The player from Germany faced account closure after winning €1.5k using a bonus at Staxino. Following his withdrawal requests, the casino declined them after an internal review, refunding his amounts instead. He sought help as he urgently needed the funds due to a family emergency. The Complaints Team attempted to mediate with the casino, but after multiple follow-ups, no response was received from Staxino. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Kahnawake Gaming Authority for further assistance.
Staxino Casino - Player’s account has been closed and winnings confiscated.
Black points: 183
Amount: €2,094
Staxino Casino
Safety Index:Above averageSafety Index
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6.6
Staxino Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 month ago
Public
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2 months ago
Translation
Hello everyone,
On April 4, 2025, I received an email from Staxino for a 200% bonus, and I subsequently deposited €25 with a credit card. I then used the €75 exclusively to play Book of Dead, and as I worked my way up a bit, I got a series of Explorers on €3, making €1.5k. I wagered the remainder on €3 and €4, and when the balance was displayed as real money, I made three withdrawals with my credit card, since the highest credit card payout is €1,000. And then the drama began... After the normal processing time, I contacted the live chat almost every day and was told that it was being reviewed and I would receive an email. Today, I received an email with the following text:
Hello,
We are writing to you regarding your withdrawal request.
We would like to inform you that, following an internal investigation, our management has decided to close your account. According to our bonus terms and conditions :
We have declined your withdrawal and refunded the withdrawal amount.
If you have any questions about the withdrawal process, please contact our customer service.
Best regards
Payment cashier
A few days ago, I used a 100% wager-free bonus on Staxino and was able to withdraw €230 after being asked for a screenshot of my credit card. I now have screenshots of all my bets, as well as screenshots of the transactions. I would really appreciate some help, as I'm currently at my wit's end. I have a family emergency that's not looking particularly good, to say the least, and I don't have any money to spare right now. Nevertheless, this amount would help me cover the costs in a worst-case scenario.
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PR Assistant
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2 months ago
Dear Andrzejek,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Staxino and the trouble you’re facing regarding your withdrawal.
To better understand the situation and assist you effectively, could you please provide more information regarding the following:
- What specific reason did Staxino give for closing your account?
- Were you informed about any specific terms or conditions that you may have breached in relation to the bonus?
- Have you received any previous communication from Staxino regarding this matter before the recent email?
- Have you already contacted Staxino's customer service for further clarification on the matter?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Nick
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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2 months ago
Translation
Hello dear Nick,
The casino was very general in its justification. It simply said that I had violated the bonus terms and conditions. I used the live chat almost every day and was told that everything had to be checked and that I had received an email. At some point I was informed that my request should be expedited and that I would receive an email. I was then asked to wait until April 15th and if I still hadn't received an email by then, I should contact them again so that my matter could be expedited. When nothing had happened by then, I contacted them and was told that management still hadn't processed my case and that support would immediately arrange for management to take care of it. After I complained, I was told that my case would be expedited. Oh yeah, right from the start, every time I contacted support they said it was taking longer than usual because they were supposedly busy and had so many cases and withdrawals to process. On Good Friday, exactly two weeks after I requested my withdrawal, I received the email saying that my account was being closed due to a violation of the bonus terms and conditions. I wrote an email to support and asked what I had violated but have not received a reply yet. Then I went back to live chat and asked which condition I had violated and was simply told that my withdrawal had been canceled because I had violated the bonus terms and conditions. Support wanted to get rid of me quickly and I threatened that I would file a complaint and that they would have to tell me the exact reason. I also said that I had screenshots of all transactions and bets. Then support took some time and after a few minutes replied that they would contact me by email, but that hasn't happened yet. I played the same way as with the previous withdrawal. They asked for a photo of my credit card and then the withdrawal went through. About €200 is apparently peanuts for the casino and €2000 is probably macadamia. I don't use any tactics or software either. When I play, I always increase the stake a bit if my bankroll should rise and then I go through with it without reducing the stake again. The casino actually likes players like this the most because that's how you lose money the quickest. Of course I never bet more than €4 or €5 on the bonus, depending on the bonus terms and conditions. I played the game Book of Dead and the highest bet I made was €4 and I didn't use the risk function to double my winnings. I have about 50 screenshots to prove it, but I could only upload a maximum of 6 with my complaint. I'm really at a loss. My grandmother is dying, almost motionless, in the hospital and I have to commute to and from several times a day. I really don't have the energy to worry about this anymore, but I know that I'll need the money for a worst-case scenario, since the priest has already been to see my grandmother and it probably won't be long now. I hope you can resolve the matter positively for me, because I really haven't done anything wrong and the whole situation is weighing heavily on me, it's almost making me sick.
Best regards,
Andrzejek
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PR Assistant
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2 months ago
Thank you Andrzejek for all the information provided. As we need further information from the casino, I will be now forwarding your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Translation
Thank you very much for your support and help.
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Complaint Specialist
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2 months ago
Hello Andrzejek,
I'm Michal, and I have taken over your complaint. I have examined your case and will reach out to the casino in hopes of providing assistance. Just so you know, Staxino Casino was not really cooperative with us in our attempts to mediate any kind of issue in the past. Despite multiple unresolved complaints, we remain committed to finding a resolution.
We sincerely hope that Staxino Casino will engage in this discussion.
Dear Staxino Casino,
I would appreciate it if you could clarify the reasons behind the closure of the player's account and the cancellation of the withdrawal. If this action was taken due to a possible violation of rules, I kindly ask that you provide any evidence of this to [email protected].
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2 months ago
Translation
Thanks, Micha?, for your help. I'm not holding out much hope either, after reading the other complaints. It's simply disgusting to treat honest players like this. I've actually had good experiences with this casino group (Viggoslots, Wunderwins, Locowin). But as we all know, there's a black sheep in every family, and this one is particularly criminal.
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Complaint Specialist
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2 months 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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello,
I received this email today. Now, all of a sudden, I'm being accused of violating the terms and conditions, not the bonus.
I replied with this email.
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Complaint Specialist
Public
1 month ago
Dear Andrzejek,
I appreciate your update. Unfortunately, as anticipated, I have yet to receive any response from the Staxino casino team. Without their collaboration, there is very little that can be accomplished. Although we, as Casino Guru, hold a significant 'authority' status within the industry and work with numerous casinos to address player complaints, there remain many establishments that are unwilling to engage with us on this matter, and Staxino Casino is among them. They still have a limited timeframe to respond and provide clarification, but the likelihood of this occurring is quite low.
I recommend you contact the Kahnawake Gaming Authority directly at Dispute Resolution - Kahnawà:ke Gaming Commission or via email at [email protected]) and submit a complaint to them. The Gaming Authority might have more options and tools to help players
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Complaint Specialist
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1 month ago
Dear Andrzejek,
Unfortunately, as expected, I have received no response from the Staxino casino team. I’m afraid there is not much that can be achieved without cooperation from their 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. If you have not done so yet, I recommend you contact the Kahnawake Gaming Authority directly at Dispute Resolution - Kahnawà:ke Gaming Commission or via email at [email protected] and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded
at [email protected]. I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
