Staxino Casino - Las ganancias de los jugadores son confiscadas debido a la violación de bonos.

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.

Ich spiele normalerweise am Computer und habe die tos immer am 2 ten Bildschirm offen. Bin momentan aber unterwegs und habe deswegen am Handy gespielt und leider überlesen dass danger high voltage verboten ist zu spielen mit einem aktiven Bonus das Spiel ging jedoch auf und ich habe einige spins gemacht und auch ca 200 Euro plus gemacht danach hab ich nochmal die tos gelesen und gesehen dass danger verboten ist dann schrieb ich sofort dem Casino Support um eine Lösung zu finden weil ich durch das spielen des Spiels keinen Vorteil generieren wollte am Ende hab ich den wager geschafft mit einer Balance von 769 und ich finde es mehr als scam alle Gewinne zu löschen nur wegen dem Fehler dass ich ein paar spins in danger gemacht habe die anderen Gewinne waren alle in erlaubten Spielen ich fânde es ok das Geld dass ich in danger gewonnen habe abzuziehen oder den wager nochmal bisschen zu erhöhen aber allein dass das Spiel Spielbar ist wenn es verboten ist bei einem Bonus sehe ich das als sehr suspekte Taktik an um Spieler in eine Falle tippen zu lassen.

gibt es da irgendwas zu machen ist das wirklich so erlaubt ? Alle Casinos bei denen ich bisher spielte da war es nicht möglich verbotene Spiele zu öffnen .

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 tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I sent them an email

Best regards

Habe ihnen eine Mail zukommen lassen

Mit freundlichen Grüßen

Complete payout was canceled all winnings gone there is nothing you can do or

Komplette Auszahlung wurde storniert alle Gewinne weg es gibt Nix was ihr da tun könnt oder

Thank you very much, jann123, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.

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: pavel.k@casino.guru. It will not be shared with anyone, including the player. 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 Authority (complaints@gamingcommission.ca) 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski