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I won 7778 from fifty bonus spins aparently rules are max withdrawal 150 dispit cheeking threquired wagering of 1006$ i was tokd i coukd withdraw i then 3 hours later won from my own depoaited fubds 1400 then 466 on complete different game no free spins attatched to they then the cpmbined the total gave me 150 and firfited 8880 $$$$ i have proff of transactio s and depost spins ending and winning 7778 prior to me winning the 1400and 466 from my own depsosited funds my sister won 22009 off spins o my last night she was allowed to with draw tital amount

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Hello,

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 share with me your communication with the casino regarding the justification for the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Kitty2311,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent u emails week ago with screen shots

Is any one taking me seriously

Thanks for your reply.

I went over the screenshots you sent.

• Please note that none of the screenshots show the winnings themselves being removed. Please share a screenshot where the removal of your winnings is recorded, if available.
• If you no longer have the relevant communication available, try recovering deleted emails or contact the casino regarding the issue again to learn the reason for the confiscation of winnings.

Please provide us with this supporting evidence as well. I apologize for the inconvenience.

My email is tomas@casino.guru

Dear Kitty2311,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Any updates

Hello Kitty2311,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite StayCasino to join the conversation.

Dear StayCasino,

Could you please provide a detailed explanation of the sequence of events in this case?

While the player might have previously used a bonus, it appears that the confiscated winnings were generated from real-money play. If that is the case, the bonus terms should not be applicable here.

I would appreciate your detailed clarification on this matter.

If there are any factors related to this case that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru for an independent review.

Thank u to guru and stay casino i just want my winnings and take no malace agaist stay injsut needed a fresh set of eyes to review and see what i was saying as stay casino was not inzerested in the first instance can this be revilved asap as also my son has been invokevd in accident and is in icu we are raising money so this would cine in handy

Any updates

Any uodates

Hello,

Thank you for your message. Please allow us to clarify the situation.

The player received a no-deposit free spins bonus from the support team. After completing the free spins, the player obtained winnings of 35 AUD and proceeded with wagering as required by the bonus conditions.

During gameplay, the player managed to increase the balance to an amount exceeding the bonus limit. However, it is important to note that this bonus is subject to a maximum cashout restriction.

As stated in our Bonus Terms and Conditions:

"The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 0.002 BTC, 0.19 BCH, 0.03 ETH, 0.63 LTC, 500 DOGE, 100 USDT. 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 subject to the maximum winnings rule."

Therefore, in accordance with this rule, any winnings exceeding the maximum allowed cashout amount of 150 AUD were removed during the withdrawal processing.

The casino acted strictly in line with the established Terms and Conditions, which were accepted by the player upon registration.

Best Regards,

Stay Casino Team

No thazs not what haplened and is backed uo by the screen shkts i deposited mones win why waitung fir the withdrawal to be approved played my butthday spins then winning a further more 14000 the support prior in scrrene shots had git me to wager 1006$ to be able to withdraw the funds if i had won this money of the birthday spins wpukd t support had told me oh u have exceeded the withdrawal linit beibg $159 not git ne to wager 1006$ and assist me then with the withdrawal?????

Dear StayCasino,

Thank you for your response.

Please forward me the player’s complete game log, including detailed records of when each bonus was claimed, used, and concluded.

Kindly send this documentation to michal.k@casino.guru for independent review.

Thanknu fkr ur help guru but they wibt send they deleted my messages and wager detailed accountbsummeyy its inly i had screen shots

Dear Kitty2311,

Thank you for your response. I appreciate your input, but I am encountering some challenges in fully comprehending your messages. If you could kindly review the grammar of your responses before posting, it would greatly enhance clarity for everyone involved in this case. Additionally, if it's not too much trouble, please consider revising your previous messages for clarity as well.

Thank you very much for your understanding.

I said

Thank u for ur help guru but they wont send them they deleted my messages and wager trassctions and other account infiormation its only i had screen shots To cove tge conversations i did hsve aint thus right stay casino

Any up dates yet and akso why woukd i have to wager $1006 on a $35 win according to tge casino just is not making sence on there explanations

Hello,

We would like to clarify the situation step by step based on the facts and our published terms.

1. No real money balance at the time of the bonus

The player received the bonus after his previous deposits had already been fully played through. At that moment, there were no real funds left on his balance — only bonus funds and the potential winnings derived from them.

2. Wagering is a standard requirement

The player was correctly informed about the need to complete wagering before a withdrawal could be processed. This is absolutely standard practice across the industry and is clearly stated in our terms. Completing wagering unlocks the funds, but does not override other applicable rules — including the maximum cashout limit.

3. The maximum winnings rule applies at the time of withdrawal

Our terms explicitly state:

"Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule."

This means that any amount exceeding the allowed cashout limit is forfeited during the withdrawal process — not earlier. The player’s balance may have shown a higher amount temporarily, but the final payout was correctly calculated according to the rules that clearly state that the maximum winnings from any free spins bonus are limited to 150 AUD.

4. Account access remains available

The player claims something was "blocked or deleted". This is not accurate. His account is still accessible, and he can log in at any time to review his transaction history, bonus activity, and gameplay records. No data has been removed.

If the player wishes to receive a complete history of his bonuses, deposits, and game rounds, he can submit an official request via email to our support team (support@staycasino.com) with the necessary identification details. Once verified, we will provide the requested information in full.

We respect the player’s right to understand what happened, and we are fully transparent about our rules.

Kind regards,

Stay Casino Team

Iam a female as in her so u sure your not reading tge qrong account refering to his account this his account that the screen shots and the fact ur saying i won 35$ does not add up at keast out of the total 9 thiusand u would just afree to ur mistakes and i coukd have my 1400$

Dear Kitty2311,

As per the casino's response, please request your complete game log, including detailed records of when each bonus was claimed, used, and concluded via email, and then kindly forward it to me at michal.k@casino.guru for a review.

Im requesting. My complet gaming log wagering trasactins and payments rememebring the screen shots i akready have from ur support team from the fifty i deposited to the 7686 to thw 1006 wagered to and withdrawal request to them the birzhday binus then the 1400 COMPLETE TRASACTIONS SUMRY

Still waiting for a rezponse

Hello Kitty2311,

At the moment, we have not received any formal request from you for a full data export.

Please send your request via email (support@staycasino.com) to our support team, and we will be happy to provide your full gameplay log, bonus history, and transaction details within a short timeframe.

Additionally, we have already provided the Casino Guru team with the necessary supporting evidence from our side.

Kind regards,

Stay Casino Team

Well i have requested this 3 times

Dear Kitty2311,

If, as you say, you have requested your full data export (complete gaming log, wagering transactions, payments, etc.) 3 times already, can you please share evidence when you have sent the email to the casino team?

Dear Kitty2311,

We are extending the timer by 3 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

just receved the emails so it looks like im finally getting my withdrawal

Dear Kitty2311,

Thank you for sharing the proof that you requested your game log from the casino on April 9th.

Can you please confirm when you received this email from the casino?

and when you responded to it, with the requested information.

i dow loaded the rmail start to finizhe with ny requests and there replys its already been gping on 3 days so i should see my funds soon yra??? im still waiting for an answer on how much and my requestex account details can u also follow up with them and their bank

the casino drspit me trying to get confirmation of yhe total amount they had approved and was waiting on their bank to finalised tilically 3days accordibg to the email i fecieved from them three days agon are yet to givet an answsr they contacted me with this dission writing they had prossesed my cash back was just wauting fir the bank to finalise it to wait 3 days can u follow this up guru asap ive waited long enough i need the funds as they satated 3 days today please sir x

Hello Kitty2311,

We confirm that we have received your GDPR data request on April 14.

Your request has already been forwarded to our Data Protection Officer (DPO) for processing. Once the review is completed and the data is prepared, you will receive a notification via email along with the requested files.

Thank you for your patience.

Kind regards,

Stay Casino Team

Dear Kitty2311,

I have responded to your email and would appreciate it if you could confirm whether you have received your full game log, which should include your bonus history from the casino.

Additionally, could you please confirm if I understand correctly that you received A$150 from the casino, which was indicated as the maximum withdrawal amount from your gameplay?

As a friendly request, I would kindly ask you to review the grammar and clarity of your messages before posting. This would greatly help ensure smooth communication for everyone involved in this case, as I am occasionally finding it difficult to fully understand some parts of your responses.

Thank you in advance.

Dear Kitty2311,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the request of Kitty2311. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

thank u so much casino guru for reopening this ive still revived no further replies or money from casino nor game log

the last correspondence was the copies of their emails making me belive they had decided to do my cash out request they was waiting on their bank it would take three days three days passed over them three days I was asking are you doing the full amount of 7864 they kept responding yes your cash out has been approved on our end we are waiting on the bank now for approval then the third day came putting back at square one with them saying sorry u have already recieved the full amount of 150 total cash out for the bonus despite me confirming so you are approved the full winnings in one email he says yes in the next u ask so is it the 7864 or the 1400 his reply just keeps being yes man please wait three days for funds to him my bank account

Hello Michal,

We would like to clarify that, in relation to this case, the player has already received the cashout amount permitted under the applicable Terms & Conditions, and the payment was successfully processed from our side.

In addition, the player requested their gameplay records/game log, and we can confirm that this request was fulfilled and the relevant information was successfully provided to the player.

For privacy and evidentiary reasons, more detailed documentation and supporting materials have been shared directly with you via email for review.

We kindly ask you to check your inbox, where the full clarification and attachments have been sent.

Kind regards,

Stay Casino Team

micheal if they have indeed sent these to ur inbox amazing we have them but I have not please go through and update me if u have recieved and back to the start again we all know I recueved 150 dollars out of the total 9684 thats not indispute what is is the remaining of myt winnings won with my money not with a bonus 7684 my winnings the a futher 1400 from a bonus winnings

Thank you for your email, Stay Casino Team.

Dear Kitty2311,

As you should have already received your full game log from the casino, kindly forward it to me for review at michal.k@casino.guru.

Dear Kitty2311,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Like injeeonsaying I ain't recieved any thing but a phine call yesterday trying to offer me a bonus i dont want a deposit bo n us I want what I win from my money sorry I know ur trying to help

If possible cannubforward these so called logs on to micheal so he can go through them saty casino amd please how long before Henry calls me with deposit information as your phone call yesterday stated ubwas happy to deposit to my bank account

Hello,

We would like to clarify that the player had previously already received the requested gameplay log / gaming history from our side, as well as the amount of funds permitted for withdrawal under the applicable Bonus Terms & Conditions, as referenced earlier in this case. This information, along with additional proof, was provided to the CasinoGuru specialist via email earlier.

Regarding the player’s additional statement about a phone call, we are currently able to clarify internally whether such communication took place with the relevant department and, if necessary, provide further clarification on this matter separately.

Should any additional information be required, please let us know.

Warm regards,

Stay Casino Team

I have a lso sent proof of this to your email guru and d hope i hear from

U soon

Dear Kitty2311,

Thank you for your emails. While I have received them, they did not include the necessary evidence for me to initiate an independent review.

Could you please forward the required materials at your earliest convenience? This will help us to proceed with your case more effectively.

Ive sent you a video showing that the bonus was played after the winnings how is this not enough materials for you to make this dissection ive also sent you copy of the emails with the winnings amd conversations from my self and their support group again how is this not enough material

Dear Kitty2311,

Thank you for the video you provided. However, it does not substantiate your claims regarding the previous winnings.

I have sent you another email today because, despite the casino stating that you have already been provided with the complete game log, I have not received this material from you, which currently limits my ability to thoroughly review the circumstances of the case.

I appreciate your cooperation and look forward to your response with the requested evidence.

Ive returned ur email with as much photo evidence as possible as I still haven't recieved from stay casino full game lol

Dear Kitty2311,

Thank you for the email and the screenshots provided. I have replied to your email with additional information and am awaiting your response.

Dear Kitty2311,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru