StayCasino - Player’s winnings have been cancelled.

To add to my earlier comments wen I did receive my free spins on 20 cent bets i won over 50 AUD I was on 170 AUD or there about 3 spins later I was on 41 dollars wen I messaged support there answer was that I wasn’t aloud to win over 50 AUD on the free spins i found this very odd as it has never happened at any other CASINO I’ve played at on line very poor service and I must say it was very greedy of them to take my 109.40 AUD away from me very bad experience STAY AWAY FROM STAY CASINO IS YOUR BEST BET NO GOOD AT ALL

Dear Wesi8199,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here):

"The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 8000 RUB, 450 PLN, 13000 JPY, 49000 KZT, 630 BRL, 0.002 BTC, 0.19 BCH, 0.03 ETH, 0.63 LTC, 500 DOG, 100 USDT. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

Could you please advise how much was the approved withdrawal?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Looking forward to hearing from you.

Best regards,

Petronela

41 dollars but that was my money that I already had deposited earlier that night so I didn’t receive any money from stay casino at all

once that happened I asked why and staff well they weren’t interested in telling me or explaining to me why my balance had disappeared I was very disheartened about it all so I just played through wat I had left 41AUD and tried to not to think about it as I had recently just lost my brother in law and thinking about the negative situation with the casino only made me feel worse than I already was feeling I play the machines to take my mind off negative situations but STAY CASINO made me feel worse than I was feeling already Regards wes

A BONUS should be a bonus not a surprise LET DOWN

Dear Wesi8199,

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Please attach your game history too.

Dear Wesi8199,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Player's additional comments:

"No game history it’s been removed"

I see. Have you saved any relevant communication, please?

I just sent you an email about a recent email from the casino

OK, if your game history was erased and no relevant communication can be forwarded, please send me a screenshot of your bonus history. Thank you.

Thank you very much, Wesi8199, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 Wesi8199,

I am sorry to hear about your troubles.

What you are describing is weird and I never before heard that extra spins won from real balance has some max win rule. It is unprobable situation and I would like to invote the casino representative into the case:

Dear casino representative, could you please check the game log and explain to us what happened?

hi bro how are you well I hope…yeah with that particular casino they have list and each time you deposit you get a bonus it’s very complicated how its set up this bonus was free spins I did really well out of the spins and with my deposit I was over 200 dollars at one stage it was around 170 AUD than it just disappeared to 41 AUD I was close to the wagering requirements associated with spins and when I contacted support there answer was your not aloud to win over 50 dollars from the free spins which I thought was very strange I was disappointed to say the least no real answer

I was over 50 Aud from the spins and with deposit for over an hour before they decided to take my money that I defiantly was close to the wagering requirements or maybe even through the wagering requirements I also recieved an email with a new promotion it said new games come try them something along them lines it’s on there bonus list now when I clicked the link it said games ain’t working you can go home or make a complaint it was very I’ll mannered towards me I never have recieved another email from a business / casino quite like that one

Dear Wesley,

We are not sure you are addressing your issue correctly -- for a few reasons. First, we don’t see any "earlier comments" that you mentioned in your original complaint. 

Second, you have never reported such issues to our support team - you are welcome to check your LiveChat history by yourself. We will be happy to provide screenshots and chat transcripts to Casino Guru as well, if requested.

Third, we don’t see any canceled or expired bonuses -- you can check that out in the ‘Bonuses history’ section in your profile. We have never made any manual balance corrections in your account as well.

However, if you are sure that you are addressing this issue correctly, kindly specify the date and approximate time frame when this issue happened. If possible, please specify the bonus’s name as well. We will check your bets and transactions history thoroughly.

Best regards,

StayCasino Team

Dear Wesi8199,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.