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StayCasino - Previously verified account, now refusing to pay withdrawal


Complaint Info

Disputed casino



$ 670

Posted on July 22, 2022

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.

Posted on July 24, 2022

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.

Posted on July 25, 2022

We are sorry for this inconvenience. Your request is already forwarded to the relevant department. We will get back to you with a prompt reply as soon as possible.
Best regards,
Stay Casino Team

Posted on July 26, 2022

Dear letsallbefriends,

Your account was in truth verified last year, but only for a brief period as two days after verifying you initially, we noticed that a selfie was missing at the time and sent you the appropriate request.

Since you returned to play with us and requested a withdrawal, we checked your documents again and requested everything necessary.

If we have all of the required documents, as long as they remain valid, you keep your ‘verified’ status. However, it’s not irretrievable. Every time you use a new payment method, it must be verified (with rare exceptions), or when your ID expires, you need to provide a new one, and so on.

It’s possible that last year we didn’t request that bank card by mistake, so we requested it this time. After you informed us that you no longer have it and we checked your profile again, we canceled that card request, verified your account, and approved your withdrawal the same day it was first requested.

As we can see, your cashout was finalized today, and you successfully received your winnings. Since this issue is settled, we wish you the best of luck and look forward to your new wins!


StayCasino Team

Posted on July 26, 2022

Dear @letsallbefriends,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.