StayCasino - O jogador está lutando para concluir a verificação da conta.

I come to report, I'm trying to withdraw my money they are making it difficult, I've already sent 30 copies of my documents in various ways and they don't accept, they cancel my withdrawal. For starters they ask to withdraw the same way of deposit, and their system does not allow me to withdraw the same way I deposited. They don't want to pay.

Venho relatar ,estou tentando sacar meu dinheiro eles estão dificultando , já enviei 30 cópias dos meus documentos de várias formas e eles não aceitam , cancelam meu saque . Para começar eles pedem para efetuar o saque da mesma forma de depósito, sendo que o sistema deles não permitem que eu faço o saque da mesma forma que eu depositei. Eles não querem pagar .

Dear nyquemarques,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Not. Now they informed me that they can't pay me because the payment method is not accepting.

Não. Agora me informaram que não conseguem m pagar pq o método de pagamento não está aceitando.

Canceling withdrawals . Every day and they do not inform the reason.

Cancelando os saques . Todos os dias e não informam o motivo.

Additional comments from the player:

"I made a deposit in cryptocurrencies, they are not willing to pay me the withdrawal in crypto. I've been waiting 4 days for a solution. They're canceling my withdrawal."

Have you received confirmation about successful account verification already, please?

Yup . They say that there is no answer for my case in the financial sector. 3 weeks already

Waiting.

Sim . Eles falam que não tem resposta do meu caso do setor financeiro. 3 semanas já

Aguardando.

Thank you very much, nyquemarques, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi nyquemarques,

I've just reviewed your case and fully understand your concerns about the canceled withdrawals. I will contact the casino and we'll see what can be done to help you with your issue.

Dear StayCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please provide any specific reason why the player has been experiencing problems with the withdrawals of her winnings? Could you please check internally if you have received all the required documents for the identity verification or if there've been any missing ones?

I hope to hear from you soon.

Kind regards,

Natalia

Dear nyquemarques!

We are sorry for such inconvenience.

Your complaint request is already forwarded to the relevant department. 

Please, wait. We will get back to you with a prompt reply as soon as possible. 

Have a nice day,

Stay Casino Team

Dear nyquemarques,

We sincerely apologize for the delay with your withdrawal. Kindly note that the T&C require that players withdraw money via the same method they were deposited with. You made your deposits with eZeeWallet, and it is only available for deposits. This means that you need to choose another payment method that works for both deposits and withdrawals, make at least one deposit with it, and then you can use it for withdrawals as well. We offered you to use Ecopayz as such an alternative, and then the issue with deposits appeared. Unfortunately, you were not able to make a deposit due to technical issues. Our Financial Team has been working on it for 3 weeks now and we hope this will be resolved soon. We’ll do a better job keeping you updated. You’ve also tried to request this payout to crypto, but as it was not deposited as crypto, it is impossible to withdraw it that way. As for verification, it didn’t cause any cashout delays. Even though we always request documents upon first withdrawal just to get ahead with it, it’s not always required that verification is completed right away, as most usually, the license rules allow us to withdraw minor amounts without it. In your case, withdrawal was possible without completed verification, but you have successfully verified your account, too. Thank you for your patience and understanding.

Best regards,

StayCasino Team

In short, nothing done yet. I still don't receive my withdrawal. How long will the money stay there? It's been 1 month and nothing.

Resumindo, nada feito ainda. Continuo sem receber meu saque . O dinheiro vai ficar lá até quando ? Já tem 1 mês e nada .

I have skrill and pay4fun wallets. I just want to get my loot.

Tenho as carteiras skrill e pay4fun. Só quero receber meu saque.

Dear StayCasino, thank you for the explanation. Can you please check if the player could use her skrill or pay4fun wallets to proceed with what you suggested?

Dear nyquemarques, would you like to try and make a minimum deposit with those payment methods that both enable deposits and withdrawals so that you can request a payout as per the casino's suggestion?

Best regards,

Natalia

The casino doesn't even give me a bank transfer option, I'm really sorry I spent my time and money at this casino. They only accept deposits and there is nothing available to withdraw.

O casino não me dá opção nem por transferência bancária, estou muito arrependida de ter gasto meu tempo e meu dinheiro nesse casino. Eles só aceitam depósitos e para sacar não tem nada disponível.

Dear all,

We’d be happy to suggest an alternative. But, unfortunately, there are no other options left. Skrill would be a great option, but it’s not available for Brazil. Dear nyquemarques, if you somehow can see Skrill available in the cashier, just let us know! Once you deposit with it, it’ll become available for withdrawals as well. As for Pay4Fun, we do not have this payment method.

Best regards,

StayCasino Team

In the meantime, I'm out of my money. You don't pay, is that it? You only accept deposits. pay will not pay

Enquanto isso fico sem meu dinheiro . Vcs não pagam é isso ? Vcs só aceitam depósitos . Pagar não vão pagar

I don't understand why the casino can't transfer the money to my account as the casino doesn't have other payment methods. Not even asking for my account number, the casino does not ask to deposit my money.

Não entendo porque o casino não pode transferir o dinheiro para a minha conta, já que o casino não tem outros métodos de pagamentos . Nem pedir o número da.minha conta o casino não pede para depositar meu dinheiro .

Dear StayCasino Team, thank you for the reply. So can you please specify, what is the alternative you offer the player to use? Would you recommend the player use EcoPayz?

Dear nyquemarques, as you can see the casino is responsive and tries to contribute to the solution to your complaint. I hope, that if they state the list of possible withdrawal methods, you will be ready to cooperate and in case you don't have accounts at offered payment systems, you'd be ready to create one 🙂 Let's see what the casino says.

I'm cooperating as much as possible, the casino only gives me a withdrawal option which is ecopayz and it doesn't work, I've already offered bank transfers, cryptos and digital wallets. For deposits the casino accepts everything for withdrawals they don't want. More than 1 month waiting for the solution.

Estou cooperando o máximo possível , o casino só me dá uma opção de saque que é ecopayz e não funciona , já ofereci transferências bancárias, criptos e carteiras digitais . Para depósito o casino aceita tudo para saque não querem . Mais de 1 mês aguardando a solução.

I warn you that I will not play , to lose everything . The money will stay in the account until they decide to pay me.

Aviso que não vou jogar , para perder tudo . O dinheiro vai ficar na conta até resolverem me pagar .

Dear all,

As we replied 2 weeks ago, yes, EcoPayz is the only payment option available for both deposits and withdrawals for players from Brazil. Unfortunately, the player was not able to make a deposit due to unknown reasons.

Our Financial Team keeps working on getting answers why a deposit won’t go through, but we don’t have a solution yet.

Dear nyquemarques,

Kindly note that we can’t offer any other payment options. Everything that is available you can see in the Cashier in Withdrawals section. Crypto is not an option, as we are dealing with fiat money.

We are very sorry for any inconvenience. As soon as we have a solution for the EcoPayz issue or come up with another alternative, we’ll be in touch with you immediately.

Best regards,

StayCasino Team 

Nothing yet . The money is still there. They don't pay.

Nada ainda . O dinheiro continua lá. Não pagam .

Dear StayCasino, have there been any updates regarding the EcoPayz issue?

Dear all,

Unfortunately, the situation has not changed yet. But we are working on it.  

We are very sorry for any inconvenience one more time. As soon as we have a solution, we’ll contact you immediately.

Best regards,

StayCasino Team 

Dear StayCasino Team, I'll set the time for you for 7 more days. I hope that the solution to the EcoPayz issue can be found in the set time frame. Or probably you could come up with an alternative way to pay out the player's funds.

Kind regards,

Natalia

Dear Natalia,

Unfortunately, we noticed that the player has played out and lost the remaining balance on October 8th. Just in case, we suspended their account from making deposits as the withdrawal issue isn’t fixed yet.

Dear nyquemarques,

We’re so sorry we couldn’t make you withdraw after all. Kindly accept our apologies and our sincerest wishes of luck.

Best regards,

StayCasino Team

Complicated, I lost because I knew they wouldn't pay me..unfortunately that's how it works, you guys win by fatigue.

Complicado , perdi pq sabia que não iriam me pagar..infelizmente é assim que funciona , vcs ganham pelo cansaço.

Thank you, nyquemarques, for your reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Tomas