A headline bonus amount is easy to compare: it shows the advertised ceiling, but not the conditions that determine whether any of it can be withdrawn. For an Australian reader looking at Stay, that gap matters. The offer may depend on eligible deposits, wagering requirements, game contributions, time limits and withdrawal rules, so the largest figure is not necessarily the most useful measure.

The practical task is to verify the exact promotion and preserve enough evidence to resolve a disagreement later. Start with the terms shown to you, not a summary or search result; terms can change, and the version displayed when you opt in may be important. The Stay Casino site is a point to check for current product and promotion details, but Australian readers should also consider the legal position: online casino services are generally prohibited from being provided to people in Australia under the Interactive Gambling Act. Do not treat an offshore site’s availability as proof it is authorised locally.

Define the issue before collecting evidence

First write down what you need to establish. Are you checking whether a bonus was available to your account, whether a deposit qualified, how wagering was calculated, or why a withdrawal was delayed or declined? A precise question helps you request the right records and prevents a broad complaint from becoming a debate about an offer’s headline value.

Keep the timeline in Australian local time where possible. Record when you saw the promotion, opted in, deposited, played, contacted support and received any decision. If the operator uses another time zone, note that too. This makes it easier to compare your account history with the stated expiry time and transaction timestamps.

Prioritise the evidence

• Essential — promotion terms: Save the full terms and conditions, offer title or code, eligibility rules, minimum deposit, bonus cap, wagering multiplier, qualifying games, contribution rates, expiry, maximum bet and withdrawal restrictions. Capture the date and time, plus the page address or in-app location.
• Essential — account and transaction records: Keep deposit receipts, payment-provider references, account statements, bonus-credit entries, bet history, balance changes and withdrawal confirmations. Redact card numbers and other sensitive details before sharing evidence.
• Essential — communications: Preserve support messages, emails, complaint reference numbers and any explanation of a decision. Ask support to identify the precise term relied on, the relevant transaction or bet, and how any calculation was made.
• Essential — product details: Record the game name and version, provider, stake, round or bet identifier, date, time and outcome where a game result is disputed. A screenshot of the game alone may not show the account transaction behind it.
• Optional but useful: Keep screen recordings, device and browser details, error messages, payment-provider correspondence and a short chronological log. These can help explain a missing page, failed payment or interrupted session.

Make screenshots verifiable

Capture the whole relevant screen, including the promotion name, conditions and any date or status shown. Avoid cropping away surrounding text that could change the meaning. Save the original image file and, if practical, a PDF or screen capture of the terms; do not rely solely on a copied excerpt. Name files consistently, such as “2026-08-14-promotion-terms” or “2026-08-15-deposit-receipt”, and keep a separate copy in a secure location.

A screenshot proves what appeared on your device at a particular moment only as far as its context supports. Pair it with the account record or confirmation email. If the offer page no longer loads, ask support for the version of the terms active when you opted in, the promotion identifier and the timestamp recorded on your account. Request a written response rather than relying on a phone conversation.

The decisive condition: can the record be matched?

For a bonus dispute, the key condition is usually whether the operator can connect the promotion’s rules to your account and the transactions in question. A general statement such as “bonus terms apply” is not enough to check a specific deduction. Compare the exact wagering rule and eligible-game list with your bet history, then ask for an itemised calculation showing qualifying stakes, excluded play, remaining wagering and any expiry applied.

For a payment issue, match the amount, currency, date and provider reference across your bank or wallet record and the casino transaction history. A payment marked completed by a provider may not establish that it was credited to the account; request the operator’s transaction ID and status. Never send a password, one-time code or full payment-card details as “proof”.

Use a clear selection rule

Do not judge an offer by its maximum amount alone. Give priority to terms that are accessible before opting in, clearly state the wagering calculation and expiry, and can be matched to downloadable account records. If a crucial condition is missing or support will not identify the rule behind a decision, treat the offer as difficult to verify rather than assuming the most favourable interpretation.

For Australian readers, add one further check before creating an account or depositing: confirm the current regulatory position through official Australian sources, including the Australian Communications and Media Authority where relevant. Keep evidence, but do not let a complete paper trail be mistaken for a guarantee of recovery or local authorisation. The sound selection rule is simple: proceed only where the legal position is clear to you and the material terms and records are sufficiently transparent to audit.