StayCasino - Player’s winnings have been reduced.

Hello casino guru.

My name is Slav S*** and I need your help with getting my winnings from Stay Casino.

What happened was this. I deposited $50 cash and was given $15 bonus money. During game play I have won $15k NZD. During my withdrawal of $15k NZD I could clearly see cash money $15k and $0 bonus money. So I made a withdrawal of $14k and I left $1k in my casino account. Than 2 days later I get the email saying your withdrawal was unsuccessful contact live chat to find out the details. I have contacted the live chat and I was told that according to the bonus terms and conditions maximum amount that can be withdrawn is bonus x 10. So $15k NZD were removed from my account by casino and $150 was given to me.

I strongly disagree with this because accodring to terms and conditions only winnings from bonus have maximum withdrawal limit. In my case I deposited cash $50 and was given $15 bonus. On numerous occasion I have asked to provide me with information on how much I have won from using $15 bonus money but casino ignored my request. I was told this case is closed and decision will not be changed.

Stay casino has breached its on terms and conditions where it clearly states winnings from bonus have max withdrawal. As I understand winnings from $15 bonus have max withdrawal but where is the winnings from my $50 cash deposit?

I hope you can help me with my case please.

Kind regards,

Slav.

Dear skamakhin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am not sure which bonus you played with, but I checked the Bonus T&Cs and I found this:

"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. To withdraw no deposit bonus winnings, you need to make a minimal deposit with a payment system you want to make a withdrawal with. In this case, the x3 deposit wager requirement does not apply and both winnings and the deposit can be withdrawn without any play through. A player has the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds."

You must understand that you activated the bonus on top of the deposit which means that all bonus rules are applied to the whole balance (deposit + bonus) and the casino has the full right to limit the bonus winnings as long as this is stated in their bonus terms.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but they are allowed to set the maximum winnings that players can withdraw from each bonus.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Kristina, can you pointed out to me in bonus terms and conditions where it says "all bonus rules are applied to the whole balance (deposit + bonus)". I can not find it anywhere in t&c.

Thank you for your reply, skamakhin. Please note that this is a standard practice and how match bonuses work in general. I have never seen a deposit bonus, where bonus rules were exclusively applied to the bonus value. You can expect this only when you play with free bonuses such as free chips or free spins. I am afraid that in this case there is not much we can do and we cannot penalize the casino for limiting your winnings, nor are we in a position to force them to pay the winnings in full.

I would recommend that you check out our article on How bonuses work so you know what to expect:

https://casino.guru/casino-bonuses

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.