The player from Germany had their bonus winnings capped. After gathering all the necessary information we are rejecting this complaint as unjustified.
StayCasino - Player’s winnings have been reduced.
Amount: €2,700
StayCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
StayCasino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
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Dear Sir or Madam,
I deposited € 50 with a welcome package at this casino and won € 2850. I first verified myself and then paid out € 2700 after the payout, the casino withdrew the verification and said an employee had accidentally verified me. And now you say that the payout is 10 times the deposit. That means, of the 2850 €, only 500 € will be paid out and the rest on my account will be deleted. Could you please check the terms and conditions of the casino for me to see if this claim is correct. I relied on your site and since you gave a very good rating, I paid there. But you usually rate casinos with winning limits badly. I don't understand how such a dubious casino can be rated very good and other casinos that use the same methods rated as bad. I have already made a number of documents available to the casino and if this continues I will have to write a résumé so that I will somehow get paid. I kindly ask you to check this case whether the terms and conditions are legal at all. Because there is no limit to the welcome package in the terms and conditions, it is only written in the upper area that the free bonuses are limited to 10 times the deposit and include, but not limited to, the welcome package.
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3 years ago
Dear casinotester,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found https://www.staycasino.com/bonus-terms-and-conditions:
„The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. 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."
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 predator, 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.
Could you please advise if your account has been verified already and if you received your payment of €500?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
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No casino has still not verified my account. I took photos of a mobile phone bill, account statement from my bank, ID card with residence permit, passport, a selfie of myself and travel pass, a selfie of myself and residence permit, screenshots of my online banking, bank card. Even though everything is true, the casino refuses to verify my account. I still have the email from those who verified my account and then withdrew the verification because a document was supposedly blurry, but it wasn't. I've already sent them 10 photos with a selfie of myself and my ID cards. Casino just doesn't respond and rejects all but a few documents. Now I am afraid that they want to access my data to apply for credit somewhere or something else at my expense.
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3 years ago
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I kindly ask you to downgrade the rating of this casino, because the terms and conditions are pretty unfair and the casino causes problems with verification. I would put this casino on Questionable if I were you. It doesn't even matter that this casino has a win limit, they first verify account before withdrawing and then they withdraw the verification.
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3 years ago
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I would like to add one more thing, if I were to sue this casino and alert the German authorities, it would be over for this casino. First of all, I don't think that a profit limit for bonuses would be allowed in Germany, except maybe for free spins and cashback. But someone who loses money and not a little, a profit limit for paid-in money is, in my opinion, a criminal. After all, the casinos turn over billions and lately you rarely win in online casinos and if you win mostly with a bonus. And I'm pretty sure that the providers pay better when using the bonus than without. How often have I seen that nothing was won after expired bonuses.
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3 years ago
Thank you very much, casinotester, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
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3 years ago
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Thank you very much, I thank you from the bottom of my heart 👍
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3 years ago
Hello casinotester!
I will take care of your complaint from now on. I would like to invite representatives of StayCasino into this complaint in order to help us resolve the issue.
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3 years ago
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So Casino just deleted € 2350 from the € 2850 win from my gaming account. The verification went through after several complaints in the live chat and the payout was initially canceled in order to minimize the profit from € 2700 to € 500. Now I have paid out again and after the payment I will have my account blocked forever. This is an outrage, these terms and conditions of this casino are criminal in my opinion. It is unbelievable that a licensor lets something like that through. At MGA casinos it also happens that the casinos limit the payout but at Curacao this happens damn often. And above all, the terms and conditions are hidden pretty well. I think it's just a cheek that this casino does not indicate in the bonus conditions directly when making a deposit. When making a deposit, it just said you had to do it so many times and put maximum effort into it. And only in the terms and conditions of the casino can it be seen that the winnings from the bonus are limited. If I had been paid out at least 30 times, I wouldn't have made so much noise, but removing 2350 € from my account and only withdrawing 500 € with a deposit of 50 € is just scam.
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3 years ago
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I therefore ask Casino Guru to edit and correct the rating of this casino. Firstly, the casino was not serious enough in the verification and secondly, the winnings were limited. Only when I filed a complaint with Curacao and informed the casino about it did they let the verification through.
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3 years ago
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So the 500 € has arrived on my account, but I would still write a word with the responsible casino operators. Even so, it's not fair to confiscate € 2,350 of profits.
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3 years ago
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So I've just just got my account at Stay Casino, I've locked my account forever.
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3 years ago
Hello casinotester,
Thank you for providing us with all the information. To resolve the matter with your deducted winnings, we are still waiting for the response of representatives of the casino.
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3 years ago
Hello casinotester,
We’re sorry you’re not happy about your experience staying with us. However, any and all of your concerns have been cleared for you in live chat when you first raised them.
When we first verified your account, it was an agent’s mistake. At that time, we had your ID card, selfie with the passport and a bank statement as proof of your residency. However, we request an ID plus a selfie with it, meaning we need the selfie with the same document you’ve provided as an ID.
Besides verification, we usually run security checks upon first withdrawal as well. As a result, your verification status was revised and the correct selfie was requested. Since the picture’s quality of the reverse side of the ID did not correspond with the quality of the front side and was partly blurred, we’ve decided to request another picture of it. Bank details were requested as well as you’ve deposited with a different payment method. No other additional documents were requested.
Please be assured that your personal information and documents are protected and can only be used in ways specified in our Privacy Policy.
Once you’ve uploaded the requested documents and they were reviewed and accepted, and the security check cleared you for withdrawals, your balance was corrected down to the max cashout limit for bonuses, which is x10 for all bonuses beside free spins. After that, we successfully approved your cashout of 500 EUR.
We understand that you may disagree with our T&C and Bonus T&C, but you did accept them upon registration. All of our actions comply with the rules, and have been explained to you in detail in live chat, and email notifications have been sent in a timely manner as well.
Best regards,
StayCasino Team
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3 years ago
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You don't understand why I find it unfair. I have not read the terms and conditions beforehand and have agreed because Casino Guru has rated their casino as very good and by very good I do not mean any withdrawal limits for bonuses and very fast verification and withdrawals. Before I made a deposit, I read the terms and conditions of wagering at your casino under the Actions tab and there was no withdrawal limit. But if they had written in the sales conditions that the payout for deposit bonuses are limited, I would not have paid in at all. I usually stay away from casinos that have such withdrawal limits, I have sent them a selfie of myself and several IDs at least 4 times and still the documents have been rejected over and over again and they have repeatedly asked for unnecessary documents.
I have uploaded all the documents available to me. Driver's license, residence permit, bank statement, mobile phone bill, screenshots from my online banking app, passport, selfie of myself and passport, selfie of myself and residence permit, I even showed you a receipt from the Neosurf card from the online shop and despite this evidence, that That's me, you continued to reject the documents. And one more thing about your terms and conditions, please change your terms and conditions so that it says in the welcome offer section that the payout is limited. I think it's pretty nasty that it's only upstairs where it doesn't actually belong. I even think that it was deliberately written separately from the welcome pack. I'm sorry, but for me it was a bonus trap to avoid bigger wins. It is also unfair to players who lose money from them. I also play a lot right now and lose the amount you paid me in two weeks. In addition, this has a massive influence on the RTP values of the players. Because if a player wins € 2000 from a provider, this player will not receive anything from the respective provider with the IP address for a long time. Because the slots save the payouts and the IP addresses. I know because whenever I won big with a provider I could play where I want and how I want there were no more major payouts. So if I had continued to play Book of Santa with them, then I would most likely have to lose all the money there again so that something would come up at some point and I am writing this from experience. I've been playing for 8 years and I know what makes a serious casino. At Kosmonauten Casino, for example, I also received a bonus and won and paid out € 1800, and they verified and paid out my account on the same day. I only got a 100% bonus from them and limiting this bonus to payout is, in my opinion, a cheek. I won a total of € 2850 and € 2350 was deleted and if you consider this fair to a player who may have lost several thousand € in his life, then you are on the wrong track. And that's why I blocked my account and only because their terms and conditions have unfair sections.
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3 years ago
Dear casinotester,
Please note, that the withdrawal limit of the welcome bonus is also mentioned in our review, as can be seen in the attached screenshot.
Moreover, as Petronela mentioned earlier, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, therefore the casino did not do anything unfair. That being said, we always advise players to read the terms and conditions carefully prior to committing to any casino to avoid similar disputes. The terms and conditions of StayCasino are very clear in this situation and you have agreed with them at the time of your registration and unfortunately there is nothing we can do for you in this particular situation.
Is there anything else we can help you with?
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3 years ago
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No, where I paid in, there was nothing there, it just said how many times I have to move and that was it.
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3 years ago
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Is that also in the mobile version of your website?
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3 years ago
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Anyway, let's just close the case. Casino sees itself as right. If it was my fault, I should have read the terms and conditions correctly before I accepted. Nevertheless it is unfair towards players and I recommend Stay Casino to abolish bonus limits in the future. Because such limitations only exist in casinos that offer a 400% bonus or 200% bonus. To pay out 10 times the bonus for a 100% bonus is nevertheless an immeasurable cheek.
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3 years ago
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In the future I will only play at Dama.NV they are the best providers and do not have such dubious bonus conditions.
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3 years ago
Hello casinotester,
Yes, this information is also on the mobile version of our website, see the attached image.
Is there anything else that we can help you with?
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3 years ago
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I said close the case has no point in discussing with those who are stubborn anyway. But in Germany this casino wouldn't get away with it that easily. Because this casino may be acting against German law through the bonus guidelines.
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3 years ago
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.
