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Verification problem after sending 4 documents (including the bank statments abd the Gigat email with theuir name and my name , the amount, the day and time BUT THEY STILL ASK the following.

My bank statment never indicate the name of the company for the interac transaction, only the number. It's the first time I have this problem with a casino. EVEN LUKKI PAID ME WITHIN 1 DAY !!!

I always send the Gigadat confirmation and that allways work!!!

I would gratly appreciate your help because a put over $300 !!!

We are reaching out to you regarding your verification request.

To ensure the verification of your payment method and facilitate successful withdrawals via Interac, we kindly ask you to upload a bank statement to your profile. This statement should confirm deposits made to our casino.

The statement must include the following details:

Your full name

Deposits made to our casino

Your current residential address

The issue date (ensure it is recent and no older than 3 months)

All verifications are processed in the order of the queue, and usually, it can take up to 1 hour.

We will be glad to help you if you have any other assistance.

Best regards,

StayCasino Team

Dear lalnormand,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. Please allow me to ask a few questions to better understand your situation.

Could you confirm if the email you submitted serves as proof of ownership for the payment method you used to deposit into the casino?

Please note that for verification purposes, a suitable document is typically a bank statement in PDF format downloaded directly from the app or website of your payment provider. This document should clearly display the required information requested by the casino and must be no older than three months.

Can you provide a document in this format to the casino for verification?

Looking forward to your response.

Best regards,

Veronika

Dear Veronika,

thank you very much for uour help. Yes my email serve as my proof of ownership for the payment .

method. I use Interac for both deposit and withdraw wihtout problem since many years.

I send a bank statement, but the problem for Stay casino is seem that their name is not on it because only the interac number is indicated on the bank statment. I deposit with Interac and Gigadat transfer the amount to the casino and they send me a email confirmation with the name of the casion on it.

I can send you the bank statment, copy of one email and I have also the correlation between the Interac numbers and the Gigadat numebrs, the date and the amounts (that I send to the support team but they still ask for deposit transaction WITH FULL ADDRESS and THEIR NAME on it !!!

All that seem not enough for Stay casino even so they accept my driver licence and my proof of adress (bill from electrity cie) and phone number.

Have a nice day !

Would it be possible for you to contact your bank to issue you the document in PDF format that would contain the information requested by the casino?

• Your full name
• Deposits made to the casino
• Your current residential address
• The issue date (ensure it is recent and no older than 3 months)

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Hi Veronika,

the verification PROBLEM for Stay Casino IS THAT THEIR NAME DOES NOT APPEAR on my bank statment I sent them, because the deposit I made was by interac (e-transfer) and Gigadat (email from Elisa last week) tranfer the amont (I receive email confirmation from them). I also send that document to Stay casino and the refuse it saying that my FULL NAME AND ADRESS IS NOT ON IT (????). I also send them the correlation between the interac and Gigadat numbers !!! Also REFUSE !!! I attach the bank statment.

Hope you can help me, because I think that casino is a SCAM !!!

Thank you very much, lalnormand, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello lalnormand,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear lalnormand,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a StayCasino representative to join this conversation and participate in resolving this complaint.

Dear StayCasino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Casino Guru Representatives,

We regret to hear that the player has encountered difficulties with the verification process.

Allow us to provide further clarification on the matter.

The player submitted a screenshot of the confirmation letter they received from us regarding a successful deposit. Unfortunately, this type of confirmation cannot be accepted as proof of payment. To verify the deposit made through Interac, the player should upload a bank statement in PDF format from their account. This statement must include the following details:

- The player’s full name

- The deposits made to our casino

- The current residential address

- The issue date (it must be recent, not older than three months).

If we are unable to recognise the deposits to our casino in the bank statement, the player should provide a screenshot of their Bank Account Profile, along with a screenshot of the deposit confirmation. The screenshot must clearly show the following details:

- The time and date of the transaction

- The amount deposited

- Sender information

- Merchant details

- The status (marked as successful)

- The transaction ID or reference number

- The address bar (if using a web browser version)

Should the player require assistance, they are welcome to contact us directly, and we will be happy to provide an example of the required document.

It is important to clarify that the document in question is not currently required, and the player is not obligated to upload it at this time. The player can continue to deposit, withdraw funds, and play games without completing this verification. Should any additional documentation be needed in the future, we will promptly notify the player.

Thank you for your understanding and cooperation.

If you have additional questions, don't hesitate to contact us at any time.

Kind Regards.

Stay Casino Team

Dear StayCasino,

Thank you for your response and the information provided.

Dear lalnormand,

It appears that the verification issue has been resolved, and you can continue to play in the casino, deposit, and withdraw funds. Could you please confirm that the issue was resolved so I can close the complaint as "resolved"?

I'll be awaiting your reply.

Dear lalnormand,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Guru Team

YOU CAN CLOSE MY FILE.

thank you for you nice work and I understand the documents they ask.

But I not not have their casino name on by bank statment or account.

So I decide that I will stop playing at their casino and I will inform my friends to do so!

I'm very unhappy, because they seem to have many interinsting promotions.

Have a nice day!

Dear lalnormand,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru