HomeComplaintsStaxino Casino - Player's winnings have been confiscated.

Staxino Casino - Player's winnings have been confiscated.

Black points: 125

Amount: €710

Staxino Casino
Safety Index:Below average
Submitted: 16 Aug 2024 | Unresolved : 30 Sep 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

1 month ago

The player from Germany reported that her winnings of €710 had been confiscated due to an alleged violation of a bonus betting limit. The Complaints Team made multiple attempts to contact the casino for the player's gaming history but received no response. Consequently, the complaint was marked as 'unresolved' due to the lack of cooperation from the casino. The player was advised to reach out to the Kahnawake Gaming Authority for further assistance.

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2 months ago
Translation

Good day,


My winnings of €710 were confiscated because I allegedly violated a bonus betting limit.

Automatic translation:
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2 months ago

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


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2 months ago
Translation

Good day,


I used the welcome bonus.


After consulting support, they claim that I made a 100€ bet.


But if you unlock the buy function with bonus money, any winnings would be confiscated!


Stay away from this ****** store!!!

Automatic translation:
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2 months ago

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.

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2 months ago
Translation

A few days ago I requested the game history from the casino support but have not received a response yet.

Automatic translation:
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2 months ago

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.

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2 months ago

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.

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2 months ago
Translation

As already mentioned in the email, I have not received any response from the casino yet.

Automatic translation:
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2 months ago

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.  

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2 months ago

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.


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1 month ago

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.

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1 month ago

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

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