StayCasino - Player's winnings were canceled.

Hi

I don't get my withdrawal from Staycasino since one week. My account is also suspended from playing.

I verified my account fully, but my ID is still on pending.

After contacting the Livesupport the answer is always same, we will contact you via Email etc.

Nothing happenend since 7 days and no more infos.

Only stalling from the Livesupport and nothing else.

Payment method, Proof of Adress and ID&Selfie are sent.

STAYAWAY FROM STAYCASINO!!!

Very shady and no explanation about anything during the process of checking.

Dear Tunnelbox,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Well I got blocked from the Chat as well now.

Customer support refuse me to give a time frame when my documents are getting checked/verified.

All done since 6 days. First they approved my payment method very fast, but the ID doesn't get checked.

I get weird messages in the Live Support in Ukraine language, probably translated with Google but no answer is really an answer to my question.

For me it's a very bad experience with a casino, not that it takes that long, it's the lack of information I get from the support. They said I will receive an Email today. Nothing came and after I ask again they say you will receive an Email as soon as the department checked and then I get blocked from the chat`?

What is this casino doing?

This is the Email I just go from Staycasino:

Hello Hakan,

Please be informed that your winnings were confiscated due to T&C violations -

You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Games.

The Casino reserves the right to retain payments, if suspicion or evidence exists of manipulation of the casino system.

The amount that was subtracted is 10014.47 EUR, and it won't be refunded to your account.

To be able to request a withdrawal for 20 EUR - the amount of your deposit remaining on your balance you need to complete verification of your account. Once your account is verified, request a withdrawal to your Neteller account.

After we confirm the cashout, your account will be closed.

Regards,

Kira

How is that possible when I register and play a game which is offered on the site and win?

Thank you for your reply, Tunnelbox. Do I understand correctly that this is the only explanation you received? Did the casino provide any further details clarifying why your account was restricted? Have you accumulated your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

That's the last email from them:

Dear Hakan,

You were informed previously that winnings were confiscated due to T&C violation.

The decision was made by the administration on the basis of T&C paragraph 10 Anti-Fraud Policy.

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions, the Company reserves the right to terminate such a Player Account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

Unfortunately, the decision cannot be reviewed, and therefore there is no point in challenging it. We are ready to assist you with account verification so that you can withdraw your deposit amount as mentioned earlier.

______________________________

No explanation why exactly this is happening. I'm blocked from the chat as well and the confiscated all the money from my account.

I didn't have a bonus, I deposit 20eur with my neteller and played a game on their site.

So what exactly did I manipulate?

Thank you very much, Tunnelbox, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Tunnelbox,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite StayCasino to the conversation to participate in the resolution of this complaint.

Dear all,

On the morning of December 23, we were notified that 1spin4win had recalled Cash&Spins 243 game.

We reported Tunnelbox's gameplay to the game provider for a check that confirmed that winnings resulted from a bug in the game, which is why it was recalled.

As stated in our T&C, players are obliged to report any bugs and technical problems and are restricted from using such bugs to their advantage:

10. ANTI-FRAUD POLICY

Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification.

Dear Peter,

Please note that this isn't the only complaint opened by the player. We're already proved our case in a complaint on another review platform, and will gladly provide you with collected proofs upon your request.

Dear Tunnelbox,

Refund of your deposit is in progress, our Support Team is handling this issue. After refund your account will be closed.

Best regards,

StayTeam

Thank you StayCasino team for the statement. Could you please send the proofs to my email address (peter.m@casino.guru)?

Dear Peter,

We've already sent proofs to your e-mail. Waiting for reply!

Regards,

Staycasino Team

Thank you StayCasino team for the email and evidence. I'd like to ask you for the last piece of evidence which is the player's game history. Could you also please mark the moment when the bug occurred?

Dear Tunnelbox,

We will review your game history, but if the winnings were made as a result of a bug in the game, I'm afraid, I won't be able to help you. Casinos have to protect themselves from such situations when a technical error occurs. Such a term can be found practically in all casinos' T&Cs.

Dear Peter,

We've already sent proofs and bets history to your e-mail. Waiting for reply!

Regards,

Staycasino Team

Thank you StayCasino team.

Dear Tunnelbox,

I'm afraid all evidence suggests that the winnings were a result of a technical bug in the game which was confirmed by the game provider. Therefore, the casino can't be held responsible for this issue and, unfortunately, your complaint will be rejected. I can imagine how frustrating this must be but there's nothing I can do. As stated above, it's the purpose of the T&Cs to protect casinos from such situations.