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StayCasino - Won't help me withdraw my money for a month


Complaint Info

Disputed casino



€ 100

Wdbboss123 Czech Republic
Posted on December 22, 2021

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.

Posted on December 24, 2021

Dear WDBBOSS123,

We’re very sorry about the whole withdrawal issue.

However, as we have explained to you earlier, while waiting for a reply from the payment provider, the issue appears at the processing stage, after we approve your cashouts from our side.

Two days ago, we finally got a detailed answer and emailed you about it:

“Your card withdrawals have been rejected by a payment provider that processes card withdrawals, because your deposit was processed by a different payment provider (that processes deposits only).

However, providers only allow card withdrawals if there were prior deposits that went through them.

In some cases, such an issue can be fixed via a new card deposit if processed by the right provider, but there's no guarantee of a positive result, so we can't recommend this option.

Unfortunately, we can't offer you any withdrawal options that won't require a new deposit. I wish we were able to fix it from our side, but we can't change rules of the third party payment provider.

At this time, we can recommend Neteller and MiFinity as alternative payment methods. First, you'll need to make a deposit and wager it x3, and then you can request a withdrawal with a new method.

Min deposit is 20 EUR for both, and min withdrawals are 20 EUR for Neteller, and 10 EUR for MiFinity.”

We sincerely hope to make you a cashout as soon as possible, if you’d be so kind as to consider the suggested options.

Best regards,
StayCasino Team

Wdbboss123 Czech Republic
Posted on December 25, 2021

But i dont want to to deposit anymore i dont want to gamble anymore i just want my money that i won your workmate Alexandra told that withdrawing on card works as payment provider withdrawing works
i want my money its not my fault that its not working its your casino so send me my money thanks

Posted on December 26, 2021

Dear WDBBOSS123,

We have an assortment of payment methods available in general, but we cannot guarantee that all of them will work for you specifically, as it depends on a number of external factors.

At this time, card withdrawals do work, but not for all players this option is available to.

Please note that our support agents did not make any suggestions as to which payment methods you may use, prior to the deposit made.

On November 26, 16:51 UTC time, you contacted us in chat for the very first time. You’ve been informed that in order to withdraw no deposit winnings you need to make a min deposit, as stated in our Bonus T&C, and verify your account.

You didn’t inquire about your payment options, and made a deposit at 19:33 UTC time. You made this choice on your own, so we couldn’t warn you about the possible card payments issues.

We kindly ask you to take our recommendations now, as it is the only way we could possibly withdraw your winnings.

Best regards,
StayCasino Team

Posted on December 30, 2021

Dear @Wdbboss123,

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.