StayCasino - Player’s account has been blocked.

Da oggi non riesco più ad accedere al casinò senza giustificato motivo, tutti i bonus sono stati da loro autorizzati e ho sempre rispettato i loro T&C.

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Are there any funds being held by the casino?

Thank you in advance for your reply.

Best regards,

Petronela

Ciao Petronela,

registrato da un anno, l'assistente in chat è rimasto sorpreso di tutto questo! Mi conosco bene e sanno che sono una persona onesta! La disonestà viene da altre sponde!! NEL CONTO SONO RIMASTI 229,10 NZD!!

Non mi risulta che per legge il casinò abbia il diritto di chiudere un conto gioco a distanza semplicemente perchè una mattina si sveglia male o quel cliente vince troppo oppure il selfie ID non gli piace, ci deve essere un giustificato e grave motivo (tentativo di frode o fatti gravi) come diversi casinò specificano nei loro T&C. Il fatto che il casinò scriva sul contratto una regola decisamente iniqua ed illecita non vuol dire che questa sia legittima. Mi sorprende il fatto che la Commissione di gioco di Curacao (GCB) permetta tali discriminazioni. Mi potresti dare gentilmente una email della GCB dove denunciare tale fatto ? Grazie.

I’m afraid you’re wrong. If there are no funds being held and all the winnings have been paid, casinos can close players’ accounts without stating the exact reason. In other words, gambling establishments are not obligated to accept a player.

Still, if you wish to file an official complaint to the Curacao Gaming Authority here is the email address certria@gaminglicences.com but I have to warn you that the outcome might not be to your liking.

Could you please advise if your account has been successfully verified in the past? Afterwards, we will contact the casino and request your funds. Thank you very much in advance.

Certo che è stato verificato, dopo un anno di depositi e prelievi! Hanno fatto bene ad avvisare con una email chiudendo il conto con dentro i miei soldi. Complimenti al casinò per la correttezza dimostrata!

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Igor,

I looked at your complaint and will do my best to help you. I would like to invite StayCasino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the StayCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Igor,

we've received evidence that you were using VPN and abusing promotions with a specific game pattern.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.