Complaint #13 Staxino Casino

My verification

By Xristos11

10 months ago

Hello. In the casino verification tab it says that the phone camera and microphone must be active for face scanning. Both the camera and microphone on my phone are activated and the casino does not let me verify. I also tried verifying with other devices and the same problem appeared there. I have cleared all cookies and restarted my phone, nothing works. There is an error in the casino, I have made a deposit and I cannot play. Also, no one responds to the email I sent to the casino. Here is the screenshot. My email < sent to the casino >

Disputed Casino Staxino Casino

Reason Other

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

10 months ago

Dear Staxino Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Xristos11

10 months ago

Also, the verification documents you requested are for a period of 1 month. I have sent them all and you are not accepting them. I have sent a bank document. I have sent a utility bill. None of the above is accepted by your casino.

Staxino Casino Complaint Stats

Resolved 0 / 6

Avg. Amount $335

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

Staxino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Staxino Casino Complaints

See all complaints for this casino

Twenty six days waiting for payout

My withdrawal of 400 was made on 31/08. Another for 800 on 12/09. Since then I've sent 200+ emails. Spent up on 100 hours on live chat and still no payout.
I'm fully verified, breached no t and c and have played here for years. I'm at my wits end at this stage. They've paid out smaller withdrawals during this time so I have no idea why the larger amounts need extra checks that take a month.

Unresolved

$400

Withdrawal pending for 10 days

On March 2nd, I requested a €500 withdrawal from Staxino Casino. Since then, the withdrawal has remained "pending," the agents are not answering my questions, and I have already sent eight emails to support, who don't bother to reply to their players. I want to file a complaint because the casino is not respecting its commitment to process withdrawals within 48 hours. My KYC information is fully verified, and all documents are in order. ID: 23478825

Unresolved

€500

Casino is cutting my Winnings Every Time even with Raw Cash

So I got an 5€ Bonus. I wagered it and Cash Out 50€. Than it was cut to 25€ (which here was correct) because max. Winning was 5x The Bonus. So I asked the Chat how I Should Cash Out this Bonus because there is 30€ min Withdraw on this Site.

The Operator in the Chat told me I should just Deposit 10€ and than Cashout he will make a note that this is ok (see my Screenshots). A day Later or so I got an Email I have to Wager the 10€, I write them back with the Screenshots from the Chat but no Answer.

Than I wagered the 10€ (without touching the 25€) and Cash 50€ out. Now I got an Email they cut it again to 25€ Which makes no Sense. The didn't answer Chat or Emails anymore .

Unresolved

€50

Delayed withdrawal 800 Euro

Hello, Askgamblers, Staxino
I have passed verification two weeks ago and requested withdrawal, after that my account was blocked, I can't login anymore, I sent them email 13 days ago asking why they locked my account and when they are going to process withdrawal, but still have not received replay, in live chat they say about investigation that can take up to 10 additional days that already passed and nothing is paid yet.

Unresolved

€800

Casino in violation of their terms

It is not letting me upload the documents to prove my claim I have the terms highlighted they breached the correct winning max withdrawal from free spins with deposit and/or welcome bonus free spins is stated 100EUR in their terms and they have altered my balance from 182nzd(100EUR~) down to 91nzd(50EUR~) this is in blatant violation of their terms.

From what I'm reading please email me a request for my documents backing up my claim so I can send them to the ask gamblers team to double check.

Unresolved

€100