The player from Germany had met the wagering requirements for a bonus but accidentally entered an incorrect date of birth. As a result, the casino had not informed him if and when he could withdraw his winnings, leaving him waiting for days. Eventually, the casino changed the date of birth and processed the withdrawal. The issue was then marked as resolved by our team.
StayCasino - Player’s withdrawal is delayed due to incorrect personal information.
Amount: €1,150
StayCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello,
I claimed a bonus at the casino and met the wagering requirements.
Unfortunately, I realized that I accidentally entered my date of birth incorrectly when I tried to withdraw my funds.
It was my mistake, but it was an oversight, not intentional. All my other personal information is correct.
The stay Casino hasn't provided me with any information about whether and when I can withdraw my money.
I've been waiting for days now and have no idea if I can withdraw my winnings or not.
Automatic translation:
Public
Public
4 months ago
Dear redoner,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please clarify the mistake you made in your date of birth when you registered at the casino?
When did you notice the mistake in your date of birth?
Have you provided any identity documents to the casino for verification?
Could you kindly specify what type of bonus you took? Please send me the exact link or the screenshot.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Hello,
Before I could play the Book of Dead slot, I was asked for my date of birth and then I accidentally typed it in incorrectly. I couldn't change the date anymore and it was suddenly stored in my profile as the date for verification.
It was only noticed during the complete verification after the bonus had been implemented.
Yes, I have sent my ID and all required documents to the casino.
The wrong date of birth was not my intention. All other information in my profile is 100% correct. So why would I enter my date of birth incorrectly?
1st Deposit Welcome Bonus
As mentioned, I was not given any information as to whether I could withdraw my money or not.
Automatic translation:
Public
Public
4 months ago
Translation
Stay Casino changed the date and paid out the money.
The case can be closed.
Automatic translation:
Public
Public
4 months ago
Dear redoner,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
