Staxino Casino - Player’s winnings are confiscated.

They claim that I bet more than the allowed limit, but I didn't. Then they took all my money too, which was really unfair, and they claim they refunded the original amount, but they didn't do that either. No notice in the casino itself, just an email out of nowhere... I feel this is fraudulent and have appealed to them without any response.

Dear vargorns,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing with the casino.

To help us better understand and investigate the issue, I’d like to ask for a few more details:

• Could you please provide us with your full game history for the relevant period? Instead of sending a few screenshots, it’s essential that you request your full game history from the casino. This will allow us to review the entire context of your gameplay, which is important for understanding the situation accurately. If you haven’t already, please ask the casino to provide you with the complete game history.
• Are you aware of any time when you may have placed a bet that exceeded the maximum bonus bet size? As a reminder, the rules state that the maximum bonus bet size is 4 EUR (or equivalent), unless otherwise stated in the specific bonus terms. It’s important for us to know if you might have unknowingly violated this rule.

• Can you provide any written communication from the casino confirming their actions regarding the refund and any claims they’ve made about your betting history?

Your cooperation is crucial for us to proceed with investigating this issue, and without your input, we won’t be able to move forward. I encourage you to send over any relevant details, as this will greatly help us mediate the situation and get to the bottom of what happened.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!