StayCasino - Uncredited $105 AUD Tournament Prize ("BGaming: Once Upon a Spin")

​I finished 23rd in the "BGaming: Once Upon a Spin" tournament on September 22, winning a $105 AUD cash prize. The 72-hour payout window expired on September 25, but the money was never credited to my balance. Support agents and VIP Manager Gus claim the win was paid on September 22 at 07:00 UTC, but my account transaction ledger proves that every single line item is a personal deposit made by me, with zero tournament prize credits. Priority Specialist Dante confirmed in writing on live chat AFTER that 07:00 UTC timestamp that the tournament prize was still pending the final tally. VIP Management refuses to audit my deposit ledger or release my winnings.

Update / Additional Unpaid Win:

Upon reviewing my tournament history, StayCasino also failed to credit a second win. I finished 38th in the "GameBeat: Only Winners" tournament (ended September 8, 2026) for $52 AUD. Like the $105 AUD prize, this was never credited to my balance or transaction ledger.

​My total unpaid tournament winnings are now $157 AUD ($105 AUD + $52 AUD).

​Hi Casino Guru Team,

​I am uploading the evidentiary screenshots supporting my complaint regarding the $157 AUD in uncredited tournament prizes ($105 AUD BGaming and $52 AUD GameBeat):

​Tournament Placements: Proof showing my winning ranks and amounts (#23 for $105 AUD BGaming, and #38 for $52 AUD GameBeat).

​Transaction History Ledger: Proof confirming $0 was credited to my balance for either prize.

​Support Contradictions: Screenshots of live chat showing contradictory statements from support agents (claiming no credit status visible, then claiming funds were credited and played).

​StayCasino support has confirmed my verification details and transferred this matter for an official backend report, but I want to ensure all physical documentation is on file for your review.

​Thank you,

Hi, I’m sorry to hear what happened at this casino and that you haven’t received any of your tournament winnings. I’ve seen the screenshots you shared, and it’s good that you’ve kept them.

I’d recommend submitting a complaint with us here. Our team could investigate the situation and try to establish why the casino hasn’t paid your winnings. If they claim the payments have already been made, we could ask them to provide proof, since you say you haven’t received anything. That would be an important point to clarify.

I also noticed that you mentioned receiving different information from your VIP manager, while in another post you said that a specialist named Dante told you the tournament prize was still pending. We’ll need to establish what actually happened to these prizes and whether they’ll be paid.

I hope they will. Please submit your complaint, and we’ll see what our team can find out.