StayCasino - Finanční prostředky hráče jsou zabaveny po uzavření účtu.

Hello,

I would like to submit a dispute against staycasino over confiscated deposited funds. I recently registered with staycasino and have made a total of 2 deposits to the casino. My first deposit was a 100% welcome bonus which was lost fairly. The dispute is in regards to my second deposit. I deposited 0.04 ethereum (approx 100usd) following an email inviting me to a 120% bonus. I was completing the wagering requirement on an eligible game with a spin amount below the maximum spin amount as per the bonus terms and conditions. I had nearly completed the wagering requirement with my balance reaching approximately 0.19 ethereum. However just prior to completing the wagering requirement I found that I was then logged out of my account and no longer able to access it. I contacted support and they informed me that my account had been disabled and that the funds confiscated due to violation of fair play. I emailed back for further clarification and they have stated the account was closed due to forged documents.

Now, I do not recall having yet submitted my verification documents to this website. So I find this response odd - and something I disagree with, I have legitimate Canadian POI and POA and am happy to supply these.

I understand that casinos reserve the right to grant bonuses based entirely on their conditions and reserve the right to revoke the promotion. However this should not entitle them to steal your deposit.

This response from the casino strikes me as predatory and an attempt to steal my deposit amount. If they did not wish me to continue with the bonus, fine, however given my balance was at 0.19eth, they should at the very least return my deposited amount of 0.04ethereum.

thank you for your time

Dear waikika,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please confirm you filled out your player profile with accurate personal information to your knowledge?

• Have you deposited using a payment method in your name exclusively?
• Could you please send me your communication with casino support regarding the issue, including the communication containing accusations against you?
• You can share screenshots here or send me the information to my email at tomas@casino.guru

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

Thank you very much, waikika, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you waikika for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask StayCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what we can do to help the player receive their deposit.

Thank you!

Dear CasinoGuru representatives,

We sincerely apologize for the inconvenience this situation has caused the player.

After a thorough review, we had to block the player's account due to a violation of our Terms and Conditions, specifically the following section:

10. Anti-Fraud Policy:

Our company follows a strict anti-fraud policy and employs various tools to prevent fraudulent activity. In this case, the player was suspected of engaging in actions such as, but not limited to, fraudulent behavior toward other online casinos or payment providers.

If the player believes this decision was made in error and would like to dispute it, we kindly ask him to send the following documents to our support email (support@staycasino.com):

• A valid ID
• A selfie holding the ID and a sheet of paper with the current date and the casino’s name written by hand
• Outdoor selfies showing the player's surroundings

Once we receive the requested documents, we will review the case and keep you informed of any updates.

Thank you for your understanding.

Best regards,

Stay Casino Team

Thank you for the update StayCasino representative.

Dear waikika, I recommend you follow the steps in the previous message and please keep us updated on any further developments. Thank you in advance!

Yes I would like to dispute this claim and I can submit requested documents in due course,

however just to clarify, the casino is not returning my deposit because they suspect me of fraud against a different casino? Is that correct? That’s pretty incredible, is staycasino able to expand upon this?

Dear Peter

i have emailed requested documents as per staycasino, I have BCC you into the email

Hi,

this morning my account has been re-instated following submission of the requested documents. My account balance is 0, at the time when my account was closed there was an active bonus which I can see has been cancelled by the casino.

Will staycasino either return my deposit, or re-instate the bonus as it was just prior to account being closed?

thank you

Hello

to update, staycasino sent an email apologising and unlocked my account and have since returned my deposit. They have now subsequently closed my account. However I can confirm my deposit has been returned

Dear waikika, thank you for the update. Would you consider the matter to be resolved or would you like to continue resolving this case? Thank you in advance!

Although I find the casinos behaviour odd, I am happy to consider the matter closed. I’ve had my deposit returned. Thank you casinoguru for having a mediation platform. Without it I wouldn’t have had my money returned.

Dear waikika,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter