FAQ

Here you can find quick answers to your questions without the need to contact our support.

Click the "Create Account" button at the top right corner of the navigation bar and fill in the simple registration form. You will then receive an activation link on the email address you provided when creating your account..

It's possible the activation email was unfortunately sent to your junk mail because of active filters on your inbox. If the email is not in that folder, please contact us through our online chat or send us a message at: support@stakes.com.

Click the "Login" button at the top right corner, then the "forgotten password" link. You will be redirected to a page requiring you to enter your username in order to create a new password. If you have forgotten your username, just contact us through the online chat or send us an email to: support@stakes.com and we will be happy to assist you with your username. 

Once you are logged into your STAKES account, you will be able to check out your profile and all your account details by clicking the player menu icon (next to the Deposit button) at the top right corner.

No you can't, you must be 18 years old and older to be able to gamble according to the law. STAKES always verifies all personal details in order to make sure each STAKES player is of legal age.

This is not possible.  Please make sure you chose your username carefully when creating your account, and pay attention to the spelling.

Once you are logged into your STAKES account, click on the player menu icon (next to the Deposit button) at the top right corner. In the menu, select your username, then "Player details" in order to change your address or phone number. If you want to change other details, please contact us through the online chat or send us an email to: support@stakes.com.

Once you are logged into your STAKES account, click on the player menu icon (next to the Deposit button) at the top right corner. In the menu, select your username, then "Player details" and tick the box stating that you do not wish to receive promotional emails. Then, click the OK button to confirm.

A bonus is a special offer consisting of extra money or free spins. The type and amount of a bonus can vary and for some bonuses you have to fulfil turnover requirements in order to withdraw the bonus amount. For instance, if you made a 100€ deposit with a 100% bonus, you will have 200€ available for playing on STAKES. Please refer to our promotional page to check out  our ongoing bonus offers.

To activate a bonus on STAKES, all you have to do is going to the "available bonuses" section on your player account, choose the bonus you want to activate and then click the "activate bonus" button. Furthermore, you can only activate some of the bonuses when you make a deposit. Please see our bonus terms and conditions if you want to know more. Please note that it's always up to you to decide if you want to accept a bonus or not.

When a bonus consists of free spins, it will always be credited the following day of your deposit or when the free spins are claimed.  You will find your free spins in your account the following day before 15:00CET

Please note that free spins are not subject to any turnover requirements. This means that everything you win from free spins will go straight to your principal balance and you will be able to withdraw it whenever you want (minimum 20€ per withdraw).

As soon as you make your first deposit at STAKES, a 100% bonus up to 100€ + 50 free spins will be available on your account. In order to activate the bonus, you need to claim it on your player account menu by clicking on your profile image and then on the "available bonuses" tab.

In order to withdraw your bonus, you will have to bet the same amount 35 times + the deposit, though you can withdraw your winnings at any time, even if the bonus turnover requirements have not been fulfilled. In that case, the initial welcome bonus amount is just taken off from the withdraw amount.

For instance, if you play with a 10€ deposit as well as a 10€ bonus and you win 510€, you will be able to withdraw 500€ right away (510€ - 10€ bonus) or keep playing  until you meet the turnover requirements in order to withdraw the bonus as well. This feature makes it one of the most interesting bonuses on the casino market!

Free spins allow you to play for free in real mode on a slot machine for a definite number of times. When you use free spins, you have exactly the same chances of winning than if playing with your own money. 

All games do not similarly contribute in fulfilling bonus turnover requirements, and some of them are even excluded. Here is a list indicating the turnover to each type of game:

Game Type

Contribution %

Video Slots

100%

Classic Slots*

75%

Live Casino

0%

Table Games

0%

Video Poker

0%

(*) Games considered as classic slot machines: Jackpot 6000 & Mega Joker.

Let's use an actual example: if a game contributes to 100%, it means that if you bet 10€, these 10€ will be accounted for turnover requirements. If a game contributes to 75% and you bet 10€, then 7.50€ will be accounted for.

Please note that Scrooge, Devil’s Delight, Bloodsuckers & Dead or Alive are excluded from promotional offers. You can play on these when an active bonus is available on your account, but the bets won't contribute to the turnover requirements achievement linked to that bonus.

In order to know how much more you need to bet until you can get your bonus, you just have to log into your STAKES account and check out your profile, and then click the "Player bonuses" button.

Login to your account, and click the Deposit button at the top right corner of the header. The deposit tab will automatically open and you will be able to choose your favourite payment method. On STAKES, you have the possibility to deposit using Visa & Mastercard, Neteller & Skrill payment services, Paysafecard or even bank transfer.

STAKES validates withdrawals within up to 24 hours. Once the request has been validated by our financial department, we will issue your payment immediately. Neteller and Skrill payments go straight to your account.  Bank transfers take 2 to 5 working days depending on your bank.

During the validation period, you can cancel a withdrawal request and put the balance back to your player account through the "pending withdrawal" on your user menu tab.

Make sure all your details have been correctly entered. Check the digit numbers you entered.  Are you sure you are on the deposit page and not the withdrawal page? Are you using a card which is accepted as payment method on STAKES? If you are sure you entered all the right details, try to reload the page. Generally, the main cause for unsuccessful deposits is due to your bank or credit card. If the problem persists, please contact them so you can get more information and resolve the issue. And you can also contact us at any time for assistance .

This rarely happens but if it does please make sure the funds have been deducted from your card/account and then contact us. We should be able to find the origin of the issue and solve it, without you having to send a proof of payment. However, in some rare cases, we might need you to send a payment receipt in order to investigate with the payment platform further.

All deposits go straight to your STAKES account, except for bank transfer deposits. These are usually credited within 2 to 3 days.

Go to your player menu at the top right corner of the window when you're logged into your account, then select the withdraw tab.  Choose your favourite withdrawal method and follow the instructions. The minimum amount for a withdrawal is 20€ (50€ for bank transfer withdrawals).

Withdrawals should be requested through the same payment method used for deposits. If the deposit method used doesn't allow withdrawals, another payment method can be used. For instance, if you made a deposit with Paysafecard, you can request a bank transfer withdrawal since Paysafecard can only be used for deposits.

On STAKES, players can withdraw their winnings at any time, even if the bonus turnover requirements have not been fulfilled. When a player requests a withdraw before the bonus turnover requirements are met, only the initial welcome bonus amount is deducted from the withdrawal amount.

For instance, if you play with a 10€ deposit + a 10€ bonus and win 510€, you will be able to withdraw 500€ (510€ - 10€ bonus). This feature makes it one of the most generous bonuses on the market.

Make sure all your details have been entered correctly. Check if the requested amount is not over your actual balance. Have you entered the right bank account number? Do you have an active bonus whose turnover requirements have not been met (for welcome bonuses, you can request a withdraw at any time, you will only lose the initial bonus amount)? If all this information is correct, please contact us so we can help you with this issue.

Logg inn på din konto og trykk på Innskuddsknappen øverst i høyre hjørne ved overskriften. Innskuddsfliken vil automatisk åpne seg og du kan velge din favoritt blant de ulike betalingsmetodene. Hos STAKES har du muligheten til å gjøre innskudd via betalingsservicene Visa & Mastercard, Neteller & Skrill. Paysafecard og til og med bankoverføringer kan også brukes.

Please make sure the browser version you're using is the latest one. Then, ensure your internet connection working properly.  In order to optimize your gaming experience, we suggest you close all intensive applications when you're playing on STAKES.

If you have a technical problem while playing (freeze, crash...), you can get back to your session right where you left it next time you will launch the game. If you can't relaunch the game right away, the ongoing spin will end on the server part, even if your computer has frozen or your internet has been disconnected. All winnings will be added to your balance, as usual.

It's possible your server connection has been lost. Try to log out of your account and log in again. If it still doesn't work, you can also try to close your browser and relaunch it. If the problem persists, please contact our support to assist you.

If you have any questions or a problem, you can send us an image along with your message - you can do so by taking a screenshot so we can see what is on your screen.

Here are a few instructions to take a screenshot using Windows;

  1. Make sure what you want to picture is on your screen
  2. Press "print screen" on your keyboard
  3. Open the "Paint" or "Word" on your computer, and use the Ctlr + V shortcut (or "paste" in the edition menu). The image you screenshot will appear.
  4. Save the image on your computer
  5. Finally, add the image to the email you want to send us

Here are the instructions using Mac:

  1. Make sure what you want to picture is on your screen
  2. Press Shift + CMD + 3 in order to take the screenshot. The image will be saved on your desktop
  3. Finally, add the image to the email you want to send us

Yes, you can get help at any time through the online chat. You can also contact us through email at: support@stakes.com and we will get back to you as soon as possible.

In order to be able to verify your identity, and for security and legal purposes, STAKES can request an ID confirmation at any time - you might need to provide documents, often with your first withdrawal or after you make several deposits.

The requested documents are:

  • Copy of your ID card, driving license or passport
  • Copy of an electrical, gas or phone bill where your name + address are stated, not older than 2 months.

Please also send us the following documents according to the payment method you use:

  • Neteller: Screenshot of your Neteller account (URL address, name and email will have to be stated)
  • Skrill: Screenshot of your Skrill account (URL address, name and email will have to be stated)
  • Bank transfer: IBAN/bank details (your name and number account will have to be stated)
  • Credit card: copy of your CC (two sides) - make sure you hide the 8 numbers at the front center and the CVV on the back.

Documents must be sent to this email address: finance@stakes.com and will be processed as soon as possible.

The e-Gaming authority of Curaçao often checks out our website and verifies our creditworthiness. Furthermore, all connections to STAKES.com are made securely through SSL encryption. This means the transfer of information is encrypted in order to be only available to authorized parties. Our payment processor also uses the latest technologies so all stored information (credit card, account numbers...) are safe during payments, deposits and withdrawals.

Our gambling license has been awarded by the Curaçao government, one of the most reliable jurisdictions gambling wise. This license is a warranty that we respect the existing laws and your rights as a player, and so you can play on STAKES with complete peace of mind, knowing that your personal details and money are safe.

All our casino games are genuine and original and use a random number generator certified by an independent agency. Whether you're playing in fun or real mode, the same random number generator is used, in order to make all games fair when it comes to chance.

If you want to limit the amount of your weekly or monthly deposits, you just need  to contact us and let us know the deposit limit you'd like to apply. Once you reach this limit, you will not be able to make another deposit until the next week or month depending on the instructions you gave us. Please note we can't stop a player from making a single deposit exceeding the weekly or monthly limit as long as this limit has not been reached yet.

Send us an email to support@stakes.com stating your username as well as a brief explanation why you wish to close your account. You can choose between a permanent and temporary closure. If you want to close your account temporarily in order to limit possible addiction risks, please just let us know the duration or the closure.

Our page dedicated to responsible gaming gives you the procedure for getting professional help in case of gambling addiction.  Always feel free to contact our support for assistance.  They will be happy to help you in any way possible. 

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