JuicyStakes.eu Support and Complaints Thread

Juicy Stakes is a fun and exciting poker room that offers over 300 casino games and we are on the Horizon network. We pride ourselves in our great games, fast payouts and our amazing customer service. Our forum host has many years of poker, casino and customer service experience and is dedicated to assisting any new or existing customers with any query or help they may need.

Welcome on board, JuicyStakesCS.

Thanks for joining our forum. 

Welcome to LCB forum JuicyStakes! Thank you for being available to assist our members! 

Welcome to LCB forum JuicyStakes! Glad to have you here! 

Welcome 

HI , Thank you so much, I look forward to helping as much as possible!

Welcome to LCB Forum! 

I am now using my primary email since I'm not receiving any emails from the email I registered my account to daveymac25@yahoomail.com. This is to prove who I am and what balance I had before you guys disabled and closed my account. Everything matches up as you can see.They refuse to pay me my balance because I used an old email which mine actual email is richardmckenna1956@outlook.com. I figured I better bring in the gaming control board to oversee what action can be taken to get my money from juicystakes. I Richard McKenna have never had an online account with any poker or casino site ever before this account from juicystakes. I have contacted support numerous times with them saying email them which I have with no responses. All I want is the money owed to me. I'm from the old school and hate to share my information online, but I ended up sending the documents as requested anyways. This was supposed to be a pleasant experience since the casinos are closed due to the covid 19, but they have made this a living nightmare for me. Can either the GCB or juicystakes finally do the right thing and get this straighten out and release the funds that I've earned mostly playing black jack. Please feel free to look up If I have any other accounts anywhere online or check my spotless criminal record. I haven't even had a speeding or parking ticket in my life let alone anything online either. Literally my first gaming account ever. They are withholding over $22,500 of my money. I cannot get a hold of management or the security team at all. I have not violated any rules or terms that I agreed to. I just want my money that I won legitimately on your site playing mostly blackjack with some omaha hi lo. Not at one point did I violate any rules and everything was going well until I attempted to cashout and they told me to send them drivers license and utility bill which I did and the next day my account is disabled and closed down no funds without an email or explanation from juicystakes. Please help me with this and make it right.

* personal documents have been removed by moderator MelissaN.

Sorry to hear that, damac33. 

We are going to notify the casino rep about this issue and get back as soon as we hear from them.

damac33 I don't appreciated the close conversation while asking a question. Its you're right to close my account per your rules, but you cannot steal my funds since there were no rules broken in your terms and conditions. I need to know what terms and conditions were breached on my part?
account_boxLive SupportHi! Welcome to Juicy Stakes. We will be with you as soon as possible.
Thank you very much for holding. We will be with you in a few moments.
We apologize for the longer waiting times. We will be with you shortly.
account_boxMaxHello and Welcome!
My Name is Max and I am happy to assist you today!
Richard, hey again, I thought the chat just closed, Let me check on that Rule that applied here
faceMeyou closed the chat, but that's nor here or there.
account_boxMaxRichard, I believe you also have been advised via e-mail about your account closure
faceMeI have not
Only email I've received thus far was from the documents team that they would contact me within 48 hours which didn't happen.
account_boxMaxAlright Richard, you can get in direct contact with our Security department regarding this, however as this was directly carried out by Management, chances are high that the account will stay closed and the Funds confiscated, anyway, the E-mail is security@juicystakes.com
faceMethey have not contacted me back and its been since april 30th trying.
account_boxMaxI also understand now why you are very angry about this situation, it was a lot of winnings, however I can't do anything here for you they have to get back to you since this is a sole Issue between security, management and you
Maybe send another E-mai to make sure they are aware that you are ready to interact
faceMethanks for understanding, but is there any notes to what rule was breached or anything?
account_boxMaxNothing directly, as per the Notes were just visible that there was some Paments dispute Issue and that your account has been closed as well as your Winnings have been confiscated
As said our Security department can give you more Info about this
They will be in in the morning, maybe try again by then to get a direct conversation
faceMeI've yet to be able to get in contact with them. Another operator this morning said the security team doesn't work weekends.
account_boxMaxThey are usually not dealing with documents on the weekends, however, there should be some of the staff in, Richard if you want to be double sure, just contact us again on Monday morning then they are all in for sure
faceMeokay, I've contacted them, the gaming control board, the complaints@curacao-egaming.com
multiple casino forums and having a police report being sent to me on Monday to fill out for the gaming board on the situation on hand. That's why I needed to know what rule they said I've breached.
account_boxMaxI hear you there, but as said only the Security department can tell you that
There are several rules that could be applied but I honestly don't know which one was the trigger for the breach
faceMeI got all the documents proving who I am and this is the first ever gaming account I've had and how i deposited and let alone that I've never ever had a ticket nor any type of fraud ever with my bank. 64 year old man with a spotless record having to jump through hoops isn't fun to do especially with the covid virus going on, my wife having terminal cancer, plus you guys having those fires. I'm a farmer and don't have time to keep dealing with the run around
account_boxMaxI hear you there Richard and I totally understand that this is very stressful for you, but please contact us again on Monday morning when the security department is in
faceMeHow bout you have them email me Monday morning, I had to switch emails since I'm not getting any responses from you guys at daveymac25@yahoomail.com
now I'm using my main one richardmckenna1956@outlook.com
account_boxMaxI already left a not on your Account for them to get back to you via E-mail but still come back on Monday so there is also action from your side
faceMeI'm going let MelissaN!
Content Manager / Forum Moderator
handle it from my side from here on out. Until there is a resolution and what information she can gather for the GCB and your guys licensing with the pending police report being filed this week.
account_boxMaxOkay Richard do you need anything else from me right now?
faceMeYes, what was the total funds confiscated on my account?
account_boxMaxThe amount was $2040.86
faceMewith a pending cashout off 2500 correct?
account_boxMaxAs far as I see it here yes
faceMeso $22,540.86 in total?
account_boxMaxYes that is the number
faceMeand one more thing. what were the two amounts deposited into the account?
account_boxMaxI don't see that anymore sadly
faceMe$163.99 and $169.34 sound familiar through paxful?
account_boxMaxA said I don't see that Info Richard
faceMeon april 24th $169.34
on april 26th $163.99
account_boxMaxOkay but as said Richard please check back with us on Monday
faceMethank you, you've been very helpful have a good night.
account_boxMaxYou too and all the best!

We notified the casino rep and hope we'll have the feeback today since they don't work at weekends. We'll keep you updated. 

We just heard back from the casino rep. He forwarded your case to the relevant department. He'll shortly update us here on the forum. Keep an eye on this topic. 

They yet to email me once since this has started april 30th. Chat won't talk to me.

Dear damac33,

Thank you for bringing this to our attention and we do apologize for this experience.

Our team has reviewed your issue and have contacted you with the details of how this has been resolved.

Should you need any further assistance, please feel free to contact us at anytime.

Kind Regards,

James

Dear James,

I have not been contacted once about how this has been resolved nor reached out to about this matter? All you guys said in live support was per management your account is disabled and will stay disabled becuase you didn't pass secuirty check? Which this would be impossible since this is my first account ever, spotless criminal record, and I sent all details to prove who I am.

This end user agreement is a legal agreement between You ("You") and Juicy Stakes. The software (the "Software") and the gaming, wagering, sports betting, and/or casino services (the "Services") provided on http://www.juicystakes.eu and, or any other Juicy Stakes branded site, (collectively, the “Sites”), on which You access COMPANY’s Services, are being are provided to You by COMPANY on an "AS IS" basis, for Your personal use only. The Sites are internet gaming sites and operate under a gaming license granted by the Government of Curaçao.

GC Complaints Dept
Sun 5/10/2020 6:33 PM
 
Reply
 
 
 
Dear Sir,

We do not license or have anything to do with the above mentioned website. Any site that is licensed out of Curacao will be from 4 different Master License holders. The site will display the seal of the Master License holder that they are operating under which will have a link to their site. We checked the above URL to find that they do not have a seal or mention their license number in their Terms and Conditions. Which is a requirement of the license. We assume the this may be a rogue site that is not properly licensed.

Regards,

Complaints Department

Gaming-Curacao.com

CONFIDENTIALITY NOTE: The information transmitted, including attachments, is intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and destroy any copies of this information.

I've still have no contact with these guys. They won't send any email or anything. Can someone help me????????

We'll ask the casino rep for the update. Keep you posted. 

Hi damac33,

The casino rep is going to contact their Security department regarding your case and get back to us as soon as he has the relevant info. We'll keep you updated. 

How's  this situation going? Any updates? I haven't gotten any....

We'll provide the update soon. We are still gathering the facts from the casino rep. 

Dear damac33,

Again we do apologize for this experience, however you have been contacted by the relevant department in regards to the security issues affecting your account one of them being having multiple account.

Unfortunately as a result your account will remain close and your deposits refunded.

We do apologize for any inconvenience caused.

Kind Regards,

James

I've never had multiple accounts on there and nor been contacted by you guys once. Please show me where Richard McKenna has ever had any online accounts?

Can you please tell me where I've had accounts at before or multiple accounts? It's tough to trust anything you say since I've showned you all the proof of the pudding. Please help me get my $22,540.69 for me.

This is really gaining traction? I've heard nothing from juicystakes yet. This is awful.

Hi damac33,

The casino showed us the evidence that you have created multiple accounts. You know that only one accunt per IP address is allowed. With that said you breached casino T&C. There is nothing more we can do for you. All your deposits have been refunded and your accounts have been closed. 

First and furemost, no deposits have been refunded and where in the rules does it say one ip address per household? Can I see this so call proof of the refunds and the rules that were broken per casino T&C?

We're going to check with the casino regarding your deposit refund and make sure you get all your deposits back. 

The standard rule for each casino is that you can have one account per household and from one IP address. 

So, you're saying it doesn't say anything in the terms and conditions about having more than one account in an household? So, I broke no rules correct per their terms and conditions?

Hi Damac33,

Please refer to this sentence from casino T&C: It is strictly forbidden to have more than one active Account at any one time. COMPANY reserves the right to suspend, modify, remove and/or add any Game in its sole discretion with immediate effect and without notice and COMPANY will not be liable for any such action.

You can't have multiple accounts at any casino. This is the breach of casino T&C. With that said we consider this case resolved. 

Hi Damac33,

Please refer to this sentence from casino T&C: It is strictly forbidden to have more than one active Account at any one time. COMPANY reserves the right to suspend, modify, remove and/or add any Game in its sole discretion with immediate effect and without notice and COMPANY will not be liable for any such action.

You can't have multiple accounts at any casino. This is the breach of casino T&C. With that said we consider this case resolved.

I don't have multiple accounts, Richard McKenna has one account at any casino and the only casino I've ever played was at juicystakes until they suspended my account and stole my money. In what terms did I break? If anything they broke terms by saying they're regulated which they aren't. Please tell me, thanks.

Thanks for all the help!

This is unreal, how a company and a forum like this could just take someones money without breaking any rules or nothing. I have asked multiple times with no effort or response from either of you guys.This is not how you conduct business.

username damac33

Not only did they close my account when I verified my account with them, they have $22,540.69 funds of mine they are refusing to pay. I started to do investigation of my own and realize they are posting fraudulent information in their terms and conditions. They've mislead me as a patron and are misleading everyone that accept these terms and conditions and are using the good name of the Gaming of Curacao. They refuse to resolve my issue and won't admit wrong doing about using fraudulent information on their terms and conditions. How can they get away with this? Who can we contact to get this rogue site shutdown or make them pay me my funds they owe me? Someone needs to hold these guys responsible for their actions.

Terms and Conditions
PLEASE READ THE FOLLOWING CAREFULLY. WE RECOMMEND YOU PRINT THESE TERMS AND CONDITIONS AND STORE THEM ALONG WITH ALL CONFIRMATION E-MAILS, ADDITIONAL TERMS, TRANSACTION DATA, GAME RULES AND PAYMENT METHODS AS THEY RELATE TO YOUR USE OF THE SITE. WE DO NOT FILE EACH INDIVIDUAL CONTRACT WITH USERS SO PLEASE PRINT IT OUT FOR YOUR RECORDS. THESE TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT PRIOR NOTICE.

NOTIFICATION OF THESE TERMS AND CONDITIONS CONSTITUTES THE MAKING OF AN OFFER. BY REGISTERING TO USE THE SERVICES COVERED BY THESE TERMS AND CONDITIONS, YOU ARE CERTIFYING THAT YOU ARE 18 YEARS OF AGE OR OLDER AND YOU AGREE TO BE BOUND BY THE FOLLOWING TERMS AND CONDITIONS. IF YOU DO NOT WISH TO ACCEPT THE FOLLOWING TERMS AND CONDITIONS, YOU MUST NOT REGISTER AND OPEN AN ACCOUNT AND YOU WILL BE UNABLE TO ACCESS THE SOFTWARE AND THE SERVICES OFFERED IN CONJUNCTION THEREWITH.

This end user agreement is a legal agreement between You ("You") and Juicy Stakes. The software (the "Software") and the gaming, wagering, sports betting, and/or casino services (the "Services") provided on http://www.juicystakes.eu and, or any other Juicy Stakes branded site, (collectively, the “Sites”), on which You access COMPANY’s Services, are being are provided to You by COMPANY on an "AS IS" basis, for Your personal use only. The Sites are internet gaming sites and operate under a gaming license granted by the Government of Curaçao.

GC Complaints Dept
Sun 5/10/2020 6:33 PM
 
 
Dear Sir,

We do not license or have anything to do with the above mentioned website. Any site that is licensed out of Curacao will be from 4 different Master License holders. The site will display the seal of the Master License holder that they are operating under which will have a link to their site. We checked the above URL to find that they do not have a seal or mention their license number in their Terms and Conditions. Which is a requirement of the license. We assume the this may be a rogue site that is not properly licensed.

Regards,

Complaints Department

Gaming-Curacao.com

CONFIDENTIALITY NOTE: The information transmitted, including attachments, is intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and destroy any copies of this information.

We helped you out with this case, got the relevant info from the casino, we did everything that was in our power to help you. Since you created multiple accounts there is nothing further we can do for you. This is a serious breach of casino T&C. The casino refunded your deposits too. You can't ask for your winnings when you broke t&c. 

What terms were broken? When did I receive my deposits refunds back? Do I need to show you proof on both of these issues? You haven't listened to anything I've said. Not sure how much more clear I could be?

Danny (AskGamblers Support)

Dec 22, 2020, 8:49 GMT+1

Dear @richardmckenna1956,

Thank you for contacting AskGamblers Support Team

I'm afraid that we don't have presented Juicystakes poker, we have only Juicystakes casino. This website is blacklisted by us ************* If you have trouble with Juicystaked poker we recommend submit complaint in front of the regulatory body of the casino. 
Sincerely,

Danny,

Customer Support

Melissa N can you please tell me how you sided with the casino when I've only had one account in my life. Where did you possibly get this fraudlent information? Do you know they don't have a license to operate? They broke their terms and conditions of saying they are licensed by the Government of Curacao? I can show you all the revelant information that I've collected over the past few months? Or are you just going ignore the fraud that is happening to me?

Hi damac33,

Your case was closed months ago. 

As far as I remember the casino showed us the evidence that you created multiple accounts therefore your account was closed, your funds confiscated and your deposits refunded. There is nothing further we can do in this case. 

What proof do you need from me to show you that they're lying? I never got refunded my deposits, I never used 2 accounts, and I surely not running a rogue site.

compliance@curacao-egaming.com
Wed 11/11/2020 6:07 AM
Dear Sir,

Thank you for contacting Curaçao eGaming.

PLEASE STOP EMAILING US. This brand is NOT licensed by Curaçao eGaming.

We have on several occasion already informed you that Curaçao eGaming has no connection with that site and therefore
any references made to Curaçao eGaming as one of the Master License holders
are false and misleading.

Best Regards,
Curaçao eGaming

juicystakes.com Updated 1 second agorefresh
Domain Information
Domain:
juicystakes.com
Registrar:
SafeNames Ltd.
Registered On:
2009-01-29
Expires On:
2023-01-29
Updated On:
2021-02-01
Status:
clientDeleteProhibited
clientTransferProhibited
clientUpdateProhibited
Name Servers:
dns1.idp365.net
dns2.idp365.net
dns3.idp365.net
Registrant Contact
Name:
Data protected, not disclosed
Street:
Safenames House, Sunrise Parkway
City:
Milton Keynes
State:
Bucks
Postal Code:
MK14 6LS
Country:
UK
Phone:
Data protected, not disclosed
Fax:
Data protected, not disclosed
Email:
email@yourwhoisprivacy.com
Administrative Contact
Name:
International Domain Administrator
Street:
Safenames House, Sunrise Parkway
Linford Wood
City:
Milton Keynes
State:
Bucks
Postal Code:
MK14 6LS
Country:
UK
Phone:
+44.1908200022
Fax:
+44.1908325192
Email:
email@safenames.net
Technical Contact
Name:
International Domain Tech
Street:
Safenames House, Sunrise Parkway
Linford Wood
City:
Milton Keynes
State:
Bucks
Postal Code:
MK14 6LS
Country:
UK
Phone:
+44.1908200022
Fax:
+44.1908325192
Email:
email@safenames.net

As far as I can tell, they do not have a gaming license like they state in their terms and conditions and is using safenames.net for their domain to run their site all around the world.

This juicy stakes is a joke signed up went to use a code verified email ,then couldn't find a place to enterf the code and then messaged support ,and after 15 minds of her saying how you doing today 4 times ,she then says our security team closed your account you can't hold a account here ,I ask why ? No answer?? I am blown away never had that happen before a casino that didn't want to take my money !

Hi Brian Leviit,

Please private message me your casino username so we can notify the casino rep and see what's going on. 

I do not see where to email support on this site. No idea if they have chat on platform. The site looks strange to me visually on pc or smart phone. Did not see where or how to input bonus code. And when attempting to verify email address I click send verification checked emails inbox and spam and never got one...

Hi Zellemamaflyazz,

Please provide me with your casino username and we'll check with the rep if your account had been verified. 

Don't expect any results from this site.

Beware of this poker/casino site! They will lie and steal from you. I had over $21,540.89 in my account and went to cashout and they asked me for my drivers license and utility bill and I sent that in a day later they closed my account and support says you cannot hold an account with us and will not be able to get your funds. This happened May of 2020 and I cannot find anyone or any site to help me out. This has been a nightmare and don't use this site.

Hi damac33,

Can you send us your Casino username via private message, and we will try to help you reaching out to Casino Representative.

Hi damac33,

We have reviewed your account and we can see that your account was closed for security as well as for breaching the terms and conditions of the site. Several attempts were made to work with you to have these issues resolved however these attempts were never taken up and as a result the account will remain closed. 

Kind Regards,

Casino Support

Beware of this poker/casino site! They will lie and steal from you. I had over $21,540.89 in my account and went to cashout and they asked me for my drivers license and utility bill and I sent that in a day later they closed my account and support says you cannot hold an account with us and will not be able to get your funds. This happened May of 2020 and I cannot find anyone or any site to help me out. This has been a nightmare and don't use this site.



Sapphire

Me

hello!

Live Support

Welcome to Juicy Stakes. We will be with you as soon as possible.

Sapphire

Thank you for contacting Everygame Support, this is Lisann speaking, I'm happy to be of assistance.

Hello, how may I assist you today?

Me

is this everygame or juicy stakes?

Sapphire

This is Juicy Stakes.

How may I assist you today?

Me

Sapphire
Thank you for contacting Everygame Support, this is Lisann speaking, I'm happy to be of assistance.

Sapphire

How May I assist you today?

Me

yes, do you do both support or are both just one site after seeing this?

Sapphire

This is Juicy Stakes, how may I assist you today?

Me

then why did you say everygame?

SapphireCan you please provide me with your username or email address on file please?

😊

Me

damac33

Sapphire

Thanks for that information, allow me a few moments to locate your account, please hold.

Me

I needed to talk to the security department

Sapphire

Thanks for holding Richard, I can look into this for you, allow me a few moments, please hold.

Thank you for your patience while I am looking into your query.

Me

Yes,

Sapphire

I am still looking into your query, thank you for holding.

Me

no worries

Sapphire

Thank you for your continued patience, I will be with you shortly.

Thanks for holding Sean, can you please confirm your contact number?

Are we still connected?

😊

Me

yes

563 686 4415

Sapphire

Thanks for confirm, allow me a few additional moments, please hold.

Me

ok

Sapphire

Thanks for your patience Sean, an agent from our security department will contact you shortly via phone.

Is there anything else I can assist you with today?

😊

Me

I've heard this before.

Sapphire

I assure you that you will be contacted shortly.

Is there anything else I can assist you with today?

😊

Me

yes

can you wait until i get this phone call?

SapphireSure.

😊

Me

nothing yet

Sapphire

Your patience is appreciated, you will receive the call.

Thanks for holding Sean, I've received update from the relevant department in regards to your account. Upon further review, your account will remain closed due to not passing our security checks.

Me

Sean?

I thought Sean was calling me

Sapphire

My apologizes, Richard.

You would not be contacted via phone as previously mentioned. Your account will remain closed due to not passing our security checks.

Me

you lied to me?

what security checks didn't i pass?

Sapphire

You would not be able to hold an account with us.