StayCasino - El retiro del jugador se retrasa.

Hey! I can't change the country where I live. I'm from Germany. Since over two weeks I want to do a withdrawl at staycasino. They've got a lot of documents. Every time they didn't accept my withdrawl and I sent new documents. Last time is 4 days ago and nothing happens. I wrote the a lot of time. They told me I would get an E-Mail - but nothing. I wrote them by Mail and every time they told me asked for patience.

Dear Mojo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

The verification was passed, I had already withdrawn money there before - smaller amounts, so no verification was necessary.

Die Verifizierung ist bestanden, ich hatte auch zuvor schon dort ausgezahlt - kleinere Beträge, da war wohl keine Verifizierung notwendig.

Thank you very much for your reply, Mojo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you an email

Mail hab ich zukommen lassen

Can/should I continue to contact and inquire with the casino while making the request here? What are your experiences?

Darf / soll ich beim Casino, während der Anfrage hier, weiter kontaktieren und anfragen? Wie sind eure Erfahrungen?

Heute eine Email vom Casino bekommen:

"I'm contacting you regarding your withdrawal.

Withdrawal was declined due to unexpected technical issues from a payment provider's side.

We try to resolve this issue as soon as possible, we will keep you updated.

Please do not hesitate to contact us if you need any further assistance."

Geld ist wieder auf meinen Spielerkonto. Was soll ich jetzt tun?

Thank you very much, Mojo, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Dear Mojo,

I just reviewed your case and I'm sorry to hear about the difficulties you're facing with the withdrawal process. I’ll reach out to the casino to see how we can assist you. We’ll explore the options once they respond.

Dear StayCasino,

I’d like to invite you to join this discussion and help resolve the player’s complaint. Could you please provide more details regarding the case? Specifically, why the withdrawal requests were not processed, and if you advise using another payment method in case of technical issues?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

News regarding my payout.

You write that I can only pay out via bank transfer for now, because there are "technical difficulties" here.

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Just received another update:

I looked in the casino and there is no rejection to be seen yet. I have now cancelled the withdrawal and requested a withdrawal via bank transfer. At first it said something about SEPA-Mifinity withdrawal. I cancelled it because I don't have a Mifinity account. Can I still have it paid out directly to my bank account? Then I tried the next bank transfer and it said wire withdrawal. I don't have an account there either. Will it go directly to my bank account that way too?

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Feedback from Staycasinochat:

So now I have to deposit money again, then withdraw it again straight away and it will go directly into my bank account, or first into a Mifinity account?

Neuigkeiten bzgl. meiner Auszahlung.

Sie schreiben das ich nur über die Banktransfer for now auszahlen kann, hier gibt es ja die "technischen Schwierigkeiten".

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Erneutes Update gerade erhalten:

Ich habe im Casino geschaut, da ist noch keine Ablehnung zu sehen. Hab die Auszahlung jetzt storniert und eine Auszahlung über Banktransfer beantragt. Zuerst stand da was von SEPA-Mifinity-Auszahlung. Hab ich storniert, da ich kein Mifinitykonto habe. Kann ich dennoch darüber direkt auf meinen Bankkonto auszahlen lassen? Hab es dann über den nächsten Banktransfer versucht, da stand Wire Auszahlung. Hier habe ich auch kein Konto. Kommt es darüber auch direkt auf meiner Bankverbindung?

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Rückmeldung vom Staycasinochat:

Also muß ich jetzt extra nochmal Geld einzahlen, dann direkt wieder abheben und es landet dann direkt auf meinen Bankkonto, oder erst auf einen Konto von Mifinity?

I don't want to create a Mifinity account just to deposit and then withdraw money again via Mifinity. I'll probably have to verify myself again with Mifinity to transfer the money to my bank account. I've made another withdrawal using my deposit method.

Ich möchte nicht extra ein Mifinity Konto erstellen, um einzuzahlen, dann wieder auszahlen zu lassen, über Mifinity. Muss mich ja dann bei Mifinity mich bestimmt auch nochmal verifizieren, um das Geld auf meinen Bankkonto zu transferieren. Habe wieder eine Auszahlung über meine Einzahlungsmethode erstellt.

Dear Casino Guru Representatives,

We sincerely apologize for the confusion and inconvenience caused during the player's withdrawal process. We deeply regret any frustration or misunderstanding this situation may have created.

Allow us to clarify the circumstances:

The player successfully completed several withdrawals, which were processed by their bank.

Regarding the verification process, we would like to emphasize that account verification is a regulatory requirement mandated by our licensing authority. This step is essential to ensure the safety and security of our online gaming environment.

The player successfully passed the verification process, and our finance team approved the withdrawal in question.

However, unfortunately, the transaction failed during processing on the payment provider's side.

We have escalated this matter to the appropriate department for further investigation.

Our team is actively communicating with the payment provider to identify the cause of the failed transaction. While we continue this process, we want to reassure the player that their funds are safe, and there is no reason to worry.

Additionally, we would like to clarify that creating a Mifinity account and making a deposit from it is not required. At this stage, the player simply needs to wait while the request is processed. Once we have resolved the issue, we will send a detailed email with instructions on the next steps.

Please rest assured that we are fully committed to resolving this issue as quickly as possible. However, we kindly ask for the player's patience as we continue our efforts to address this matter with the payment provider.

Thank you for your understanding and cooperation.

Kind regards,

Stay Casino Team 

Thank you for the detailed response, StayCasino. Please, let us know once you have updates from the payment provider.

Dear Mojo, as you can see the casino confirmed there's no need to deposit via Mifinity. I will extend the timer for this complaint for 7 days as the casino is working on fixing your issue. Hopefully, we'll hear from the casino representative in this timeframe.

Dear Casino Guru Representative,

We sincerely appreciate your understanding and patience as we work diligently to resolve this issue.

We would like to inform you that we have investigated the issue and have a reply from the payment provider. Unfortunately, the player's withdrawal was not successful as it was declined by the bank branch which is not supported by a payment provider.

We kindly ask the player to use another bank account to withdraw future winnings.

The player can contact the bank, as well as casino support, to receive detailed advice on withdrawal and available alternative payment methods.

We would like to inform you that the withdrawal request previously submitted by the player has been recalled. Subsequently, the funds were spent on gaming activities.

Let us clarify that the funds were returned to the player's balance, and she had the option to withdraw them by following our provided instructions. However, she chose to cancel the withdrawal and subsequently spent the funds.

Should you have any additional questions, or concerns, or require further clarification on any matter, please do not hesitate to reach out to us.

Kind Regards,

Stay Casino Team

Thank you for the updates, StayCasino.

Dear Mojo, Can you please confirm that you have decided to use your funds instead of requesting a new withdrawal? Unfortunately, we can no longer assist with your withdrawals if you have deliberately spent your funds during gameplay, as there is no way to reinstate that money.

Do you have any other issues we could help you with?

Dear Mojo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.