Complaint #20 StayCasino

Ignored Self-Exclusion Request Due To Problem Gambling

By Denise J.

3 years ago

Message on forum

Hello,

I read the responsible gambling section at Stay Casino, contacted live chat and made a request to self-exclude due to problem gambling on May 11, 2023, I was told by the agent that my casino manager would contact me. I emailed my VIP Manager Angela and requested self-exclusion.

I have since emailed 3 times and am still not self-excluded. I have managed to deposit almost $11,000. I withdrew $4500.

I struggle with online gambling, and having this type of delay is very damaging.

I would like to make this complaint as I feel they are ignoring their responsible gambling terms.

Thank you,

Denise < surname removed >

Disputed Casino StayCasino

Reason Other

Amount $6500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

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

AskGamblers

• Support Team

3 years ago

Dear StayCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

StayCasino Complaint Stats

Resolved 5 / 6

Avg. Amount $960

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

StayCasino Complaints

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STAY casino don't pay my 100 euros win

Good afternoon Ask Gamblers Team.

I won 100 euros from NO DEPOSIT FREE SPINS, I requested a withdrawal and Stay Casino hasn't paid in 4 days.

They keep saying that there is an error in the system, I think that is an excuse.

I read here in the complaints that a player had the same problem as me.

Please help me resolve this situation, I want my money.

Resolved

€100

I have 10k on hold

Privnote

Note contents

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Deposit 20eur with my Neteller - won 10k with that on Cash&Spins 243 from 1spin4win.

Got Freespins every round, so obv. the game was on demo mode in the real money version.

Game got removed after a while.

Sent my verification documents, like in all the other casinos that I played for the last 15 years.

Neteller and Proof of Address got verified very fast!

ID and selfie are still pending.

After I went in the Live Chat the problems started.

3-4 days I will receive an Email about the situation...

After 4 days no Email...tried again in the Live Support, they said tomorrow I will receive an Email

Next day no Email...tried again in the Live Support, this time no time frame provided, I have to wait whenever they feel like answering me

After I told them that I am live streaming the conversation on Twitch and I need better answers...

I got blocked from the chat. And also got blocked from playing.

So I am on hold since 7 days, with no explanation or any statement what will happen.

They simply say, wait until we feel like answering.

Not sure when I will receive an Email, but 7 days is a long time to check some documents.

Resolved

Previously verified account, now refusing to pay withdrawal

I had previously had verification issues with this casino after requesting an 1800 dollar withdrawal. They were asking for a photo of a bank card I no longer had and hadn't used for over a year.

As I had no way to get the photo I had to walk away from the casino.
They recently enticed me back with emails of free spins and I ended up verifying my account and making some withdrawals.

Until today when I requested a withdrawal of 670 dollars I received an email stating that my account wasn't verified and I needed to provide proof of my bank cards. They already had accepted the other card I regularly use and had the documents for it. But now they wont pay me out until I provide proof of this bank card I no longer have.

The screenshot is of when my account was finally verified.
And then the email I got today after requesting a withdrawal.
My account has been verified and made withdrawals for months now they want a card I no longer have.

Resolved

$670

Won't help me withdraw my money for a month

Hello, I have won a 100 euro from their no deposit bonus, I had to get verified so I get fully verified, deposited aswell and wanted to cashout but they said there is issue and now it 21 days and still cant withdraw my money.

They keep telling me that there is issue with my bank which is not true i asked my bank and they said if you payed them they should send me money without problem

I deposited with the same card I'm trying to withdraw my money into and if I deposited without problem there should not be problem of withdrawing to the same card then.

Resolved

€100

Will not refund USDT deposit

Hello Askgamblers,

Asking you to step in and help me with this situation. Staycasino provided a USDT address for me to deposit to. On June 25th, I deposited $76.97 in USDT to the address they listed. Please remember, this is the address listed on the site

The transaction was confirmed within minutes on my end, and within the hour on their end. However, the money hadn't reached my account. Live chat also said that the payment wasn't pending for them. They told me they would look into it, fine by me. A few days go by and no news, they tell me they'll keep me updated. Same again, a few more days and that they'll keep me updated. I got fed up and asked again, then they told me a couple of things:

"As far as we can see, the address 0xdb71bab717d76181c1011b0e9add397c34ac076a, where the USDT was sent, is the ETH address, so it was a cross-chain transaction. Because the transaction amount is small, then it cannot be restored."

First of all USDT operates on the ethereum blockchain. Being a cross chain transaction makes no difference. Secondly, how exactly is it my fault when this is the USDT address their own site lists?

"We received a response from a higher payment authority stating that your deposit attempt was below the minimum available at our casino.

Accordingly, as I said earlier, unfortunately, we cannot help you in this matter."

The minimum USDT deposit shows as 0.01. That is not a typo. Attached are the minimum deposit amounts for other methods too, there is no way my deposit falls below a minimum amount listed anywhere on the site.

At this point I just want a refund, I was willing to wait for my deposit to land and play at their site but I understandably don't trust the site anymore. This is with only $77. If they could send back my deposit and the fees to cover it that would be much appreciated.

Regards,

George

Resolved

$77