StayCasino - El reintegro del jugador se ha retrasado.

Hello there. I just wanted to see whether or not I might have a case. I have used the casino's weekend reload bonus on Sept 27 and cashed out the maximum amount ($150 CAD or 10 ×15). I had $115 CAD left over, and I knew I was not entitled to this remaining amount, as it exceeded the limit. However, the funds have remained in my account. On Sept 28 I made a new deposit ($30). I knew I could not use the leftover $115, hence I opted to make another deposit. I strictly relied on $30 CAD that I deposited. I went through my game history and saw that my win ($210) happened while I was wagering my deposit (when I had 4 CAD left over from my original $30 deposit). This has boosted my balance and I ran it up to $300 CAD. I requested a cashout ($300 CAD) and left the $115 ( as I have not touched this amount and ran up my balance with my $30 deposit).

The casino has rejected my withdrawal and voided all my funds. I appreciate that bonuses have a cashout limit; however, I deposited my own money and played with it. With some luck, I was able to turn this amount into a win.

I was planning to close my account (I do not see myself using a bonus again because of the leftover amount that can cause issues with subsequent withdrawals), but I was hoping to get some feedback first.

Thank you so much in advance.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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Stay safe.

Hi Dominika! I apologize if I posted this in the wrong section. My withdrawal was actually cancelled (including the winnings I acquired with my deposit). I will wait for the timer to elapse and will post again.

Thank you!!

Wishing you well.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear maryana28,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika