Staxino Casino - Player's withdrawal request was canceled.

Hello i made a deposit of 50€ on staxino.com casino... i was playing for like 4-5 hours gambling winning/losing and just decided after got bored to make a withdraw of 100€.. for like 1 month and so they couldnt verify my account to complete the transaction! After they managed to find their mistake and fix that almost 2 months pass... they cancel the withdraw request and refunded me with 50€ of my deposit...and they said i had to gamble like 50 and i gambled 49,95€ ...it cant be that 4-5 hours i didnt gambled 50€. doesnt make sense! I think this casino is scamming ppl!

Dear Hitmanakos,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Did you accumulate your winnings with or without an active bonus? If you played with a bonus, please send me a screenshot or a link.

Could you please forward me the emails you received from the casino after your withdrawal request was canceled? My email address is veronika.l@casino.guru.

Do I understand correctly that you successfully passed the full KYC verification?

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

Best regards

Veronika

The only emails i have are the same email about that they cant verify my id so we couldnt progress with the withdraw request! it was wager free and also i couldnt see anywhere the progress of that "gambling" ... since they claim that i had to gamble 00,05€ more... its really unbeliavable! after 4-5 hours of gamble i didnt completed the 50€ of gamble? its unreal seriously! and passed the id KYC... they still didnt verify my mastercard....even i had send them the original documents from the bank ...not just a photo!

Could you confirm if I understand correctly that your withdrawal was canceled because the casino did not accept your proof of payment during verification and because you did not meet the wagering requirements needed to be allowed to withdraw? Please send me the proof of payment that the casino rejected to veronika.l@casino.guru. Also, please include the email from the casino explaining why this document failed to pass the verification process. Thank you for your cooperation and patience.

Yeah they canceled my withdraw without sending me any informaiton about the why! i didnt have information of what happend...when i asked they said on support chat that i violate the rules by withdraw before i complete the 50euros wager since i done 49,95 and missing 00,05 to complete! didnt had any bar of progression ..all was in the air! cause i was chat from support...dont have a photo of proof and also they didnt send me any email about that so i can share to you! they just done that!...

i found an email and forward you exactly what they sent me in email!

I have not received any emails from you yet. Could you please check if you used the correct address, veronika.l@casino.guru?

yeah sorry i had wrote veronica by mistake ! now i think you have my email!

Thank you, I have now received your email. The casino stated the following: Unfortunately, we had to decline your withdrawal request due to a breach of our Terms & Conditions by placing bonus bets over the limit with an active bonus.

Our position towards maximum allowed bets 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 veronika.l@casino.guru. 

Thank you in advance for your reply. 

ok so anyway we cant do anything about that as it seems and i just lost my money there! its one of the reasons why i didnt wanted to play in outside of my county casinos cause you cant find your rights! Anyway thanks for your time ! have a good one i end this story here

I'm truly sorry that we weren't able to assist you further in this case. As mentioned in my previous reply, the maximum bet rule is a standard and valid requirement when playing with a bonus. While I completely understand your frustration, it is indeed something that many casinos enforce. Ideally, the casino’s software should automatically prevent players from placing bets higher than the allowed amount, but unfortunately, this feature is not available in all casinos at this time. Therefore, it falls on the player to ensure their bets align with the terms and conditions.

I understand how disappointing this situation can be, and I hope you can avoid such issues in future gaming experiences by double-checking the casino’s rules beforehand.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.