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Applying terms in absurd way!


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By Andriy
8 years ago
Message on forum
Hello!

I would like to complain about the company Stay Gaming Group N.V. that operates and manages the gambling site www.staybet.com and uses software from the TAIN (you can see the information about it at the bottom of the page in the screenshot: www_info.jpg).
Also I see that Kanga B.V. has license for the gambling site www.staybet.com (you can see this in the screenshot: license.jpg).
I contacted the staybet.com support using the following contacts: https:­//w­ww.s­ta­ybe­t.c­om/­en/­contact and [email protected]

My staybet.com account login - absdsrx96.
I registered on the site www.staybet.com on 14/10/2017, made several deposits by Skrill for a total amount of 500 euros (you can see screenshot: deposi­ts_­sta­ybe­t.jpg), I did not take any bonuses, played for about a month and won some money.
20/11/2017 - my account was successfully verified (screenshot: email_­ver­ifi­cat­ion­_20­-11­-20­17.jpg) .
The balance of my account was 1 987 euro (screenshot: staybe­t_b­al1­987­e_2­0-1­1-2­017.jpg) and 28/11/2017 - I ordered a withdrawal of 1 987 euros (screenshot: staybe­t_w­ith­198­7e_­28-­11-­201­7.jpg).
05/12/2017 - my account was blocked, I received letter about this (screenshot: email_­clo­sed­_05­-12­-20­17.jpg) and I was paid only 100 euros (instead of 1 987 euros).

As you can read in the letter (screenshot: email_­clo­sed­_05­-12­-20­17.j­pg), the main reasons for blocking the account are following:
"Your account was recently used in a country where the jurisdiction for gambling is prohibited. Winnings resulting from an active account to play in a legally strict geo-location or country can lead to that the security team from Staybet taking legal actions regarding your account. In accordance with our terms and conditions I hereby notify you that the money herewith has been deducted from your account in regard of our breach of regulations terms.
We have hereby confiscated your winnings and re-sent your original deposit amount of €100 to your Skrill account."

But in Ukraine (where I live) there is no prohibition on participation in games of chance. And you know it, I think.
In Ukraine organization of gambling is prohibited, but not participation in gambling, and sanctions for violating this law are not applied to gamblers, but to gambling organizers.
So in any case, I did not violate anything, Ukrainian legislation does not forbid me to gamble.

But even if it was not so, the Staybet is not in any way the executor of the law. If the Staybet has reasons to believe that in Ukraine it is forbidden to gamble, let him transfer money to my bank account in Ukraine, and if it is really forbidden to play, the government as the guardian of the law will confiscate this money from me and punish me. But Staybet does not have the right to make it. Where is the 500 euros that the Staybet received from me as a deposit? How did Staybet use them? Sent to the budget of Ukraine? Let him report on this. I think Staybet just stole it from me and took it.

I know that you have the authority to force Staybet to pay me the entire sum of 1987 euros, including my winnings, and you have all the powers and reasons to oblige Staybet to return at least my deposit 500 euros. This will be the return of my funds, which Staybet outrageously stole from me.
Otherwise a dangerous precedent can be created that can undermine the credibility of the entire betting business, honest bookmakers will suffer from this.

Kindly ask you to help me.

All mentioned screenshots are attached.

Kind regards, Andriy Demeshko.
Disputed Casino Staybet Casino
Amount €1987

Discussion

User name

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

User name loyalty-level-2
Dear administration of the site Askgamblers.com!
The fact that Staybet does not pay money for more than 1,5 months, without specifying any time frame, is a blatant violation of the principles of fair gambling, and such a position of Staybet deserves more decisive action on your part, for example, including this operator in the blacklist, as well as appeal on the basis of numerous complaints in Curaçao demanding to deprive the operator of a license.

I also call on all victims of Staybet actions to write a complaint to the regulator in Curaçao, demanding to intervene in this situation right up to the deprivation of the Staybet license.
The complaints can be left here: https:­//v­ali­dat­or.c­ur­aca­o-e­gam­ing.co­m/v­ali­dat­e?d­oma­in=­sta­ybe­t.c­om&seal_id=dc25c25a-e803-4e17-89ab-86d8c5d73598 or you can send your complaint by e-mail into address: compla­int­s@c­ura­cao­-eg­ami­ng.com (license issued to the operating company Kanga B.V.)

Also all victims can leave their comments on the pages of Staybet on Twitter and Facebook.
User name
Hello,

We are sorry for the delay that may have occurred, this is absolutely nothing we expected to happen and we are very sorry for the actions that has been caused. I can not say exactly when it will be processed but we will inform you via email once it is processed.

Regards,
Staybet.com
User name loyalty-level-2
You answer so during the month, this is unacceptable.
Therefore, I would like to hear from you specific deadlines.
When will you pay me all the money?

Staybet Casino Complaint Stats

Resolved 25 / 60
Avg. Amount $2,224
Avg. Complaint Duration 11 days
Avg. Response Time 3 days

Staybet Casino Complaints

See all complaints for this casino
No payment, no response and now blocked
Hello! I am stil waiting for payment after now 36 days. On March 14th I requested a withdrawal for 6,900 SEK. After about 3-4 days I asked support if something was wrong and they told me that it wouldn't be processed and I had to wait until it returned to my account and then request another withdrawal. So I made a request for 6,000 (lost 900) and after about 3-4 days nothing had happened again. I asked the chat and he (David) told me it says it is pending but in reality it does nothing at all. Some bug he said. So again it returned to my account. If I hadn't asked why nothing had happened it would probably still be "pending" (doing nothing at all). However, I had to ask them to cancel in order to make a third withdrawal. After 3 days (and a few mails and chats) the money returned... I now made three withdrawals, trying some other "tactics" or whatever. They were for 5,000, and 600 (I lost 400). I lasked them the same day to cancel the 600 due to tilt... It returned 2 days later and i lost them. So 5,000 remaining. That one was pending for about 4-5 days before I asked them to cancel it. Again it till several days for the money to return. I decided to try this "one big-one small" - "tactics" again. So I made requested for the fourth time... Now for 4,000 and 1,000. I didn't have much hope because during all these weeks they claimed they had a lot to do and I had to wait for my turn, they had technichal issues, their partner responsible for withdrawals had problems, they are changing platform and so on. However, they told me every now and then that it would be procesed during the day day and sometimes that it was resolved and I would expect a payment. Nothing happened for 3-4 weeks up to that point, so I was chocked when I saw that the withdrawal for 1,000 no longer was pending. 4 days later it was banked. What is weird with this, is that the other request for 4,000 (that I made simultanuesly) never was processed. I checked the day after, and nothing was pending. So I thought they finally paid in full. However, the day after that the 4,000 was back as pending status. It has been like that for almost two weeks and the last thing I heard from them was Friday 13th when they told me their IT-group for their backoffice worked on the technical issues. That same day I noticed they have a new starting page. However, now I can't egen log in. It says "UserNotFoundException". Live chat doesn't work almost no games in demo mode works, forget password doesn't work and so on. And no info anywhere. I have mailed every day now any without response. I get the auto mails but they never reply. Is the site down? Bankrupt? Are they simply ignoring me forever now, blocked me from the account? Or is it actual tech problems that will be resolved? Today it has been 36 days in total. Will I ever get the money?
Status unsolved Unresolved
kr4,000