The player from Bavaria mistakenly played a prohibited game while on an active bonus, resulting in a profit of around €200. After realizing the mistake, he contacted casino support to find a solution, as he believed it was unfair to forfeit his winnings. He expressed concerns about the game's accessibility while being prohibited with a bonus and sought guidance on how to proceed. The Complaints Team attempted to mediate the issue with Staxino Casino but received no response despite multiple attempts. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Kahnawake Gaming Authority for further assistance.
Staxino Casino - Player’s winnings are confiscated due to bonus violation.
Unresolved
Our verdict
No reaction policy
Black points: 113
Amount: €760
Staxino Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
I normally play on the computer and always have the TOS open on a second screen. However, I am currently on the move so I was playing on my mobile and unfortunately overlooked the fact that Danger High Voltage is prohibited to play with an active bonus. The game did open though and I did a few spins and made a profit of around €200. Afterwards I read the TOS again and saw that Danger is prohibited. I immediately wrote to casino support to find a solution because I didn't want to gain an advantage by playing the game. In the end I managed to complete the wagering requirement with a balance of 769 and I think it's more than scam to delete all the winnings just because I made a mistake by doing a few spins in Danger. The other winnings were all in permitted games. I think it would be okay to withdraw the money I won in Danger or to increase the wager a bit, but the fact that the game is playable when it's prohibited with a bonus means I see it as a very suspicious tactic to lure players into a trap.
Is there anything I can do? Is this really allowed? At all the casinos I've played at so far, it wasn't possible to access prohibited games.
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9 months ago
Dear jann123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Staxino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you completed the wagering of the bonus and requested a withdrawal of the winnings?
- Did the casino confirm that the confiscation of your winnings was due to you playing restricted games during the bonus?
- Did the casino inform you about the reason for confiscation of your winnings in a separate communication to you? Could you please share what the casino used as justification in your situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
TranslationComplete payout was canceled all winnings gone there is nothing you can do or
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9 months ago
Thank you very much, jann123, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Staxino Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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9 months ago
Hello, jann123!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Staxino Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel Kaczynski
