StayCasino, Slotozen Casino, WantedWin Casino, Richard CasinoSupport and Complaints Thread

Hi all!

My name is Svitlana, and I represent StayCasino. It is a new crypto casino with a great choice of slots, providers, and withdrawal methods.
 

If you need some assistance, I will be glad to help you. 
Have a good time, and stay safe. 

Updated January 14, 2022. - Slotozen Casino added to LCB

Updated February 1, 2024. - WantedWin Casino added to LCB

Updated February 14, 2024 - Richard Casino added to LCB

Welcome on board Svitlana. Thank you for signing up and be here for our members. 

Welcome to the LCB Svitlana! Thanks for being available to assist our members 

Welcome to the LCB forum Svitlana! We're glad to have you here! 

Welcome to the LCB forum Svitlana, nice to have you here 

Welcome to our forum Svitlana! Hope you'll have a great time with us and our members. 

Welcome to the best forum Svitlana

Hi Svitlana,

Welcome to our forum! 

Hi Svitlana, Welcome to LCB. Have fun :)

Welcome to the LCB forum!

Hello Svitlana, welcome to our community 

A warm welcome to our forum Svitlana! 

Just to mention when i played there i had mixed bonuses. Last week-end i deposit for the week-end bonus it gave me tuesday free spins instead etc. I ended up losing, but all the way i was wondering if i won would i even get paid. Should take a look on your promo system thx.

Have you asked them why you got the Tuesday bonus instead of the weekend bonus? 

Hi fredos386!
Sorry that issue happened. Please, provide your player's e-mail, we will check what is going on.

With love,
Your StayCasino team

HI there.

I won $700. The site asked for my id,proof of address and proof of deposit.

I provided all of it. What should be a very easy and straight forward process has become a nightmare because of how this casino acts.

I am getting document after document after document requests. From screenshots of address bars, from selfies with id in hand to all sorts of total bs.

They are saying my selfie id is blurry..It is not...only the very small lettering on my id is a little bit off because my phone cant be totally clear as its trying to focus in on me and then the license at the same time... and they are refusing to pay me my money even though I have provided two pieces of id, two bank statements, three screenshots of my ecopayz and a selfie with ID in hand.

There is nothing more I can do so I am hoping you can help me get paid as the casino is making my experience absolutely horrible.

Hi JennJennca,

Please private message me your casino username and we'll notify the casino rep and see if there is anything they can do about your winnings. 

Hi JennJennca,

We received your account details and notified the casino rep. Keep you posted. 

Hello all!

Dear JennJennca,
we are sorry that you had a bad experience with us.

I’ll check what’s happened and come back to you!

Hello JennJennca,

We are very sorry you faced issues completing the verification process. 

The list of required documents is regulated by our platform’s rules, and is pretty standard for a number of online casinos. Our standard list requires the following documents: ID, Proof of Address, every payment method used, Proof of Payment for each method used, Selfie with an ID. 

We appreciate your feedback on the matter, however we can’t change these rules easily as it’s a question of our players’ security, as well as our compliance with licensee’s and AML regulations. 

To complete verification, you only need to upload a selfie with an ID. To fix the issue with unreadable data, you may try to take a closer shot and, if possible, focus your camera on the ID rather than yourself. Maybe even try it in a horizontal orientation, if it helps. 

Don’t worry if the pic ends up being imperfect - we only need to be able to read the data on the document and, of course, to see you in the shot. Let us know in chat if any assistance is required. 

As soon as we accept a proper selfie, your account will be fully verified. However, full verification is not required to successfully complete your withdrawal at this point.

Therefore, we’re happy to report that we have approved your withdrawal, it’s being processed by the payment provider and you should receive the money shortly. 

Please accept our apologies if you consider chat responses unsatisfying. Kindly note that though we requested more documents than you expected, all the information regarding the full list of required documents was provided to you in a timely manner. 

We hope we were able to resolve this issue, and it would be lovely to have you back with us.

Best regards,
StayCasino Team

Dear JennJennca,

As we can see, your account is fully verified now, and we’re glad that the issue was resolved successfully. You also should’ve received the money by now.

To show you our appreciation, we added you a personal bonus - 50 FS in Domnitors Deluxe. Hopefully, it’ll brighten your day!

Let us know if there’s anything else we can do for you.

Best regards,
StayCasino Team

Hi JennJennca,

Please let us know once you receive the money. 

I like that casino very much, the Support is great and the games are fast.i give them 10 Stars......

Hello digitonal85!
Thank you for your warm words!<3

I win 4000 already withdraw 6day ..i massage stay casino he no reply me..than stay casino is lie game?

Dear Kang5823, 
Would it be possible to send us your casino user name and email? So we can check what's going on

Hi!

I just lost majority of My latest winnings on Slotozen, Im so sad about it now. Slotozen seems to have a term that Max winnings there is 10x bonus. I never spotted that though I have player there a lot. Im not sure If it has Been always there...

So DONT play there with bonuses! Just a warning for others also

Hi hemmula,

Thank you for letting us know. We appreciate that.

I know this is long, I'm calling out a lack of integrity regarding slotozen and therefore it's sister casinos (StayCasino)..
 

I’d won first prize of $150 in a tournament and also received my 3% cashback for that week which came to over $200… I received an email saying congratulations and that I had to activate my bonus before playing it. My bonus wasn’t there as stated and on contacting support, I was told that I’d already played it, which was rubbish. Looking in my bonus history, it was evident that both bonus were added by the casino WHILE I was actually already playing. I hadn’t noticed this at all, never got to actually activate it myself, and therefore most importantly, never had the chance to h Ave any control over my wagering requirements in playing out the bonus. I kept playing and the following week I won the tournament again, but never received my $150 prize until I had to ask for it. And I still have not received my 3% cashback, though after a week of emailing back and forth (yes, I have evidence) I have now been told I won’t receive the most recent weeks cashback due to my winnings being greater than losses and something else in the T&C’s which, interestingly enough, weren’t there or enforced the previous week. I have a screenshot of where 2 “cash awards” were added within a minute of each other for this week, but the latter had been changed to “expired” and therefore wagering wasn’t met - i.e. they issued it and took it away. I’m still unclear as to whether this amount was originally the cash back, and they’ve taken it away... Chat with support was unable to give me a clear explanation, and I’ve been given the run around ever since. I’m calling out the casino as being full of it. I have email correspondence which acknowledges these faults, and therefore they take responsibility. I have transcripts of some of the conversations with chat, and I have screenshots as evidence of the dubious activity I’m accusing them of. I used to like playing here and have had some luck, but the integrity of Slotozen (and I’d therefore include its sister casinos I.e StayCasino) has to be called into question. You can’t just apply bonuses, especially those of high value, while players are mid-game. I’m playing with my own balance, and to do that is obviously going to have an affect on wagering. And you can’t just make up the rules and terms as you see fit. Initially, the casino had been in contact with me but now I realize they were just buying time, no doubt while they change the T&C’s regarding their cash back promo. Because whatever T&C’s they now claim are in place, weren’t a problem in the issuance of the previous weeks cash back (even if it was applied mid play). This casino (and therefore StayCasino, as its sister casino) lack so much integrity, I’d warn everyone not to put their money there. Sure I’ve had some nice wins there, but I’ve also been denied many others due to dubious emailing marketing and lack of clear T&C’s - but thats not what’s in question here. It’s the blatant lies and contradictory info I’ve received, after calling them out on what has been unfair practices regarding bonus issuance and prize winning.

This casino picks and chooses when and how much you can win. Stay away from these dodgy operators.

Hello numzy,

Could you please send us your casino username via private message, so we can get in touch with casino rep regarding your issue.

Thank you.

Hello numzy,

We are still waiting for your credentials. Please send us via private message to be able to help you.

Hello numzy,

We need your credentials to reach out to Casino Rep in order to figure it out what is happening with your issue. Please send us via private message.

Hello numzy,

We still haven't received your credentials. Please send us via private message, so we can react and reach out to Casino Rep.

Hello numzy,

We will be closing this complaint due to inactivity of submitter.

Hello numzy,

Casino Rep got back to us and told that you were in contact all the time regarding your issue via email and live chat.

Their T&Cs clearly state that:

“The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.”

Also, you didn't get 3% cashback because the bonus was added to your account for lost deposits from Friday to Sunday, and you can check that on their website.

The "Award Cash bonus" that was expired immediately upon the activation due to technical error it was compensated by manually activating the same bonus with 15% more (total of 175 AUD).

As Casino Rep clarified this issue we will mark this case as Resolved.