Complaint #52
Staybet Casino
Account Closed and 200 000 + SEK Winnings Unfairly Confiscated
8 years ago
For several months I have been trying to get in contact with Staybet without any success.
It all started on 10 May 2017, when I receieved an email from staybet saying that they had closed my account and cancelled all of my withdrawals. I had over 200 000 SEK in pending withdrawals that I had been waiting to receive for a very long time. Some of them were even from 2016.
To explain why my account had been closed they wrote a list with 4 points.
The problem is that all 4 of these points are either not true or not prohibited at all.
I will now list exactly what they said in each of the 4 points (translated from swedish):
1. "Wagering has been done during several months with bonus money on games with sure win features (Pimped, Royal Masquerade etc.) where also higher coin value has been used to avoid the max bet rule on all lines."
2. "During your game sessions, many games have often been active at the same time (which affects the result)"
3. "A big part of your wagering has been done on games specifically removed from bonus wagering"
4. "All of your deposits have in one way or another led to crediting of bonus money"
I have also attached a screenshot of the original email (in swedish).
As mentioned before, the problem with these 4 points is that they are either not true, or not prohibited at all. I will now explain why.
* Point 1 and 3:
It is true that I have played games like Pimped and Royal Masquearade, which contains what you call "sure win features". I mostly played these games last year (2016) and back then these games actaully contributed 100 % to bonus wagering. When I played them they were not in the list of games excluded from bonus wagering. As soon as I discovered that playing these games did not contribute to bonus wagering I stopped playing them. Your argument in point #3 is therefore meaningless.
As for the higher coin value per line it does not matter at all for the actual bet size. Sometimes I played with coin value 1 SEK and 5 coins per line and sometimes I played with coin value 5 SEK and 1 coin per line. The total bet was 50 SEK in both cases, which was allowed by your terms and conditions (max bet is 50 SEK). How much a coin is worth is irrelevant for the actual bet size or winnings since the total bet was the same in both cases. Therefor your argument #1 is meaningless because I have not breached the max bet rule of 50 SEK per spin.
* Point #2:
It is true that I had more than one game active at the same time. The thing that surprises me is how Staybet can claim that it could somehow affect the outcome of the game!
The reason why I played with many game windows open was because it is very fun and exciting. The only thing that happens is that it is faster to both win and lose. The RTP is of course not affected by playing with my games at the same time and it is almost shocking how Staybet can make such a claim. There is of course nothing in the terms and conditions prohibiting this kind of game play. Therefore point #2 is also not a valid argument.
* Point #4:
It is true that I have only made deposits that also gave me a bonus. But why does it matter? It is allowed to play with bonuses on Staybet and there is nothing written in the terms and conditions saying that there is a bonus limit.
Every single time I asked in the live chat they offered me a bonus. Why would I make a deposit without a bonus when they gave me new bonuses on every deposit? Claiming bonuses is not prohibited at all and therefore point #4 is not valid.
Staybet has obviously no valid reeason to confiscate my winnings. I have played according to their terms and conditions and all of their "points" are either false or not prohibited at all.
Because of this Staybet should pay me the over 200 000 SEK of rightful winnings.
It all started on 10 May 2017, when I receieved an email from staybet saying that they had closed my account and cancelled all of my withdrawals. I had over 200 000 SEK in pending withdrawals that I had been waiting to receive for a very long time. Some of them were even from 2016.
To explain why my account had been closed they wrote a list with 4 points.
The problem is that all 4 of these points are either not true or not prohibited at all.
I will now list exactly what they said in each of the 4 points (translated from swedish):
1. "Wagering has been done during several months with bonus money on games with sure win features (Pimped, Royal Masquerade etc.) where also higher coin value has been used to avoid the max bet rule on all lines."
2. "During your game sessions, many games have often been active at the same time (which affects the result)"
3. "A big part of your wagering has been done on games specifically removed from bonus wagering"
4. "All of your deposits have in one way or another led to crediting of bonus money"
I have also attached a screenshot of the original email (in swedish).
As mentioned before, the problem with these 4 points is that they are either not true, or not prohibited at all. I will now explain why.
* Point 1 and 3:
It is true that I have played games like Pimped and Royal Masquearade, which contains what you call "sure win features". I mostly played these games last year (2016) and back then these games actaully contributed 100 % to bonus wagering. When I played them they were not in the list of games excluded from bonus wagering. As soon as I discovered that playing these games did not contribute to bonus wagering I stopped playing them. Your argument in point #3 is therefore meaningless.
As for the higher coin value per line it does not matter at all for the actual bet size. Sometimes I played with coin value 1 SEK and 5 coins per line and sometimes I played with coin value 5 SEK and 1 coin per line. The total bet was 50 SEK in both cases, which was allowed by your terms and conditions (max bet is 50 SEK). How much a coin is worth is irrelevant for the actual bet size or winnings since the total bet was the same in both cases. Therefor your argument #1 is meaningless because I have not breached the max bet rule of 50 SEK per spin.
* Point #2:
It is true that I had more than one game active at the same time. The thing that surprises me is how Staybet can claim that it could somehow affect the outcome of the game!
The reason why I played with many game windows open was because it is very fun and exciting. The only thing that happens is that it is faster to both win and lose. The RTP is of course not affected by playing with my games at the same time and it is almost shocking how Staybet can make such a claim. There is of course nothing in the terms and conditions prohibiting this kind of game play. Therefore point #2 is also not a valid argument.
* Point #4:
It is true that I have only made deposits that also gave me a bonus. But why does it matter? It is allowed to play with bonuses on Staybet and there is nothing written in the terms and conditions saying that there is a bonus limit.
Every single time I asked in the live chat they offered me a bonus. Why would I make a deposit without a bonus when they gave me new bonuses on every deposit? Claiming bonuses is not prohibited at all and therefore point #4 is not valid.
Staybet has obviously no valid reeason to confiscate my winnings. I have played according to their terms and conditions and all of their "points" are either false or not prohibited at all.
Because of this Staybet should pay me the over 200 000 SEK of rightful winnings.
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