The player from Bavaria mistakenly played a prohibited game while on an active bonus, resulting in a profit of around €200. After realizing the mistake, he contacted casino support to find a solution, as he believes it is unfair to forfeit his winnings. He expresses concerns about the game's accessibility while being prohibited with a bonus and seeks guidance on how to proceed.
Staxino Casino - Player’s winnings are confiscated due to bonus violation.
Staxino Casino
Safety Index:Above averageSafety Index
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6.6
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Opened
Current status
Waiting for casino to reply
1d 21h 42m 23s
Case summary
5 days ago
Public
Novice
Public
2 weeks ago
Translation
I normally play on the computer and always have the TOS open on a second screen. However, I am currently on the move so I was playing on my mobile and unfortunately overlooked the fact that Danger High Voltage is prohibited to play with an active bonus. The game did open though and I did a few spins and made a profit of around €200. Afterwards I read the TOS again and saw that Danger is prohibited. I immediately wrote to casino support to find a solution because I didn't want to gain an advantage by playing the game. In the end I managed to complete the wagering requirement with a balance of 769 and I think it's more than scam to delete all the winnings just because I made a mistake by doing a few spins in Danger. The other winnings were all in permitted games. I think it would be okay to withdraw the money I won in Danger or to increase the wager a bit, but the fact that the game is playable when it's prohibited with a bonus means I see it as a very suspicious tactic to lure players into a trap.
Is there anything I can do? Is this really allowed? At all the casinos I've played at so far, it wasn't possible to access prohibited games.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear jann123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Staxino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you completed the wagering of the bonus and requested a withdrawal of the winnings?
- Did the casino confirm that the confiscation of your winnings was due to you playing restricted games during the bonus?
- Did the casino inform you about the reason for confiscation of your winnings in a separate communication to you? Could you please share what the casino used as justification in your situation? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Novice
Public
1 week ago
Translation
Complete payout was canceled all winnings gone there is nothing you can do or
Automatic translation:
Public
Complaint Specialist
Public
5 days ago
Thank you very much, jann123, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Staxino Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
Public
Casino Analyst & Complaint Specialist
Public
5 days ago
Hello, jann123!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Staxino Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
Staxino Casino has 1d 21h 42m 23s to reply
