Complaint #32 StayCasino

Withdrawal and responsible gambling concern

By Lisa G.

3 weeks ago

I am submitting this complaint regarding StayCasino because I currently have multiple withdrawals pending, and I am also very concerned about how my responsible gambling request has been handled.

I initially had a successful withdrawal from StayCasino that was processed without issue, which gave me confidence in continuing to use the site. I subsequently requested a larger withdrawal. After repeatedly being told by live chat that the payments department was experiencing a heavy workload and that I needed to continue waiting, I eventually cancelled that withdrawal and continued playing.

I later won a significant amount and submitted new withdrawal requests. I currently have three withdrawals pending and have deliberately not cancelled them, despite the lengthy processing time and repeated explanations that the payments team is overloaded.

What concerns me even more is what happened when I specifically asked StayCasino to place a cooling-off period/restriction on my account while I waited for my withdrawals to be processed.

StayCasino’s own responsible gambling information indicates that a cooling-off period can be requested through live chat. However, when I asked live chat to put this restriction in place, I was told that the request had to be forwarded to my “VIP Manager” and that the VIP Manager would contact me.

The restriction was not placed on my account, and I did not receive the promised contact. I had to follow up multiple times regarding a responsible gambling request that I believe should have been taken seriously and acted upon promptly.

This is particularly concerning because the exact risk I was trying to protect myself from was having continued access to gambling while a substantial amount of money remained pending for withdrawal.

I want to be clear that I am not asking StayCasino to cancel my withdrawals. I want my pending withdrawals processed and paid. I realize they do not want to put a cooling-off period on the account so that I will eventually give up and cancel them, which I am not.

I have screenshots of my conversations with StayCasino showing my requests, the responses I received, and my attempts to follow up. I can provide these as supporting evidence.

I enjoyed playing at StayCasino and initially had a positive experience, so I am disappointed that the situation has reached this point. I am asking AskGamblers to assist with ensuring that my pending withdrawals are processed and that StayCasino addresses why my responsible gambling request was not implemented when I requested it. I also wanted to mention that I did not make any deposits into the account using a bonus or promotion.

Thank you for your assistance.

Disputed Casino StayCasino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 weeks ago

Dear @SunnyDay,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

SunnyDay

• Prince Edward Island • 1 reviews

3 weeks ago

I played my withdrawal because I knew they'd keep dicking me around, I requested to self exclude, so we will see if they actually pull through on that one. Highly don't recommend this casino

SunnyDay

• Prince Edward Island • 1 reviews

3 weeks ago

Just an update on my case:

So far, I have received a portion of my funds. I was told that the remainder of my withdrawals would be processed the following day; however, that did not happen. I have since been advised that their VIP withdrawal queue is unusually busy and that processing is taking longer than expected.

Unfortunately, in the end I will not be receiving the full amount that I had originally requested for withdrawal. I do still have a withdrawal pending at this time.

Once I receive the remaining withdrawal that is currently pending, I will consider the matter resolved and will close this case. Until those funds are received, I would like to keep the complaint open.

SunnyDay

• Prince Edward Island • 1 reviews

3 weeks ago

To be honest, I don’t expect StayCasino to respond to the AskGamblers complaint, particularly because I raised the issue of my responsible gambling request not being acted upon. They seem reluctant to acknowledge any and all complaints made about responsible, gambling requests not being active on.

Any reputable, licensed casino should take responsible gambling requests seriously and act on them promptly. Had my request been handled appropriately when I first made it, I probably wouldn’t have become nearly as concerned about my withdrawals. It was the failure to act on that request that initially raised red flags for me and prompted me to start looking more closely into the casino and other players’ experiences.

Given the substantial amount of money currently owed to me, combined with not handling the cooling limit I originally request, I wouldn’t be surprised if they simply choose not to respond to this complaint and accept the impact on their rating rather than address what happened.

Regardless of the outcome, I think it’s important that the complaint remains public. At the very least, other players will be able to see my documented experience, including how my responsible gambling request and withdrawals were handled.. before deciding whether they feel comfortable depositing and playing here. If I do end up receiving my withdrawals, I will most definitely update.

StayCasino Complaint Stats

Resolved 5 / 6

Avg. Amount $960

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

StayCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

StayCasino Complaints

See all complaints for this casino

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

Ignored Self-Exclusion Request Due To Problem Gambling

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 >

Unresolved

$6,500

I have 10k on hold

Privnote

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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