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Initially I deposited $100 with the 80% little kitty bonus. I wagered the bonus and won upwards of $11,100. I understood there was a max win of $800 as per their terms and conditions, and that was fine.. I put my withdrawl for $800 in and decided I wanted to play on by depositing $30 to play on understanding that I wouldn't be able to do anything with the $10k+ of excess bonus funds which would eventually be removed once the $800 withdrawal had been processed. I played 3 spins after depositing the $30 at a bet of $5 and won $75, then 3 or 4 more spins later won another $75. I continued by changing games to ultimate Diamonds treasures, where I played within 5 spins at a $5 bet (sublevel 3 chance) and won $600. By now I had plenty of real cash funds behind me to continue playing where I later won $1500 approximately. I was not entirely sure exactly how much I had in real funds at this point as the casino still hadn't removed the excess funds from the previous bonus so my new winnings were blended in with the old winnings which I knew I wouldn't be able to withdraw.

I decided to put in a withdrawal and wait for both the $800 withdrawal and $4200 (I understood it would probably be rejected due to some of the funds being bonus funds but I was optimistic that maybe they allow it to go through)

It took roughly 12 hours for the casino to progress the payment for the $800 however they cancelled the $4200 withdrawal and took all of the funds including the real cash winnings I knew I had won fairly. I contacted the VIP manager to explain all of this to which I received the same generic response they have all been taylored to respond with when questioned about winnings. I was then told that real funds don't blend in with bonus funds thus can't just be removed from my balance however this is exactly what they did... I was even told by my vip manager that sometimes when you deposit while there are bonus funds in play that the system can get confused between the real funds and bonus funds.....

I have requested my betting history so I can prove it to them that the funds they removed included my real funds however I am not being given the opportunity to resolve the issue as they strongly believe they have not made any error.

I want their finance department to go back and re check my betting history so they can see for themselves that they made an error and correct their mistake by reimbursing me my winnings so I may withdraw what I have won fair and square.

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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.

• Is your player's account accessible to you?
• Is your account verified?
• Could you please share with me your communication with the casino you refer to in your post, including the explanation you provided to the casino, your request for your game history, and the justification you received back from the vip manager?
• 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

Hi Tomas,

Oddly enough, I didn't get notified of a response but mistakenly, I sent the screen shots and all relevant documents to Nathalia.

Fortunately, I found the email with all the documentation to your email address. As for your questions, please read below.

Is your player's account accessible to you? Yes

Is your account verified? Yes

Could you please share with me your communication with the casino you refer to in your post, including the explanation you provided to the casino, your request for your game history, and the justification you received back from the vip manager?

Please refer to the screenshots provided to the email I have sent you. Eventually I did get my bet history but only shows my history dated from February this year to 20th April. I requested my bet history to be sent to me regarding the past 2 weeks. They are adament that they did everything by the book but from what I have been given regarding my bet history was completely irrelevant to the cause of concern.

Hi Tomas,

After an update. I sent you another email regarding the conversations and emails I had with the casino and my vip manager. I wasn't aware that they weren't attached in the first email.

They're definitely uploaded now. I'm still to hear back from them regarding my bet history for May. Preferably showing 20th May GWST

Also please find that there is an error in the game I won the 600 from. It wasn't from Diamond Treasures. It was still on Ultra Hot Sevens. On a 10 bet that got me the trip 777 to 600. I went onto Diamond Treasures and that's how I won the 1500.

As I have not yet received any response. Either by email or on here. I'm to assume this will take time. I'm giving you an update that I received my bets/payment history. I've highlighted the relevant amounts regarding this issue and attached them to the email you have provided me.

Thanks

Thanks for your patience.

Would you be able to share the records of your game history that you received from the casino, which is unedited? I apologize for the inconvenience.

I'll review the records as soon as possible.

the file "payments" is the file my vip manager gave me which actually has the information. The other file only went up to April which isn't helpful. The date in question is 18/05/2026

Please let me know at your earliest convenience if you are needing any more information, I'll send them to your email. Because it has definitely gotten me confused.

Thankyou

The screenshots I have attached below has also confused me. I have sent that to your email also

Hi Tomas,

I have sent more relevant information for you to look into.

Thankyou

It's been almost a week since I've last heard about anything. Is there an update?

I apologize for the delay.

I went over the file again, despite the time information being missing, and found the relevant records

Let me summarize my observations.

After you have completed wagering of the bonus, your balance stayed at 5215,94 (row 61645)

You continued to play, and your balance dropped to 4255,5 (row 61744)

After that, you requested a payout of 800, the maximum payout available to based on your knowledge of the terms and conditions.

After reaching 11199,5 you supposedly deposited and redeemed a bonus (row 62339)

You continued playing, and your balance dipped below the 11199,5 ( row 62362)

Since it appears you continued to play with an advantage of funds that would have been voided upon a successful payout, we might not consider any winnings beyond that point as valid.

Please let me know if I overlooked or misunderstood any information.

Yes, you may have gotten confused with what you were reading. Please read the email I have sent to you minutes ago.

According to the information I was given and reading into my withdrawals it shows (I will send the relevant documents to you again via email) I'll try and provide a time line for you.

It shows on row 61645 that the wagering finalised. Row 61668 there is a 20 min gap into between gamplay and bets. My first attempt of 800 was done at 12:33 UTC time but it jumps to 12:40 UTC time. I withdrew 800 on row 61744 due to an 8 minute delay due to them rejecting the first attempt and didn't record the second attempt , so the balance only dropped because it was the withdrawal of 800 I had requested the first time. At 12:42 UTC time, the casino rejected my withdrawal and put the funds back onto my balance. Now usually when a withdrawal rejects they would have seen that I finished wagering so why didn't they take the bonus funds when they rejected the first withdrawal, But, given the time for me to figure out what went wrong, I gave them the right information to confirm my verification and requested another withdrawal at 12:49 UTC time. But it isn't showing on the game play as it jumps from the moment 800 when back in to the moment I requested the 800 out the second time. All while no bonus was attached.

Because the first attempt was made at 20:33 GWST or 12:33 UTC time in between those times I recieved an email stating they needed verification of my cards which still confuses me since I had given them all the relevant information for a withdrawal. After I gave them all what was needed I attempted the second request. Then at 21:00 or 13:00 UTC they emailed me;

Your document (20260427_081855.jpg) wasn't approved.

Reason: This document has already been approved. There is no need to upload it again — thank you

Which implies that they didn't need the document and already rejected the first withdrawal which also meant time for them to take any bonus funds off the active balance.

While waiting, I played further. Still making sure that I did the right thing I didn't deposit until I went onto Ultra Hot Sevens. I remember the funds still sitting in my active balance as roughly 11,200 before I put in the 30 deposit. That was done at 21:49 or 13:49 but I'm not sure if that is recorded as well.

When I did deposit I was able to make 2 winnings of 75 and a winnings of 600 which was at 21:53 or 13:53 UTC time.

Knowing that I won 750 on top of my deposit. I decided to get another withdrawal request put in. Initially it was 5000 but I didn't my calculations and it states that I would only receive as little as 2200 I believe. That request was done at 22:18 or 14:18 UTC. before I requested the withdrawal the balance was sitting at 10989. Refer to row 62655.

These requests were never rejected until the 800 was processed. Which took them 24 hours to arrange. Because the first initial withdrawals I recalled as I figured would be the case as I know I'd only win so little. Hence the 2500 withdrawal. Which I submitted the following day.

Up until that point I didn't add a bonus whatsoever to my deposit of 30 I did redeemed a few spins but some were pointless. Not all. Only some. However. If this is a sick joke. Then how could I have made bets above 20 or 40 if I was still in a bonus?

The 800 was approved on 20/05/2026 at 6am GWST

From the 18th of May to the 25th May I could not access my profile to see any withdrawal requests or bonus requests. I had no access as it was blank

Just to clarify, I want to make sure you understand that I'm not contesting the bonus winnings?... We know they're void.. What my complaint is regarding is the fact that they took my whole balance, including the real money deposit and it's winnings.

And could I please get a quicker response. I was under the impression that you were looking into all the files I have sent you. Only to find that I'm back to square one.

They rejected the first 800 withdrawal. So in saying that why would they allow me to keep the bonus funds if that be the case.

If this is a waste of time, could you please let know sooner rather than later. I don't necessarily want to wait anymore than I have too.

I would like an update please. I don't understand why it is taking a week to get a response. I need closure

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within 7 days. I went over the records again based on your description of events. and with the timestamps of your bets now available.

I apologize for the delay yet again. We don't want to waste your time. As a service with limited resources, we prioritise complaints in order.

Based on the records of your deposits, you deposited the 30 CAD on the 18th of May at 13:49 server time, which corresponds to the records I previously referred to. (between rows 62338 - 62339 in your game history )

With an 800 payout already requested at that point, the 11199,5 CAD was already about to be void, and it was the money that wouldn't have been paid out under any circumstances.

With a new deposit and bonus, you played, you gained an advantage from these previously accumulated funds, demonstrated by the fact that your balance dropped below 11199,5 CAD, making it impossible for us to conclude you won using the raw deposit only as you previously indicated.

In your first post you wrote:

I played 3 spins after depositing the $30 at a bet of $5 and won $75, then 3 or 4 more spins later won another $75. I continued by changing games to ultimate Diamonds treasures, where I played within 5 spins at a $5 bet (sublevel 3 chance) and won $600.

Sadly, the records show that after your initial 75 cad win (row 62344), shortly before your second 75 win, you already dipped below the baseline balance of 11199,5. If you were a player who started from 0, your consequent gameplay with the 30-dollar deposit wouldn't be possible, and at the same time, the 11k+ balance couldn't be withdrawn. I hope that clarifies why we believe you are not eligible for any winnings besides the 800 you managed to withdraw.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.