The player from Germany had won €300, but experienced issues during the verification process. Once she was verified, her withdrawal was denied by the casino because they claimed she gambled the winnings, a claim which the player denied. She sought help to get her winnings. The player had provided the necessary documents for verification, but the casino claimed that she had used a third-party credit card for her deposit, which violated their rules. After we reviewed the evidence from the casino, we found that the player had indeed violated the casino's rules by using a third-party payment method. As a result, the complaint was rejected.
StayCasino - Player's withdrawal was denied.
Amount: €300
StayCasino
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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6 months ago
Translation
I had won €300. Unfortunately, there were some difficulties during the verification process. I had to upload a picture of my ID, not a scan or a copy, but a real picture clicked by a camera. It took me a few days to understand this. I had complained to my manager and to make up for my frustration, he gave me a bonus of €50. I blew all €50 on Elvis Frog.
Later, once I was verified, I wanted to cash out my €300 - something that was denied until the verification process was completed. But even after getting verified, I wasn't given the money because they claimed I had gambled with it. But I hadn't! I checked my game history, in which only Elvis Frog was listed. I would very much appreciate if you could help me receive my winnings of €300. I predominantly played Lion Gams or Luxor Gold.
I would be so thankful to you.
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6 months ago
Dear schreiter1910,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StayCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is your gaming history available to you? Could you please send it to my email at tomas@casino.guru Please, include any relevant communication from the casino.
- Is your withdrawal still shown as pending in your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hello Tomas,
yes, everything is still the same. I'll try to attach the relevant documents.
- Game play
- Pending payout or rejected (October 2, 2023, at 12:32 a.m.)
But I only have screenshots.
If something doesn't work or you need something else, please let me know.
The casino is otherwise one of the best. Unfortunately, the payout didn't work.
LG and thank you very much
Ramona
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6 months ago
Thank you for your response.
Please let me ask a few additional questions so I understand better the timeline of events.
- Could you please specify when you requested the withdrawal of your 300€ winnings?
- When was your verification complete?
- Were your winnings of 300€ achieved with the help of a casino bonus?
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6 months ago
Translation
Hello Tomas, my verification was rejected again on the grounds that I had a Visa card.
But I haven't. I should upload a photo with the last invoice. But they don't accept that either.
LG Ramona
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6 months ago
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Still under review.
If it doesn't work again, I'll report back.
LG Ramona
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6 months ago
Could you please send me the recent communication the casino sent you regarding the additional verification? Send the information to my email at tomas@casino.guru
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6 months ago
Translation
I sent it to your email. But I'll do it again here.
Tomas, I don't have a Nodapay account! That came on its own. Sometimes everything works with this account and sometimes it doesn't. The payment should also be made via this account. But that was rejected. This account mostly comes at night.
I appreciate your patience, Ramona! As I told you before, it is required to upload the cardholder's selfie with ID and note "Hello StayCasino + current date". This concerns your card. In addition, it is still required that you take a screenshot of the Nodapay account and upload a screenshot of the deposit made through it. The following must be visible on the screenshot of your profile: - Account details; - Full name.
Text translated
Show original
This has been going on for several days now. I have the information that I only have to upload the documents (from the Visa card) if the card still exists.
Show translation
I have already sent everything else and it is verified!!!
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6 months ago
Translation
All I need to do is send the bank statement showing the card termination.
I've done this several times now. There is no verification.
The last info is that I should send everything again! Also the verified files!
This is getting too colorful for me, like chicanery!
You keep finding reasons to postpone verification!
Please help me. LG Ramona
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5 months ago
Thank you very much, schreiter1910, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
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5 months ago
Dear schreiter1910,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a StayCasino representative to join this conversation and participate in resolving this complaint.
Dear StayCasino,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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5 months ago
Dear schreiter1910,
In response to your verification inquiry, you likely used a third-party card for your deposit, which violates our casino rules, accepted upon registration. Per these rules, complete verification is required before any winnings can be withdrawn. To complete the verification, in addition to some other documents, you should upload some documents we recently asked you about. For your convenience, we re-send this email once again.
Regarding your winnings of €300.
As we can see in the system, your withdrawal was rejected by our team because you did not pass full verification. After the withdrawal was canceled, the money was returned to your casino balance. From that moment until your next deposit activity you lost the 300 euros. If you wish to receive bets history for this time period, please get in touch with our support via email (support@staycasino.com) or LiveChat, we will gladly assist you with it.
You've mentioned that after the withdrawal was declined and the funds were returned to your account, you didn't place any bets. Given that some of the deposits were made from a third-party card, what is the likelihood that a third party has access to your account? We can see in the system that all logins to your account were made from the same IP address, which means that perhaps some of the people who live in the same house with you could have accessed your account, or it means that only you played on your account.
Also, please do not delete the documents you have uploaded until they are fully verified. As deleted documents cannot be verified by our team.
Best regards,
Stay Casino Team
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5 months ago
Dear StayCasino,
Could you provide me with the player's game log? You can send it to my email address stefan.m@casino.guru.
Thank you very much for providing the information.
Kind regards,
Stefan
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5 months ago
Dear Stefan,
We sent a request for such information to the relevant department. As soon as we receive a response, we will let you know.
Thank you for your patience and understanding.
Best regards,
Stay Casino Team
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5 months ago
Dear Stefan,
We have sent the player's game logs to your email address.
Feel free to contact us anytime.
Regards,
StayCasino Team
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5 months ago
Dear StayCasino,
Could you please provide us with the evidence as to why the player hasn't passed the verification? You mentioned a third-party payment, which would be sufficient to reject this complaint. Once again, you can send it to my email address stefan.m@casino.guru.
Thank you very much in advance for providing the information.
Kind regards,
Stefan
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5 months ago
Dear Stefan,
Thank you for your reply.
An explanation of why the player did not pass verification, as well as proof that the player violated the rules by using a third-party payment method, has been sent to your email inbox.
Thank you for your cooperation. Do not hesitate to write to us in case of additional questions or clarifications.
Regards,
StayCasino Team
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5 months ago
Dear StayCasino,
Thank you for your response and the information provided.
Dear schreiter1910,
I was provided with the evidence by the casino via email that you have used a third-party credit card. You have not provided the casino with the necessary documents and 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.
Kindest regards,
Stefan
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