StayCasino - I have 10k on hold

This is the answer from Staycasino:


Hello Hakan,

Please be informed that your winnings were confiscated due to T&C violations -
You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Games.
The Casino reserves the right to retain payments, if suspicion or evidence exists of manipulation of the casino system.

The amount that was subtracted is 10014.47 EUR, and it won't be refunded to your account.

To be able to request a withdrawal for 20 EUR - the amount of your deposit remaining on your balance you need to complete verification of your account. Once your account is verified, request a withdrawal to your Neteller account.

After we confirm the cashout, your account will be closed.

Regards,
Kira

How is that even possible when I register, deposit with my Neteller, verify myself and play a game which is on the site of the casino and win?

They are stealing my money without any full explanation about the reason? What is going on here?

Dear StayCasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Email from staycasino today:

Dear Hakan,

You were informed previously that winnings were confiscated due to T&C violation.
The decision was made by the administration on the basis of T&C paragraph 10 Anti-Fraud Policy.

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions, the Company reserves the right to terminate such a Player Account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

Unfortunately, the decision cannot be reviewed, and therefore there is no point in challenging it. We are ready to assist you with account verification so that you can withdraw your deposit amount as mentioned earlier.

They don't even provide me with information what the real issue is.
That I won on their casino playing a game that they offer on their site?

Now they confiscated the money without telling me why and also that this will not be reviewed.

What is going on here?

Dear AskGamblers,

On the morning of December 23, we were notified that 1spin4win had recalled Cash&Spins 243 game.
We reported TUNNELBOX’s gameplay to the game provider for a check that confirmed that winnings resulted from a bug in the game, which is why it was recalled.
As we referred to our T&C earlier, players are obliged to report any bugs and technical problems and are restricted from using such bugs to their advantage:
10. ANTI-FRAUD POLICY
Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.
We are emailing you with more details and proofs.

Best regards,
StayCasino Team

Hi,

I was playing a game on your site a game which you offered.
We received messages from other streamers that this happened as well in other Casinos.
The casinos got covered by the game provider 1spin4win for the wins regarding the issue.
The other Casinos ( we can send the casino names to askgamblers and they can ask them and also the game provider if they covered the losses).
So when other Casinos cover the losses in favour of the players but you keep the money for yourself it looks very shady.

Is it my job to check if your games are working? What is a bug in the game then? I play, I get in the Freespins in the first spin...is this a bug?
Please define if this is manipulation from the player side or human error from the game provider.

Dear TUNNELBOX,

The casino is not responsible for the correct work of games, nor for any errors in games:
8. DISCLAIMER OF LIABILITIES
The Casino, its directors, employees, partners, and service providers:
do not warrant that the software or the Website is/are fit for their purpose;
do not warrant that the software and Website are free from errors;
do not warrant that the Website and/or games will be accessible without interruptions;
Shall not be liable for any loss, costs, expenses, or damages, whether direct, indirect, special, consequential, incidental, or otherwise, arising in relation to your use of the Website or your participation in the games.
You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims, and liabilities, howsoever caused, that may arise in relation to your use of the Website or participation in the Games. You acknowledge that the Casino shall be the final decision-maker of whether you have violated the Casino’s Terms and Conditions in a manner that results in your suspension or permanent barring from participation in the Website.
Our actions were advised by the game provider, as they discovered that the game had a technical error - a bug.
We are sorry if you used it to your advantage unknowingly, yet we still have the right to confiscate illegitimate winnings regardless of them being intentional or not.

Best regards,
StayCasino

And why in the world other casinos paid their players out with the same issue?
Just one question, did 1spind4win cover the losses for their mistake?

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that StayCasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.