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.
