FAQ

Questions and Answers

Here you can find the most common questions asked of our customer service. If you are still unable to find the answer to your question, address our customer support at

support(at)stake7.com

Can I also play stake7 games in play-money mode?

Naturally, you can try out all of the games in Fun-mode with virtual play money.

  • In order to play with play money you first need to log out.
  • Unregistered players may only play with play money!

A starting credit of 1000 Euros play money is available at your disposal. Just pick a game of your choice!

I did not receive a confirmation email after registering!

Please check your Spam/Junk folder – despite frequent communication with various email providers, our confirmation email may in rare occasions land in your SPAM/JUNK folder. Please check in this location and mark stake7.com as a safe sender, thereby you can assure that your stake7.com emails will in future be seen as trustworthy and will be displayed in your regular inbox.

AOL email account holders should, if possible, indicate an email address of an alternative provider (for example: web.de), since AOL seems to filter emails quite arbitrarily. Unfortunately, this inhibiting AOL spam protection setting may mean stake7.com emails cannot be forwarded to the respective AOL inbox.

I have forgotten my username, what should I do?

You can only retrieve your username through our Support service. Please send a request to support(at)stake7.com with the subject line: username

In order to verify your identity and provide you with the username, please answer the following questions:

  • Your birth date

  • Please answer the security question you selected: (If you have forgotten your security question, then we can send you a reminder, the answer to the question however must be submitted by you.)

These questions are to protect player accounts from misuse through unauthorized parties.

How do I receive my new customer welcome bonus?

You will receive the welcome bonus once, when you make your first payment after registering. Furthermore, the bonus is linked to certain revenue regulations.

You can find the current bonus regulations and a precise description of how to obtain your bonus on our website, at:

https://stake7.com/en/promotions/special-offers.html

Please note: each player may only be given ONE active bonus per time period. If you are already claiming one active bonus, you may not enter any other bonus codes.

This means, for example, that if you have already claimed the welcome bonus, then you must first redeem it before you can claim the loyalty bonus on your first payment of the month.

How do I receive a bonus for making a payment by bank transfer?

Payment method - bank transfer: Please note that bonuses for making payments by bank transfer (not to be confused with payment by immediate transfer) cannot be given automatically, as it takes several days for the amount to be credited to our account.

If you still wish to claim a bonus code for making payments by bank transfer, once you have successfully completed your bank transfer, please send us an email at support(at)stake7.com with: Bank transfer bonus in the subject line.

In the email please include the username you used when registering at stake7.com so that your bonus can be allocated to you. The bonus will be credited to your account once your payment has been received.

Please note: each player may only be given ONE active bonus per time period. If you are already claiming one active bonus, you may not enter any other bonus codes.

This means, for example, that if you have already claimed the welcome bonus, then you must first redeem it before you can claim the loyalty bonus on your first payment of the month.

Which documents do I need to provide to confirm my identity?

Please read the information below carefully so we can verify your details and confirm your account at Stake7.com as quickly as possible.

In accordance with security and licensing regulations in Europe, we require a legible colored copy of a valid identity document bearing a photograph as well as another document bearing an address (e.g. bank statement, electricity bill, letter from a public authority or insurance company)

This is for your security and has been put in place to prevent misuse. This helps us ensure that no unauthorized third party has access to your Stake7 account and can perform unauthorized transactions.

1. The following documents are considered valid photo ID:

- passport (back and front)

- national ID card (back and front)

- driving licence

The document must be clearly legible and valid for at least four weeks from the date that it is received. It must include your photograph and signature.

2. As a supplementary document (not older than 8 weeks), you can use any of the following(only one of which needs to be submitted):

- an official letter or a letter from your insurance company (including surname, given name and address)

- a bank statement indicating your address (with money amounts concealed). Address details can usually be found on the first page of the statement or

- a recent bill from your telephone, electricity or gas provider indicating your address.

3. If you have made a deposit using a credit card and want the payout credited to it:

- then we will also require a colored copy of the front and back of this card (with the CCVC credit card verification code obscured on the back).

4. If you have made a deposit using a Paysafe card and want the payout credited to your bank account:

then we will also require a colored copy of your bank statement showing your name and account number.

Attachments should not exceed 2 MB per email. Please submit every document in one of the following formats:

- JPG

- PNG

- PDF

For more information please check our Pay Out Policy, which is part of our Terms and Conditions.

Please send the documents exclusively by email to our customer service, which is also available to answer any queries, at: support(at)stake7.com

How can I perform a payout?

A payout is possible at any time, assuming your stake7.com has been verified and you have an amount of at least 10 Euros available on your account. To do this, click on "My Casino", then on checkout and from here on the button "Payout".

We will always try to perform payouts to the payment method you used when making the deposit. – Here it should be noted that different payment methods are used depending on your resident country:

For example, if you were to pay in 100 Euros using your VISA card, then you would also receive the payout on your VISA card.

Payout requirement:

  • Your account must be verified for a general payout to be performed!
  • Only a single payout can be claimed and processed at once! A payout claim must be completed before you can claim a new payout.

To verify your account:

In accordance with the Anti-Money Laundering Act, we are legally obliged to ask all players requesting payouts to confirm their identities.

1. For this we require a copy of your identity document (front and back), in addition to a copy of a telephone, electricity or gas provider bill or any other official document (e.g. from a public authority, insurance company) that shows your address and confirms your identity.

The identity document must be clearly legible and valid for at least four weeks from the date that it is received. It must include your photograph and signature.

2. If you have made a deposit using your credit card and want the payout credited to it: then we also require a copy of the front and back of your card. (Card Validation Code blacked out)

3. If you have made a deposit using a Paysafe Card and want the payout credited to your bank account: then we also require a copy of your bank statement showing your name and account number. More information on the bonus and the payout conditions can be found on our site under General Terms and Conditions or at:

https://stake7.com/en/promotions/special-offers.html

Attachments should not exceed 2 MB per email.

Ideally scan in the requested documents and send them via email to Stake7 Support support(at)stake7.com.

How long does the payout process take?

Payouts by bank transfer may take up to 3-5 days depending on your bank. In our experience, instant transfer is the fastest method for payments and payouts.
Please note that an instant transfer payout will require 2 more days if it falls on a weekend.

We will process your payout within 24 hours as long as we have your identification documentation.

 

Why have I still not received my requested payout?

Please keep in mind that a payout is only possible to verified clients.

In accordance with the Anti-Money Laundering Act, we are legally obliged to ask all players requesting payouts to confirm their identities.

1. For this we require a copy of your identity document (front and back), in addition to a copy of a telephone, electricity or gas provider bill or any other official document (e.g. from a public authority, insurance company) that shows your address and confirms your identity.

The identity document must be clearly legible and valid for at least four weeks from the date that it is received. It must include your photograph and signature.

2. If you have made a deposit using your credit card and want the payout credited to it: then we also require a copy of the front and back of your card. (Card Validation Code blacked out)

3. If you have made a deposit using a Paysafe Card and want the payout credited to your bank account: then we also require a copy of your bank statement showing your name and account number. More information on the bonus and the payout conditions can be found on our site under General Terms and Conditions or at:

https://stake7.com/en/promotions/special-offers.html

Attachments should not exceed 2 MB per email.

We will verify your account and carry out the payout as soon as we have received the documents we still require.

The payout I had requested has been re-credited to my player account. How come?

Please remember that payouts are available only to verified clients.

In accordance with the Anti-Money Laundering Act, we are legally obliged to ask all players requesting payouts to confirm their identities.

Assuming we have not yet confirmed your identity after requesting a payout, you will receive an automatically-generated email in which we will inform you of the documents we still require.

If we do not receive the required documents within 14 days of your payout request, then the requested funds will be credited back to your player account.

Where can I find information about the games?

You can find the instructions for each game with detailed instructions underneath the respective game, when you open the game and click on the question mark (?). You can display a description in the game glossary by clicking on the “i” symbol displayed in the game preview. You can also find an overview of all the games’ descriptions under the “HELP” tab in the main-menu.

How can I revoke my bet in a table game if I have made a mistake?

As long as the game has not yet started, you can increase, reduce or revoke your bets in a table game.

After chips have been laid on the table, you can take them off by holding the mouse over the chips and dragging them away.

As soon as the chips are laid out on the table, you can simply hold the mouse over the chips and pull the chips off the table if you have clicked on the respective chips and keep the mouse button pressed while dragging the chips off the table.

Where can I review my gaming history, my bonus and my data?

Your personal area – the “MY CASINO” area – opens as soon as you have logged on to stake7.com with your username and password.
In the overview you will find the “DEPOSITS” button, your current account balance, the latest transactions and the game you last played.

Additionally, you can manage your last played games, your open games and your favorite games through the tabs displayed here.

To receive a detailed overview of your activity, please click at “MY PROFILE” on the “OPEN” button in “MY CASINO”. You will find the following tabs here:

  • Account
  • Payment
  • Transactions
  • Game history

In “ACCOUNT” you can find the information such as your address data, your bonus revenue, your bonus points etc.

The current status of your bonus progress can be found in the following settings:

Log in-> go to MY CASINO-> In MY CASINO please go to MY PROFILE and click on OPEN. -> in MY PROFILE now click on the last menu item entitled BONUS

Where can I see the number of loyalty points I have collected and convert them into real cash?

 

You can follow your progress collecting loyalty points in the following settings of your account:

Log in-> go to MY CASINO-> In MY CASINO go to MY PROFILE and click OPEN. -> Now click the last menu item BONUS in MY PROFILE. Here you will find the number of loyalty points you have collected.

Converting loyalty points into real cash:

  • Customers whose identities have been confirmed (the required documentation has been submitted and confirmed) can convert their loyalty points themselves at any time, irrespective of the number of loyalty points collected. To do so, please enter the number of points you want to convert into real cash into the respective field and confirm the entry with your password.
  • For customers who have not yet submitted the documentation to confirm their identities, please contact Support (support(at)stake7.com). After reaching a minimum of 100 points, the Support Team will convert your loyalty points into real cash.

You can see how much real cash you can receive for your collected loyalty points in the following table of examples:

Loyalty points           Real cash

100                             EUR 1
1,000                          EUR 10
5,000                          EUR 50
10,000                        EUR 100

 

I receive an error message while loading the games.

Please check the following points – while every computer is different and therefore also the problems that can arise may differ, a large portion of the potential problems on your PC/Mac may, however, be avoided if the following basic requirements are fulfilled.

  • Flash player 10 is a basic requirement
  • Java has been enabled and updates installed
  • Operating systems Mac OS X (all versions), Windows XP or better
  • Minimum requirement for Internet connection: basic DSL (Speed: 768kb/s).

Additionally, we recommend that you make sure to erase your browser contents (cache) and cookies. Now nothing should keep you from an untarnished gaming pleasure.

What should I do if I receive an error message?

Our customer service generally recommends that you undertake the following steps prior to contacting stake7.com:

  • Close all browsers
  • If possible, erase all cookies

 

Here you can find a brief description on how to erase cookies with the most common browsers

Firefox: Extras->General->Privacy->Erase the recent history or cookies

Internet Explorer: Internet options->General->Erase the browsing history and cookies

Safari: Settings->Privacy-> Remove cookies and website data

Chrome:
Settings->Advanced settings->Content Settings->Clear browsing data->Locate the section named Cookies and click the All cookies and site data… button->To clear all cookies, click the Remove all button at the bottom.

  • Make sure that you always have the latest versions of Flash and Java Script installed.
  • Reload the stake7.com page in your browser

When will more games be coming out?

We are constantly expanding our range!

You can find early announcements of new games through the Stake7.com page and in our regular newsletters.

Are there fees and costs in the Stake7 Casino?

No, using the Casino on Stake7.com is free. There are no basic fees, not for the account management nor for the payouts.

Fees for accounts without revenue and account deactivation

  • If your account remains inactive for over 180 days, i.e. you have not performed a payment or payout, nor made a cash bet during this period, your account will be regarded as „inactive“.
  • As soon as your account reaches “Inactive” status, we are entitled to charge a processing fee of 4 Euros for the management of the account (Inactive account fee). As part of this inactivity status, we are entitled to withdraw the Inactive account fee from your account the day after a period of 180 days of inactivity. We will continue to withdraw the aforementioned fee from your account every 30 days thereafter. Additionally, all of the unused bonus points will be erased. This procedure will be repeated until your account reaches zero.
  • If your account reaches 0 (zero) Euros after 180 days of inactivity, we are also entitled to close the account.
  • The “Inactive” status will revert back to active status and withdrawal of the account management fee will discontinue as soon as you perform a payment, payout or cash bet.
  • Fee for accounts with no turnover: €4.00

Note: we reserve the right to make adjustments to fees and other costs!


What does “fee for accounts with no turnover” actually mean?

This fee is a management fee for accounts with no turnover, if your account has displayed no activity for over 180 days. The fee will be withdrawn from your Stake7.com account.

When do I have to pay the fee for an account with no turnover?

The fee for accounts with no turnover will be withdrawn from your account at the end of the 180 day period, so starting on the 181st day. The inactivity fee for your account will then continue to be withdrawn from your account every 30 days. This procedure will continue throughout the duration of the inactivity, until you perform a payment, a payout, a cash bet or your account level reaches 0 (zero) Euros.

How do I pay the fee for accounts with no turnover?

On the day following the end of the 180-day period (so the 181st day) the fee will be withdrawn from your account and every subsequent thirty (30) days, should your account continue to remain inactive.

If your account balance is below the payable monthly fee, only the remaining sum will be withdrawn, bringing your account balance down to zero.


What happens when I use my account again?

Once you re-activate your account through a payment, payout or cash bet, the fee will no longer be withdrawn from your account, starting from the date of activation. Fees that have already been withdrawn cannot be reimbursed. Your account status will then be switched back to “Active”.