Staxino Casino - El retiro del jugador se ha retrasado.

Hello, on February 14th I requested a payout. I was told by email a few days ago that there would be additional checks, but that was almost two weeks ago.

Hallo am 14.2 beantragte ich die Auszahlung, mir wurde per Mail vor Tagen gesagt, es gäbe zusätzliche Überprüfungen, aber das ganze ist fast 2 Wochen her.

Dear Imbaa999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

I have already been able to withdraw money successfully and have also previously successfully verified my account.

Hallo Kristina,

ich habe bereits erfolgreich auszahlen können und zuvor auch mein Konto erfolgreich verifiziert .

Thank you for your reply, Imbaa999. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Hello my account has now been blocked, I will send you everything by email

Hallo mein Account wurde nun einfach gesperrt, ich schicke ihnen alles per Mail

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Do I understand correctly based on your email that you played with a bonus?

Have you received any further explanation from the casino regarding this issue, such as which term was breached?

Yes, I played with a casino bonus and won and cashed out. The casino didn't explain exactly why, but I didn't do anything wrong.

Ja ich habe mit einem Bonus gespielt fürs Casino und dort eben gewonnen und ausgezahlt. Das Casino hat nicht genauer beschrieben warum, ich habe aber nichts falsch gemacht.

Thank you very much, Imbaa999, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Imbaa999 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Staxino Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

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 Commission (https://gamingcommission.ca/interactive-gaming/complaints/) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter