The player from Germany had his winnings capped without further explanation. Player’s complaint has been resolved successfully.
StayCasino - Player’s winnings have been reduced.
Amount: €6,233
StayCasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I paid 2 times with a bonus, played for about 12 hours and won a total of €6333. The bonus conditions have definitely been played 15 times.
I applied for a payout of €4,000. 20 minutes later, the €4,000 and the rest of €2,333 were canceled due to the bonus conditions not being met. A payout of €936 was made available.
To me this is a total scam. I will cross this casino off my list
Greetings George
Automatic translation:
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2 years ago
Dear Georgchicken,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. If you have redeemed a promotional offer, please specify which one was it. You can forward its name or a specific link when replying.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Do I understand correctly that €936 has been received successfully?
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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2 years ago
Translation
Hello and good day!
On this day I made 2 deposits with bonus. With the 2nd deposit I won over €4000 playing Fire in the Hole. I played about 8-10 hours. During that time I played a lot of different games and earned so much money that I met the bonus conditions 10 times. In total I had about €6333 in my account, which they canceled for me. They only offered me €936 to pay out.
Awfully me this is undoubtedly a scam! I hope you will be happy with mine.
Greetings Georg S***
hp IT'S SAD TO BE LINKED THAT way.
Edited by a Casino Guru admin
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2 years ago
Translation
Hello and good day!
I definitely made 2 deposits on 08/31. €120 and €130 on September 1st With the second deposit I won over €4000 in the game "Fire in the Hole". I still have about 8 hours. I won a total of €6333 in different games. I have in the time of about 8 hours. fulfilled the bonus conditions at least 10 times. Therefore I cannot and will not accept the cancellation of a total of €6333. I will consider legal action!
I hope for a positive result from you.
With regards
George S***
Username G***********
g***gs**z.5*@gmail.com
Edited by a Casino Guru admin
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2 years ago
Translation
Hello and good day!
On 08/31 I claimed the 1st bonus for 100% and 100 free spins. On September 1st I took advantage of the 2nd bonus for 75% and 50 free spins. With the second deposit I won over €4000 in the game "Fire in the Hole". I still have about 8 hours to play. played. I've played many different games. During this time I've increased the total balance to €6333. During this time I have so much loss and profit that I have fulfilled the bonus regulations many times over and more than that. I will not accept the cancellations of 4000€ and 2333€ and will therefore also consider taking legal action!
If your casino is equipped with the "Very good reputation" option, one could assume that everything works well with the payouts!
I hope for a positive result from you.
Greetings Georg S***
Username G***********
g***gs**z.5*@gmail.com
Edited by a Casino Guru admin
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2 years ago
Thank you very much, Georgchicken, for your replies. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
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2 years ago
Translation
I have written to StayCasino explaining my claim of €6333 and am hoping the casino will oblige! I hope a positive result!
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2 years ago
Thank you, Georgchicken, for your reply and emails. I have checked the general bonus terms and conditions, and this is what I found (here):
"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."
Is this the rule that has been used to reduce your winnings? How much was the rewarded bonus? Could you please forward a screenshot of your bonus history?
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2 years ago
Thank you very much, Georgchicken, for the forwarded emails. Based on the following comment: "On 01.09. At around 12:22 a.m. I drew the 2nd bonus with 75% and 50 free spins for €130" I'd like to affirm that your bonus winnings were capped in accordance with promotional rules.
Your deposit: €130
Bonus awarded: €97.50 (75%)
Maximum cashout: 10x bonus = €975
I would like to emphasize, that according to our Fair Gambling Codex, 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. Is this explanation satisfactory, please?
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2 years ago
Translation
Thank you Petronela for all your efforts and all the best to you!
hp You can only win if you are lucky enough to play without a bonus.
StayCasino is off my list!
Kind regards
George S***
Edited by a Casino Guru admin
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2 years ago
Thank you, Georgchicken, for your reply. Do I understand correctly that the payment of €900+ was received? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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2 years ago
Translation
Additional comments from the player:
"Hello Petronela!
Thank you for your efforts in the StayCasino matter and I wish you the best!
You can close the file!
Kind regards
George S***"
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Georgchicken, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
PS: I have corrected the disputed amount from €6,233 to €936.
