as these are managed and determined by the casino. Since there hasn't been any further update regarding the balance on your account, we will now proceed to close your complaint. If you have any new information or need additional assistance, please don’t hesitate to reach out and reopen this case.

Best regards,

Veronika

Casino.Guru Team