Staxino Casino - general discussion

If you want to discuss anything related to Staxino Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Good morning,

It's scary, I see that they hardly respond to any complaints.

Do you experience some issues with this casino you would like to write about, perhaps?

We can look into things together if you wish.

Hello everyone,

On April 4, 2025, I received an email from Staxino for a 200% bonus, and I subsequently deposited €25 with a credit card. I then used the €75 exclusively to play Book of Dead, and as I worked my way up a bit, I got a series of Explorers on €3, making €1.5k. I wagered the remainder on €3 and €4, and when the balance was displayed as real money, I made three withdrawals with my credit card, since the highest credit card payout is €1,000. And then the drama began... After the normal processing time, I contacted the live chat almost every day and was told that it was being reviewed and I would receive an email. Today, I received an email with the following text:

Hello,

We are writing to you regarding your withdrawal request.

We would like to inform you that, following an internal investigation, our management has decided to close your account. According to our bonus terms and conditions:

We have declined your withdrawal and refunded the withdrawal amount.

If you have any questions about the withdrawal process, please contact our customer service.

Best regards

Payment cashier

A few days ago, I used a 100% wager-free bonus on Staxino and was able to withdraw €230 after being asked for a screenshot of my credit card. I now have screenshots of all my bets, as well as screenshots of the transactions. I would really appreciate some help, as I'm currently at my wit's end. I have a family emergency that's not looking particularly good, to say the least, and I don't have any money to spare right now. Nevertheless, this amount would help me cover the costs in a worst-case scenario.

Our complaint team will look into this issue well, and hopefully soon we'll see some movement in your complaint.

May I ask if you are aware of any rule violation when playing with the bonus?

Also, please know that playing at an online casino should be only as a hobby, and it is really not supposed to be seen as a kind of, let's say, money-making. Please never rely on money from playing.

No, I wasn't given a specific reason. Of course, it's a hobby, and you can't assume you'll win anything. But if you do win something, you can probably assume the casino is acting to the best of its knowledge and belief and adhering to its own terms and conditions. Simply confiscating a player's winnings for no reason and then claiming you violated the bonus terms and conditions is the height of audacity and disgust. I made my withdrawal on April 4, 2025, and what happened to my grandmother happened a week later. You can't plan for a win and have to assume you'll lose, but you also assume that if you do win, the amount will be paid out fairly and properly. And that's what I assumed. Nothing more, nothing less. According to my transaction history, I've only deposited three times at this casino. I lost the first deposit some time ago. A few days before this win, I played with a no-wager bonus and was able to successfully withdraw about €200 after I was successfully verified. On April 4, I received an email with a 200% bonus offer. This time the bonus wasn't wager-free, but I thought I'd give €25 a try, even though it's almost impossible to meet the wagering requirement. Before I deposited, I even gambled away a small amount that was left over from some free spins so that there wouldn't be any complications. This casino sends offers by email almost every day, even today. Before my two withdrawals, I only played Book of Dead and didn't place a bet higher than €4. Luckily, my account hasn't been closed as stated in the email, and I was able to take all the screenshots to prove it.

I am sure that our complaint team will investigate the whole matter and will do everything possible to solve your complaint.

We need to wait and see what the casino will say about it all.

This casino is an absolute disgrace!

After successfully wagering the bonus, my €1,600 was canceled this morning because I played a "forbidden game"! A list of these can be found in the Terms and Conditions.

However, the games aren't even labeled and are constantly (!) updated. I looked at the list a while ago, but the two games I played are NEW on the list...and thus I allegedly violated the recently updated terms and conditions, and my winnings were confiscated. ATTENTION!

Oh, that wouldn't be very nice of the casino.

I assume you don't have a screenshot of the terms or something similar from before the games were added, do you?

That would definitely help.

I looked in the terms and there is no update date anywhere in the bonus terms, only in the general terms.

Hello, I'm having a problem. I played at Staxino Casino and reached a new loyalty level, which meant I received free spins (Legacy Leader). I won about €30 with these free spins and then continued playing according to the bonus terms and conditions, winning €1000, which I then withdrew. This morning, I received an email stating that I can only withdraw a maximum of €50 with these no-deposit free spins. They canceled the €1000 and credited me back with €50, but their bonus terms and conditions clearly state that reaching a new loyalty level and the associated free spins have no wagering requirements and no maximum withdrawal amount. Despite this, my money was canceled. When I inquired further in the chat, they repeatedly pointed out that the free spins were indeed no-deposit free spins, but another section clearly states that loyalty level free spins have no maximum withdrawal amount and no wagering requirements, yet my money was still canceled. I am 100% sure I am in the right. Please help me. I will post relevant evidence here. I have redacted my name and email address because I don't want this casino to block me, and therefore I don't have access to further evidence. It's clearly stated in section 2.6.12 that free spins from the loyalty level program have no maximum payout amount. That's why I don't understand their reasoning, and everyone in the chat is brushing me off and refusing to help. I don't understand the logic of them telling me they were no-deposit free spins when it's clearly stated in German that they were loyalty level free spins, and thus section 2.66.12 clearly applies. This casino isn't even following its own rules.

The best thing for you now, as I believe, is to file a complaint so our team can have a look into the whole situation, actually. We will try to investigate it, and only then will we be able to learn if the casino acted right or not.

It looks like a bit more complex situation, actually. 🤔

What do you say?

Good morning

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

I would like to say that I have been a regular player since this casino opened, and I have never had any problems in all the time I've been playing.

I made a withdrawal on Staxin O of 700 euros which was cancelled: Reason exceeds the wagering requirements by more than 20 euros.

So let me explain what happened that day:

Staxin O Me is offering a great deal: a 100% bonus with no wagering requirements, but first you 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.

Staxin o me therefore offers 100%, right after losing.

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 concerning this cancellation; I always receive emails from Staxin 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 tell support this, they give me their usual tired excuse: "I'll take note of this and that, etc., and close the conversation."

Thank you for everything.

Hello.

Welcome to the forum, and thank you for taking the time to explain your situation in detail.

From what you describe, it does not look like the issue is about your regular bet size after the €100 bonus was activated, if I may say so.

I understand that you state your bets did not exceed €1.50 during that part of the session.

The problem is more likely related to how the casino system reviews the full gaming session, not only the bets placed after the bonus deposit. Even with a "no wagering" bonus, there are usually other restrictions in place. Certain actions, such as feature or bonus buys, are often restricted and tracked separately by the system.

When deposits are made close together, the casino may also treat the activity as one continuous session rather than fully separate sessions. In such cases, a restricted action recorded earlier can still affect a later bonus-related withdrawal, even if it happened before the bonus was activated.

Another important point is the cancellation of the bonus. In many casinos, cancelling a bonus results in the forfeiture of winnings generated while the bonus was active, leaving only the original deposit credited back. This could explain why your withdrawal was cancelled and why €100 was returned to your balance.

I also understand that the explanation you received so far was unclear, so please consider this just an alternative possibility.

Of course, the casino should fully explain the matter to you, and I hope they will do that without delay.

Let me know what happens next, please.