StayCasino - Player's funds are confiscated after account closure.

Hello,

I would like to submit a dispute against staycasino over confiscated deposited funds. I recently registered with staycasino and have made a total of 2 deposits to the casino. My first deposit was a 100% welcome bonus which was lost fairly. The dispute is in regards to my second deposit. I deposited 0.04 ethereum (approx 100usd) following an email inviting me to a 120% bonus. I was completing the wagering requirement on an eligible game with a spin amount below the maximum spin amount as per the bonus terms and conditions. I had nearly completed the wagering requirement with my balance reaching approximately 0.19 ethereum. However just prior to completing the wagering requirement I found that I was then logged out of my account and no longer able to access it. I contacted support and they informed me that my account had been disabled and that the funds confiscated due to violation of fair play. I emailed back for further clarification and they have stated the account was closed due to forged documents.

Now, I do not recall having yet submitted my verification documents to this website. So I find this response odd - and something I disagree with, I have legitimate Canadian POI and POA and am happy to supply these.

I understand that casinos reserve the right to grant bonuses based entirely on their conditions and reserve the right to revoke the promotion. However this should not entitle them to steal your deposit.

This response from the casino strikes me as predatory and an attempt to steal my deposit amount. If they did not wish me to continue with the bonus, fine, however given my balance was at 0.19eth, they should at the very least return my deposited amount of 0.04ethereum.

thank you for your time

Dear waikika,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StayCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please confirm you filled out your player profile with accurate personal information to your knowledge?

• Have you deposited using a payment method in your name exclusively?
• Could you please send me your communication with casino support regarding the issue, including the communication containing accusations against you?
• You can share screenshots here or send me the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Thank you very much, waikika, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you waikika for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask StayCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what we can do to help the player receive their deposit.

Thank you!