HomeComplaintsStaxino Casino - Player’s withdrawal is delayed and winnings are reduced.

Staxino Casino - Player’s withdrawal is delayed and winnings are reduced.

Amount: €500

Staxino Casino
Safety Index:Below average
Submitted: 17 Oct 2024 | Case closed : 21 Oct 2024
Case closed Our verdict

Other

REJECTED

Case summary

2 months ago

The player from Germany faced issues with a withdrawal of €500, which the casino reduced to €100, claiming the winnings were from bonus spins tied to a deposit. However, the player asserted that the winnings originated from loyalty level rewards, which should not have restrictions. Despite multiple inquiries, the casino had not responded for over two weeks. The player received a response from the casino explaining the withdrawal limit and agreed with their reasoning, leading to the closure of the complaint.

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2 months ago
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2 months ago

Dear Knochenfabrik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please post a screenshot of your bonus history here in this thread?
  • Do I understand correctly that you currently have €100 in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

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2 months ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 months ago
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Hello,


I would like to have the case closed because today I finally received a response from the casino explaining why I am only allowed to withdraw €100.


Unfortunately, the casino is right.


Thanks for the help anyway.

Automatic translation:
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2 months ago

Thank you for your reply, Knochenfabrik. Alright, I understand. I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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