StayCasino - Player’s attempts to self-exclude themselves have been overlooked.

On May 7, 2023, I requested to have a 3 month cool off period via email through my VIP manager Angela. Instead of 3 months, it was only 3 days. I found myself making deposits again and contacted live chat on May 11 to self exclude due to spending too much/problem gambling. I was told to contact Angela, which I did, on May 11. This request was ignored. I emailed again May 23, and May 26. The tactic used appeared to be to respond to my requests with questions to not actually action the request.

I ended up depositing over $11,000 during this time. I withdrew $4500. I am concerned that this casino is not following the responsible gambling guidelines and clearly stalls and delays responding to self exclude and cool off.

My account has since been closed (May 27), but I don't think I should have to contact chat to be referred to the Vip manager, then have to email 3 times to request self exclusion. I clearly noted the reason for wanting to cool off and self exclude.

To be transparent, I filed a complaint with Ask Gamblers already - the site simply didn't respond to the complaint inquiry. Seems like it's worth it for them to ignore self exclusion requests and complaint inquiries.

I have more attachments showing deposits and dates if needed.

Thank you

Dear DBC1234,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

I have checked the general terms and conditions on the website, and this is what I found (here):

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@staycasino.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@staycasino.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.

If you are self-excluded from the casino for an indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self-excluded from the casino for a definite period of time, the funds remaining on balance will be paid according to the casino limits after the period of self-exclusion expires.

Have you contacted support@staycasino.com via email regarding your issue? I reviewed the provided screenshots and didn't find any mention of a gambling problem (instead you wrote "I spent a lot of money"). It's important to clearly communicate that the main reason for self-exclusion is related to your gambling issue.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your email.

I did state that I am a problem gambler in chat and spending too much, which does make a problem gambler right? I'm confused.

I was advised by chat to contact my VIP Manager so I did. I've got screenshots is there anyway for me to send them to you?

Thank you Denise

Yes, absolutely. My email address is petronela.k@casino.guru. Thank you in advance.

I forwarded the screenshots via email. Thank you.

Dear DBC1234,

I greatly appreciate you sending me the screenshots. I comprehend that you may believe that confessing to excessive spending implies that you have revealed a gambling problem to the casino. However, it's important to note that spending a substantial amount of money or time at a casino does not automatically indicate the presence of a gambling issue.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings StayCasino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@staycasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Thank you, my account has since been closed after multiple emails. That is not my issue, my issue is that the casino purposely delayed my requests to self exclude, which I believe they did to continue to allow me to deposit, ignoring that I had acknowledged my gambling problem and my desire to close my account. I feel they should be held accountable to avoid others from encountering the same problem.

Do you not see by ignoring my requests allowed them to continue to take my money and ignore their responsibility for "responsible gambling". They ignored and delayed my request that I identified in the chat on May 7, I followed the instruction by contacting the VIP Manager. I was also told they would communicate my request with her.

Denise

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I stated already in my previous reply, I comprehend that you may believe that confessing to excessive spending implies that you have revealed a gambling problem to the casino. However, it's important to note that spending a substantial amount of money or time at a casino does not automatically indicate the presence of a gambling issue.

For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.