Staxino Casino

Case summary

The player from France faced an issue with a cancelled withdrawal of €700 from Staxino, citing that it had exceeded the wagering requirements. The player reported multiple deposits and adherence to betting limits but received no communication regarding the cancellation, and support was unhelpful. The complaint was closed due to the player's lack of response to requests for further information and evidence. It was explained that the casino's maximum bet rule during bonus play was an industry standard, which could lead to confiscation of winnings if violated. The player was informed that the complaint could be reopened if they chose to resume communication.

Discussion

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Toxic45

Bronze

France

Public

4 months ago

Original

Translation

Good morning

I'm new to the forum, but not new to the world of online casinos.

I would therefore like to say that I have been a big player since the creation of this casino, I have never had any problems in all the time I have been playing.

I made a withdrawal of €700 on Staxino which was cancelled: Reason exceeds the wagering requirements by more than €5.

So let me explain what happened that day:

Staxino has a great offer for me: a 100% bonus with no wagering requirements, but first I need to deposit a minimum of €50 in cash.

I then deposited €50 in cash without a deposit bonus.

I make bonus purchases of €20 to go faster and be sure to have at least two small bonuses on my short session, enough to keep me smiling.

I play, I lose.

That's not the problem yet.

Staxino is therefore offering me 100%, right after I lost.

So I deposit €100 with this bonus, so I receive a total of €200.

I play, I do not make any bonus purchases, and no max bets, my maximum bet was (€1.5) throughout my session until the final withdrawal.

So I managed to raise my balance to €800 and then I made a small withdrawal of €700 because I had to cancel the 100% bonus.

This morning, when checking my account, I saw that I was credited with €100 (up to that point I immediately understood what had happened, so I knew that my withdrawal was cancelled, and my deposit was credited again). I would like to point out that I did not receive any email regarding this cancellation; I always receive emails from Staxino when it comes to transactions, promotions, or chat.

I spoke with live support, and they informed me that I had placed bets of €20.

They mixed up my deposits and believe I am a beginner who does not know the casino's conditions.

They claim to have sent an email to the relevant team, but we know those famous phrases...

I would like to point out that in my betting history, no bet exceeds €1.50 after the €100 deposit bonus. When I mention this to support, they give me their usual, infamous "I'll take note of this and that, etc., and close the conversation."

Thank you for everything.

Bonjour

Je suis nouveau sur le forum, mais pas nouveau dans le monde du casino en ligne

Je tiens donc a dire que je suis un gros joueur depuis la création de ce casino, je n’ai jamais eu aucun pepin depuis tous le temps ou je joue.

j’ai effectué un retrait sur Staxino de 700e qui ma été annulé : Raison dépasse les conditions de mise supérieur à 5€.

Je vous explique donc ce qui c’est passé ce jour-ci :

Staxino me propose une offre sympa, Un 100% sans wager, mais avant ca il faut déposer en cash un minimum de 50€

Je dépose alors 50€ en cash sans bonus de dépôt.

j’effectue des achat bonus a 20€ pour aller plus vite et être sur d’avoir au moins deux petits bonus sur ma petite session de quoi quand même garder le sourire.

Je joue, je Perds.

la n’est encore pas le soucis.

Staxino me propose donc le 100%, juste après avoir perdu.

Je dépose donc 100€ avec ce bonus, je reçois donc 200€ total.

Je joue, je n’effectue bien sur aucun achat bonus, et aucune maxbet, ma mise maximal a été de (1,5€) sur toute ma session jusqu’au retrait final.

J’arrive donc a monter mon solde jusqu’à 800€ et puis j’effectue donc un petit retrait de 700€ car j’ai du annuler donc le bonus de 100%.

Ce matin, en vérifiant mon compte, je vois que je suis re crédité de 100€, (jusqu’à la j’ai compris direct ce qu’il c’était passer, je sais donc que mon retrait été annulé, et mon dépôt a été re crédité) je tiens a rappeler que je n’ai reçu aucun mail concernant cette annulation, je reçois toujours des mail de Staxino quand il s’agit de transaction ou de promos, ou chat.

je parle avec le support en direct, celui ci m’annonce que j’ai effectuer des mises a 20€.

ils ont mélanger mes dépôt, et croient que je suis un débutant qui ne connais pas les conditions du casino.

il disent avoir envoyer un mail a l’équipe concerné, mais on les connais ces fameuse phrases..

Je tiens a rappeler que dans mon historique de bet, aucune mise ne dépasse 1,5€ après le dépôt de 100€ pour le bonus de depot, quand je dis cela au support ils me disent leurs fameuse banane de d’habitude, "je prends note ceci cela etc et cloture de conv"

Merci pour tout.

Automatic translation:

Public

Attila

Complaint Specialist

Public

4 months ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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Attila

Complaint Specialist

Public

4 months ago

Dear Toxic45,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

1.11. You may not place any bets that exceed the maximum bonus bet size while a bonus is active. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless otherwise stated in the specific terms and conditions of each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

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Attila

Complaint Specialist

Public

4 months ago

Dear Toxic45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Attila

Complaint Specialist

Public

4 months ago

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

Staxino Casino - Player's withdrawal is cancelled due to alleged wagering issues.

Player stopped responding

Amount: €700

Case summary