Staxino Casino - Player's withdrawals are delayed and account verification is problematic.

I am at my wits end. 5 withdrawals left pending for over 3 weeks. I played here for years and was fully verified. I also was asked to reverify end of June which I did and it was confirmed.

Over 3 weeks ago I was asked to verify again. I sent the usual and after a few days was told I was verified. I waited but no payout. Next I'm asked to confirm my card. Which is Revolut and virtual . Revolut don't allow screenshots of cards for security reasons so I sent my card confirmation document via their link, after getting many many links that told me I'm fully verified and would not allow anything to be uploaded. After hours and hours again on live chat, who refuse to escalate this, I get an email asking for proof of address again as suddenly they don't accept online bank statements. So I upload a statement from my Irish credit union bank. Now, sumsub has been scrolling for 14 hours my card confirmation document and 8+ hours my credit union statement.

Live chat take up to 2 hours to answer and give a different excuse every time. I don't know what to do now. Emails are completely ignored. As I've said this is going on for over 3 weeks and meantime my withdrawals still are not paid. Please help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which of your identity documents are still pending verification in your account?
• Which documents have you provided so far as proof of your address?
• When was the last time you successfully withdrew money from this casino?
• What types of games did you play to accumulate the winnings you're trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Today I got an email saying the bank statement I sent 2 days ago is an education invoice! It's a statement from my Irish credit union bank. Live chat I spent 2 hours explaining and they refuse to do anything only telling me to upload the same document again. One told me it was rejected because it was jpg not pdf. It was pdf. Also, they accept both pdf and jpg.

All I'm told is that there's another 48 hours to wait to look at the exact same document again. Meanwhile, my 5 withdrawals are pending for weeks at this stage. All emails are completely ignored.

The bank statement from revolut was accepted as proof of address a week ago. Now rejected as it's an online bank. The document pending is a statement from my Irish credit union bank showing my full name and address, bic and IBAN.

I've withdrawn money here no problem for years. Last withdrawal was over a month ago.

I played slots using a bonus and broke absolutely no t and c. As I said I've played here for years, I understand the rules. I've spent hours and hours onto live chat who give nothing but excuses and copy and paste answers.

Excuses started with checking with gaming provider, then more diligent checks needed then finance is busy. This was before the kyc fiasco. Also I was fully reverified only at the end of June so why this is going on is beyond me. Other than clearly trying not to pay out. Thank you so much for addressing this as I have no other avenue to try.

Thank you for your reply.

Please forward me the most recent communication between you and the casino’s customer support regarding the verification requests at veronika.f@casino.guru. Kindly include the documents you were asked to provide that have not yet been reviewed by the relevant department as well.

I appreciate your time and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Matthew8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika