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I deposited €50 and played with the Friday bonus. I won approximately €2,400. I understand that the bonus has to be deducted. However, I should have received a percentage of my winnings, right? I only got my €50 stake back. Does it matter how much I win playing with the bonus, will any winnings never be paid out? And I always only get my stake back? The chat agent couldn't help me. I was told to write to support, but I never received a response from them.

Ich habe 50 € eingezahlt und mit dem Friday Bonus gespielt. Ich habe 2400 € circa gewonnen, dass der Bonus abgezogen werden muss, ist mir klar. Jedoch hätte ich doch prozentual meinen Gewinn erhalten müssen??? Ich habe nur meinen Einsatz von 50 € zurück erhalten. Ist es egal wie viel Gewinn ich erziele mit dem Bonus spielt, wird dann nie ein Gewinn ausgezahlt? Und ich erhalte immer nur meinen Einsatz zurück? Der Chat-Mitarbeiter konnte mir nicht weiterhelfen, ich sollte an den Support schreiben, von dort habe ich jedoch nie eine Antwort erhalten.

Dear Akimra,

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.

• Do I understand correctly that you played with this bonus - https://stake7.com/promotions/friday-bonus?
• Could you please advise if you have already played with this bonus before? Did you experience the same issue?
• Have you tried contacting the casino regarding this issue?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, thank you for your response. Yes, it was the Friday Bonus. I had used the bonus for the first time. I first contacted the chat, but the chat partner said they couldn't help and that I should write to support. But I didn't receive a response from them.

Best regards

Hallo, vielen Dank für Ihre Reaktion. Ja, es war der Friday Bonus. Ich hatte den Bonus zum ersten Mal benutzt. Ich hatte zuerst den Chat kontaktiert, dort teilte der Chatpartner mit, er könne nicht helfen, ich solle an den Suport schreiben. Von dort habe ich aber keine Antwort erhalten.

Mit freundlichen Grüßen

Thank you very much for your reply, Akimra. 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.

The chat with the employee was not saved. I asked there why the winnings were not being paid out and the chat employee referred me to the email support, which is attached, from there I received no response.

Best regards

Den Chat mit dem Mitarbeiter hat es nicht abgespeichert, dort habe ich angefragt, wieso der Gewinn nicht ausgezahlt wird und der Chat Mitarbeiter verwies mich auf die E-Mail Support, diese ist angehängt, von dort habe ich keine Antwort erhalten.

Mit freundlichen Grüßen

Thank you very much, Akimra, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Hello Akimra,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Stake7 Casino to join the conversation.

Dear Stake7 Casino,

Can you please provide us with an explanation of why the player's winnings were confiscated? If there are any factors contributing to the situation that cannot be shared publicly, please share them directly with me at [email protected]

Thank you for your efforts

Danke für Ihre Bemühungen

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 Akimra,

I have discussed your case with the Stake7 team outside of this thread, and the situation turned out to be much more complicated than it appeared at the beginning.

You have claimed the Friday bonus multiple times before; however, a few things came to light after your gameplay was checked.

While you played with an active bonus, you have breached the max bet on multiple occasions. Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard, as every casino uses its own platform software. We always strongly advise players to familiarise them selfs with the casino bonus policy and the specific rules for any bonus or tournament. You ultimately agree with the rules when you register your account and when you claim a bonus. A lack of awareness regarding the rules, sadly, does not constitute a valid justification for non-compliance.

These rules are mentioned in the General Bonus Terms & Conditions

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(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.

and the Friday bonus terms and conditions to which you agreed when you claimed the bonus:

10. In the interest of fair gaming, the maximum bet per game round when the bonus balance is active is €5. The amount wagered on any game with a "bonus buy" or "feature buy" option counts as the total cost of the spin, not as the stake or value of the game round on which the feature or bonus is played. Example: Money Train with a bet of €1, the bonus buy is 80x (€80), so the bet for this round would be €80. Please also note that using the risk or ladder feature, which some providers offer, also counts as a bet. For example, if you win €10 in the Ramses Book game and use the risk function, this will be counted as a €10 wager and you would exceed the maximum allowed wager with an active bonus. Players who do this agree that their bonus and any winnings associated with it will be voided.

Sadly, you have placed multiple bets over the €5 limit, and one of the bets was even in the amount of €20, which significantly exceeds the allowed limit. Moreover, there were multiple best, so we cannot unfortunately say that it was just a single mistake.

Additionally, once you completed the wagering requirements for the bonus, rather than asking to withdraw your winnings, you chose to deposit another €50, which is rather uncommon, and you kept playing. Regrettably, since the winnings in your account originated from bonus play, even though you added real money, the funds became mixed, and due to violations of the bonus rules, they were not eligible for withdrawal.

The casino team acted in accordance with their rules and returned the deposit to you. An email about the procedure and the bonus violation was also supposedly sent to you on 02/Jun/25. Have you received it?

I understand that you contacted the livechat agent on 02/Jun/25, but they didn't have all the information at hand, that's why they advised you to contact the casino team via email. I acknowledge the screenshot you shared, but the casino has not received any email from you from your email address [email protected]. The only email the casino team received from your email [email protected] was from 26.5.2025 regarding an account access issue, but that's it.

Are you sure you contacted [email protected] from your email [email protected]?

So it doesn't make sense to receive a bonus and play with it? Unfortunately, this is so complicated that even someone who isn't familiar with this topic can't understand it. I wasn't aware that there was a maximum bet or that you could only play below a certain amount. Thank you for your efforts anyway. So it makes sense not to use the game at all and wait until it's over, so as not to fall into a trap unknowingly.

Es macht also demnach keinen Sinn, dass man einen Bonus erhält und mit diesem spielt? Dies ist leider so kompliziert, dass es einer, der sich nicht konkret mit so einem Thema auskennt, verstehen kann. Das man irgendeinen Maximaleinsatz hat oder nur unter einem bestimmten Betrag spielen darf, war mir gar nicht klar. Vielen Dank für Ihre Bemühungen trotzdem. Es ist also sinnvoll, das Spiel erst gar nicht zu benutzen und jedem davon abzuwarten, um gar nicht erst unwissend in eine Falle zu tappen.

Dear Akimra,

I understand that this may seem intricate to you; however, it is not as difficult as it appears. You are certainly welcome to claim a bonus if you desire, but when claiming a bonus at any casino, there are particular rules that must be followed. It is crucial to adhere to these bonus regulations in order to withdraw winnings earned while utilizing a bonus. The maximum bet rule during gameplay with an active bonus is a standard practice within the industry, commonly found in nearly all online casinos.

If you would like to learn more about what online casino bonuses are and how they function, please refer to our article HERE.

Now to the Friday bonus - https://stake7.com/promotions/friday-bonus, The bonus rules are freely available in the bonus description when you click on the "Terms and conditions"

The maximum bet rule is clearly mentioned and explained in the bonus rules

As I mentioned, it is every player's responsibility to read, understand and play in accordance with the rules. You ultimately agree to these rules when you claim the bonus.

A lack of awareness regarding the rules, sadly, does not constitute a valid justification for non-compliance.

I understand that the outcome of your complaint is not what you had expected, but as I have explained, because of the breach of the maximum bet rule on multiple occasions, you were sadly not eligible for the winnings.

The casino team operated in alignment with their regulations and refunded your deposit. This is the appropriate course of action. Regrettably, there is nothing more that can be done in this instance. I wish I could provide more favourable news.

I hope my response has elucidated the situation for you. May I proceed to close this case as addressed/clarified?

Yes, you can close the case. Thank you for your efforts.

Ja, Sie können den Fall abschließen. Ich danke Ihnen für Ihre Bemühungen.

Dear Akimra,

Thank you for your confirmation.

I highly recommend that you read, understand, and adhere to the bonus rules to prevent any similar disappointments in the future. Should you still have any uncertainties regarding the rules, it is advisable to contact the casino support team for further clarification.

I will now proceed to mark the complaint as resolved/clarified in our system. I would like to express my gratitude to both parties for their cooperation. If you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Centre. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru