StayCasino - Player's dissatisfied with the overall experience.

2 things:

Payout with bonus, they cancelled my winnings but I had actually deposited money with no bonus attached. I have made contact heaps of times and now I get no reply.

Verification process is ridiculous; submitting requested documents (following instructions) over weeks and continually gets rejected.

Customer service are rude and disconnect the chat after asking for clarification. I was told I was lying as I didn’t have screen shots of a pervious chat. I now screen shot all the chats so I have proof of what’s been said and why hasn’t.

Now I don’t have access to my account to even be able to seek support or even attempt to resolve this issue

Dear Cam,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you received any explanation regarding the confiscated winnings?

Moreover, 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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? 

If there is any communication between you and the casino, please, forward it to kristina.s@casino.guru.

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,

Kristina

I have sent you emails with corro

Thank you for your reply, Cam. I see that the casino informed you, that you activated the Weekend reload bonus which had a maximum cashout limit. Could you please post here or forward me a screenshot of your bonus and deposit history?

Dear Cam,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.