Stakes Casino - Die Auszahlung des Spielers verzögert sich aufgrund der Bonusregeln.

The issue is that I had a bonus of €160, which I then used to make €4,000. Now they're claiming I violated the bonus rules because I placed more than €5. I will forward the email they sent me to them.

Es geht darum das ich eine bonus von 160 euro hatte, denn bonus habe ich dann umgesetzt habe damit 4k gemacht. Und nun kommen sie mit den text ich habe gegen die Bonus rechtline verstoßen weil ich mehr als 5 euro plaziert habe. Die email was sie mir geschrieben haben werde ic hihnen zukommen lassen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

Our position is closely explained in Fair Gambling Codex https://casino.guru/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, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Yes, that's correct, but I won the €4,000 with a €4 stake, so they should make it so that I still have to gamble away money, because you can see that it was only like that when I won the €4,000. Besides, I'm not used to it being like this; I've always received a message saying that you can't bet more than €5. I sent the refund by email.

Ja das ist richtig aber ich habe die 4k gewonnen mit 4 euro einsatz dann sollen die das so machen das ich immer noch geld verspsoielejn muss denn man sieht ja das es erstr so war wo ich ich die 4k gewonnen habe.und zumal ich kenn das nun mal nicht so ich habe sonst immer eine anzeige bekomme ndas man nicht mehr als 5 euro setzen darf. hab den rewst per email geschickt

Hello,

Thank you for your response and for providing the screenshots.

After reviewing your game history, I can see several bets exceeding the €5 maximum permitted during bonus play, including bets of €5.40 and considerably higher amounts.

I understand that you won the disputed amount with a smaller bet. However, the maximum bet rule applies to all bets placed while the bonus is active, not only to the bet that generated the winnings.

I also understand your frustration about not receiving a warning when exceeding the maximum bet limit. While we believe casinos should ideally implement such warnings, their absence does not invalidate the bonus Terms and Conditions, which players are responsible for following.

Unfortunately, exceeding the maximum permitted bet constitutes a violation of the bonus rules, and we generally consider the casino entitled to confiscate bonus winnings in such circumstances.

For this reason, we are unable to proceed further with your complaint, and it will now be rejected.

I'm sorry we couldn't provide a more favorable outcome.

Thank you for your understanding.

Best regards,

Attila