The player from Australia had experienced a delay in depositing money into the casino using a Neosurf voucher. Despite having provided proof of deposit and waited for three hours, she was informed that the "relevant department" would review it within 24 hours. We had advised her to contact her payment provider for further investigation, as the casino typically had limited control over these situations. However, despite our attempts to assist and follow up, the player did not respond to our inquiries, leading to the complaint being rejected due to lack of further information.
StayCasino - Player experiences delay in deposit process.
Amount: A$20
StayCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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1 year ago
After showing proof that I had deposited I was told I needed to wait an hour for it to "process". It has been well over 3 hours and now I have to wait up to 24 hours for the "relevant department" to review it. No free spins to compensate in the interum.
Absolute joke. Don’t recommend this casino!!
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12 months ago
Dear onikirk89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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12 months ago
I used a neosurf voucher. I provided proof of the deposit in the chat straight away. And have emailed stay casino with it again.
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11 months ago
Thank you for your responses. As I mentioned in my first reply, we recommend you contact the payment provider as well to see if the payment was successful. Please let me know if you receive any updates about the investigation by the casino or the payment provider.
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11 months ago
i checked the balance and transaction history of the voucher on neosurf and this is what it shows. This is what I provided to stay casino in the chat straight away.
still nothing from them and nothing in my stay casino account. 😒
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11 months ago
Has the deposit been credited to your casino account yet, or has it been returned to you? Please let me know if we should intervene. Thank you.
