Staxino Casino - Player's winnings have been confiscated.

Guten Tag,

Mein erzielter Gewinn von 710€ wurde beschlagnahmt weil ich angeblich gegen ein Bonus Einsatzlimit verstoßen habe.

Dear HyWiis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&C and found this: https://staxino.com/en/bonus-terms

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to 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 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 like 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 tomas@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,

Tomas

Guten Tag,

Ich habe den Willkommens Bonus genutzt.

Nach Rücksprache mit dem Support wird behauptet das ich einen 100€Bet Einsatz getätigt hätte.

Aber wenn man mit Bonus Geld die Buy Funktion freigeschaltet würde somit jeder Gewinn beschlagnahmt!

Finger weg von diesem ******Laden!!!

I understand your frustration, thanks for your reply and email.

Your gaming history is crucial in determining whether we can argue in your favor or not despite the alleged breach. Please note sending screenshots is counterproductive. You should be able to request a .csv file of your game history from casino support for the relevant time period when your bonus was active. If you have the option to request it from the casino and share the records with me, please do so as soon as you can. My email is tomas@casino.guru

I'll wait for your response.

Vor einigen Tagen habe ich den Spielverlauf beim Casino Support beantragt aber bisher keine Antwort erhalten.

If you still haven't received your gaming histroy from the casino, please share your communication in which you attempt to get it and the casino's response. Send this information to my email at tomas@casino.guru

Thanks in advance for your reply.

Dear HyWiis,

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.

Wie schon in der Email erwähnt habe ich bisher keine Rückmeldung vom Casino erhalten.

Thank you very much, HyWiis, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello HyWiis,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Staxino Casino representative to join this conversation and participate in resolving this complaint.

Dear Staxino Casino,

Could you comment on this? Could you provide us with the player's gaming history?

Thank you in advance for providing the information.

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.

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 (https://gamingcommission.ca/interactive-gaming/complaints/ or 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru