StayCasino - Le vincite del giocatore sono state confiscate.

Hello, I received a 3 VIP bonus from Stay Casino on March 26, 2026, for March 27, 2026.

I deposited the first and second bonuses but didn't manage to wager them.

I deposited €453 with the 3VIP bonus and received a €815.40 bonus (180% on my deposit). I wagered €32,618.15, doing everything correctly. I never bet more than €5, constantly switched games, and completed all the free spins without stopping to gain an advantage. I did everything right, constantly switching between 1, 3, 5, and 10 lines, depending on the game's active features offered by the provider. After fulfilling the bonus requirements, I had €6,400. I immediately withdrew four €1,000 bonuses, totaling €4,000. With the €2,400 I had left over, I won another €10,425.35. I withdrew everything: ten €1,000 bonuses and one €425.35 bonus. Sixteen hours later, they canceled all my money and only credited my account with my third deposit of €903.

As I saw, I quickly contacted customer service, but they didn't explain to me that it's not their decision. Thank you for your patience! As I see, you have received a letter regarding this matter. We would like to inform you that your winnings have been withheld due to violations of the terms and conditions and bonus guidelines.

The deducted amount is 9522

EUR and will not be refunded to your account. You can submit a withdrawal request for your deposits.

I won everything honestly. Can someone please help me get my money back? It's €9522. I received the €903 I deposited, but my account has been blocked. They sent me an email, but no one is replying.

Hallo ich habe am 26.03.2026 auf 27.03.2026 3 vip bonus von Stay Casino

eingezahlt habe den 1 und 2denn Bonus nicht geschafft zum umsetzen.

den 3vip Bonus habe ich 453€ eingezahlt habe 815,4€ Bonus bekommen 180Prozent für meine Einzahlung habe es umgesetzt 32.618.15€ alles richtig gemacht nicht mehr wie 5€ gespielt habe immer wieder Spiele gewechselt und alle Spiel Freispiele fertig gespielt und nicht gestoppt um ein Vorteil zu schaffen, alles richtig gemacht die Linien einsetzen immer wieder gewechselt 1-3-5-10 Linien so wie die Spiele aktiv ist von der Anbieter. Habe nach der Bonus Bedingung umgesetzt 6400€ gehabt habe gleich die 4 mal 1000€ ausgezahlt 4000€ gesamt mit dem Geld was Überich war 2400€ habe ich noch mal gewonnen gesamt alles zusammen 10.425.35€ habe alles auszahlen lassen 10mal 1000€ und einmal 425.35€ nach 16stunde später haben de mir meine ganze Geld storniert und nur meine 3 Einzahlung was ich bei denen gemacht habe 903 € in mein Konto gutgeschrieben.

wie ich es gesehen habe mich schnell Kunden Service gemeldet aber de haben mir das auch nicht erklärt richtig das es nicht ihr entscheidet haben Vielen Dank für Ihre Geduld! Wie ich sehe, haben Sie diesbezüglich ein Schreiben erhalten. Wir möchten Sie darüber informieren, dass Ihre Gewinne aufgrund von Verstößen gegen die AGB und die Bonusrichtlinien einbehalten wurden.

Der abgezogene Betrag beträgt 9522

EUR und wird Ihrem Konto nicht zurückerstattet. Sie können eine Auszahlungsanfrage für Ihre Einzahlungen stellen.

ich habe alles richtig ehrlich gewonnen kann mir da wer bitte helfen um mein Geld zu bekommen es geht um 9522€ und habe die 903 Euro was ich eingezahlt habe ausbezahlt bekommen und meine Konto würde gesperrt E-mail haben sie mir geschickt zürück antworten keiner mehr

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

Hello, thank you for helping me.

Yes, I completed the full KYC verification with my first deposit, and it went very quickly. I played several games, some of which worked, and some were unplayable due to bonus restrictions; the system told me that immediately. The maximum bet limit per game was around €5.

Hallo danke das sie mir helfen.

Ja Haben Sie die vollständige KYC-Verifizierung abgeschossen gehabt bei meine erste Einzahlung und es ist sehr schnell gegangen ich habe mehrer spiele gespielt was gegangen ist und einige waren nicht spiel bar wegen bonus das hat mir der sistem gleich gesagt und max einsatzlimit prospiel rund war 5€

They blocked my account and I'm not getting any replies to my emails anymore.

Sie haben mein Konto sperren und bei e-mail bekomm ich auch keine Antwort mehr

I took the 3 VIP bonuses with minimum deposit: 1st bonus €250, 2nd bonus €200

I was unable to meet the conditions for bonuses 1 and 2.

I deposited €453 for the 3 de bonus.

I received a 180% bonus of €815.40, had to wager it 40 times, and managed to play for €32,616.

Regarding the bonus rules, Stay Casino did everything right. They immediately gave a warning when I switched to a game that couldn't be played with bonus money; the site wouldn't let me play. And when I exceeded the maximum bet limit of around €5 per game, the site also prevented me from playing. That's a good job of them, ensuring no errors occurred. So, I didn't allow bonus play; everything was deactivated by them, and according to the system, I couldn't have done anything wrong.

I constantly switched between games that were allowed and adjusted the number of lines (1, 3, 5, or 10). I played games from Play'n GO (Endorphine and Belatra) and other providers. I varied my stake from €2 to €5 and roughly noted my winnings each time I played and how much I won.

Since I wasn't authorized, I didn't have direct access from the system anyway.

Regards [Redacted]

Ich habe de 3 vip bonus genommen mit Mindesteinzahlung: 1 bonus 250€ 2 de bonus 200€

1 de und 2 De bonus habe ich nicht schaffen können die Bedingung

3 de bonus habe ich 453€ eingezahlt

180% bonus bekommen 815,4€ habe es 40mal umsetzen müssen habe es geschafft 32.616€ zu spielen

Zu bonus Regel hat die Seite stay casino alles richtig gemacht es hat gleich Vorwarnung gegeben wenn ich zu eine spiel geweselt habe was mit bonus Geld nicht spielbar waren die Seite nicht gelassen hat zum spielen. und mit maximal einsatzlimit prospiel rund 5€ über hat die Seite auch nicht spielen gelassen das dar keine Fehler passiert ist gut gemacht von denen also ich habe beim Bonus spielen nicht zugelassen war alles deaktiviert von denen habe auch nicht was falsch machen können laut sistem.

Ich habe immer wieder Spiele gewechselt was zugelassen waren was und immer wieder spiel linien eingestellt 1linie oder 3 oder 5 oder 10 linie. Spielanbiter Play'n Go - Endorphine- und Belatra und andere Anbieter gespielt Habe meine Einsatz 2€ bis 5 € spiel rund geweselt und mir meine gewinnen ungefähr notiert welle spiel ich was gewonnen habe.

nicht zugelassen waren habe ich sowieso keine Zugang gehabt direkt von sistem.

Mfg [Redacted]

Hello Babsi2025,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes, that's fine, I'm waiting for Attila.

I also tried contacting Stay Casino, but I'm not getting anywhere with them. They're saying I supposedly took advantage of their promotion, even though I did everything correctly. I've already received my game history by email.

Regards [Redacted]

Ja passt ich warte auf Attila.

Ich habe auch versucht mit stay casino zu schreiben komme auch nicht weiter mit denen de sagen ich sollte die Werbeaktion von denen ausgenutzt haben ob woll ich alles richtig gemacht habe meine spiel Verlauf habe ich schon bekommen auf E-mail

Mfg [Redacted]

Thank you for your reply. Could you please forward your game history in excel format, as well as your communication with the casino in relation to this issue? You can reach me via email at [email protected].

Thank you for your patience and cooperation.

Hello Mr. Attila, yes, I sent you this email.

Regards [Redacted]

Hallo Herr Attila Ja habe euch auf dise e-mail zu kommen gelassen.

Mfg [Redacted]

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 ([email protected]). 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,

Attila

Thank you for your help. I hope the case will be resolved soon.

And I get my money

I will then wait for Michal.

Sincerely, Barbara Graf

Ich bedanke mich für Ihre Hilfe ich hoffe das es bald so weit ist mit der fall

Und ich mein geld bekomme

Ich werde dann auf Michal ab warten.

Mit freundlichen Grüßen Barbara Graf

Hello Babsi2025,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite StayCasino Casino to join the conversation.

Dear StayCasino,

I would appreciate it if you could provide details regarding the closure of the player's account and confiscation of their winnings. Specifically, which actions or gameplay by the player were recognized as breaches of the bonus terms and conditions? The player claims to be unaware of any actions that could violate the rules, emphasizing their efforts to adhere to them. If this information cannot be shared publicly, please forward it, including supporting evidence, to me at [email protected] for an independent assessment.

Thank you in advance.

Thank you for your support, Mr. Michael

Kind regards, Babsi

Dankeschön für eure Unterstützung Herr michal

Mit freundlichen Grüßen babsi