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Bonus & offers: Staxino simply cancels my win of 2094€ and wants to close my account

Topic created on 18th Apr. 2025 | Page: 1 of 2 | Answers: 18 | Views: 626
DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 11:48 am CEST#1
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Hello everyone,
I received an email from Staxino on 4.4.25 for a 200% bonus and deposited 25 euros by credit card. With the 75 then played exclusively Book of dead and when I played up a bit came to 3 € a series explorers and thus 1.5k. I wagered the rest on 3€ and 4€ and when the balance was displayed as real money I made 3 withdrawals with a credit card because the highest payout with a credit card is 1000€. And then the drama started... After the normal processing time, I contacted the Live Chat almost every day and was told that it was being checked and that 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 rejected your payout and refunded the amount paid out.

If you have any questions about the payout process, please contact our customer service.

Yours sincerely
Payment cashier



A few days ago I used a 100% turnover-free bonus on staxino and was able to withdraw 230 after a screenshot of my credit card was requested. I now have a screenshot of all my bets and a screenshot of the transactions. I would be very grateful for any help as I am currently at the end of my tether. I have a family emergency where things are not looking very good to say the least and I have no head for finances or anything like that at the moment. Nevertheless, this sum would help me to cover the costs in the worst case.

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 12:08 pm CEST#2
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DawgyDawg wrote on 18.04.2025 at 11:48: Hello everyone,
I had an email from Staxino on 4.4.25 for a 200% bonus and deposited 25 euros with credit card. With the 75 then played exclusively Book of dead and when I played up a bit came to 3 € a row explorers and thus 1.5k. I wagered the rest on 3€ and 4€ and when the balance was displayed as real money I made 3 withdrawals with a credit card because the highest payout with a credit card is 1000€. And then the drama started... After the normal processing time, I contacted the Live Chat almost every day and was told that it was being checked and that 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 rejected your payout and refunded the amount paid out.

If you have any questions about the payout process, please contact our customer service.

Yours sincerely
Payment cashier



A few days ago I used a 100% free bonus on staxino and was able to withdraw 230 after I was asked for a screenshot of my credit card. I now have a screenshot of all my bets and a screenshot of the transactions. I would be very grateful for any help as I am currently at the end of my tether. I have a family emergency where things are not looking very good to say the least and I have no head for finances or anything like that at the moment. Nevertheless, this sum would help me to cover the costs in the worst case.

According to their email, you have violated the bonus conditions. However, this doesn't necessarily mean that it has to be the max bet.

Did you play a prohibited game?

With an active bonus, the following games are strictly prohibited: Table games, video Poker, Jackpot games, Live Casino and the following Slot machines: 1429 Uncharted Seas, Beautiful Bones, BIG Bamboo, Bonanza, Big Bass Bonanza, Big Bass Splash, Big bass vegas double down deluxe, Book of 99, Born Wild, Cherrypop, Chaos Crew 2, Da Vinci's Treasure, Danger High Voltage, Dead or Alive, Dead or Alive 2, Deadwood, Folsom Prison, Gates of Olympus 1000, Gold Bar Roulette, Immortal Romance, Jack Hammer 2, Jammin Jars, Jammin' Jars 2, Jokerizer, Karen Maneater, Le Bandit, Le Kaffee Bar, Le Pharaoh, Lost Relics, Moon Princess, Moon Princess 100, Moon Princess Trinity, Mystery Joker 6000, Peking Luck, Razor Shark, Razor Returns, Reactoonz, Reactoonz 2, Remember Gulag, Rise of Olympus, Rise of Olympus 100, Royal Mint, San Quentin xWays, Secret of the Stones, Sugar Rush 1000, Starlight Princess 10 00, Sweet Bonanza 1000, Sumo Supreme Megaways, Super Flip, The Dog House, The Dog House Dice Show, The Dog House Megaways, The Dog House Multihold, The Dog House - Muttley Crew, Tombstone RIP, Tombstone: No Mercy, Valley of The Gods, Victorious, Victorious Max, Vikings, Wanted Dead Or A Wild, Who wants to be a Millionaire, Wild Swarm, Wisdom of Athena 1000.

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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 12:32 pm CEST#3
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frapi07 wrote on 18.04.2025 at 12:08 pm:

According to their mail, you have violated the bonus conditions. However, this does not necessarily mean that it has to be the max bet.

Did you play a prohibited game?

With an active bonus, the following games are strictly prohibited: Table games, video Poker, Jackpot games, Live Casino and the following Slot machines: 1429 Uncharted Seas, Beautiful Bones, BIG Bamboo, Bonanza, Big Bass Bonanza, Big Bass Splash, Big bass vegas double down deluxe, Book of 99, Born Wild, Cherrypop, Chaos Crew 2, Da Vinci's Treasure, Danger High Voltage, Dead or Alive, Dead or Alive 2, Deadwood, Folsom Prison, Gates of Olympus 1000, Gold Bar Roulette, Immortal Romance, Jack Hammer 2, Jammin Jars, Jammin' Jars 2, Jokerizer, Karen Maneater, Le Bandit, Le Kaffee Bar, Le Pharaoh, Lost Relics, Moon Princess, Moon Princess 100, Moon Princess Trinity, Mystery Joker 6000, Peking Luck, Razor Shark, Razor Returns, Reactoonz, Reactoonz 2, Remember Gulag, Rise of Olympus, Rise of Olympus 100, Royal Mint, San Quentin xWays, Secret of the Stones, Sugar Rush 1000, Starlight Princess 10 00, Sweet Bonanza 1000, Sumo Supreme Megaways, Super Flip, The Dog House, The Dog House Dice Show, The Dog House Megaways, The Dog House Multihold, The Dog House - Muttley Crew, Tombstone RIP, Tombstone: No Mercy, Valley of The Gods, Victorious, Victorious Max, Vikings, Wanted Dead Or A Wild, Who wants to be a Millionaire, Wild Swarm, Wisdom of Athena 1000.

As already mentioned, I only played Book Of Dead and the bet was never higher than €4. Before I deposited, I even gambled away the few cents that were from any free spins so that I couldn't be caught out later. I documented all bets and transactions with a screenshot. The casino is the only offender here.

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 12:39 pm CEST#4
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DawgyDawg wrote on April 18, 2025 at 12:32 pm:

As mentioned, I've only played Book Of Dead and the bet was never higher than £4. Before I deposited, I even gambled away the few cents that were from any free spins so that I couldn't be framed later. I documented all bets and transactions with a screenshot. The casino is the only offender here.

Ask them exactly what offense you are supposed to have committed. No one else can help you. Otherwise try Guru. You can open a case there.


1.18 StaXino Bonuses are intended exclusively for recreational players. Abusive use of bonuses and misuse of promotions will not be tolerated. We reserve the right to take the following measures against Bonus abuse (non-exhaustive list).


- Revoke and/or cancel bonuses and bonus wins that we believe have been obtained through abuse of the system.
- Exclude players from further bonuses
- Close the account

Abuse may include, but is not limited to:

- Use of multiple accounts
- Indications that an offer is being claimed or is for the benefit of an individual or group of individuals attempting to defraud us
- Betting bonuses on excluded games
- Collaboration, collusion or organization of bets from the same source
- Manipulation of software, exploitation of loopholes or other behavior that constitutes cheating
- Hiding IP addresses or using VPNs
- Delaying game rounds in any game, including free spins and bonus rounds, to a later date when you have no Wagering requirements;
- Using strategies that profit from a software error or failure. on the value built up during real money play; switching from bets placed on high Variance outcomes and after a big win to normal outcomes with smaller bets with the aim of fulfilling wagering requirements.


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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 12:52 pm CEST#5
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frapi07 wrote on 18.04.2025 at 12:39 pm:
Ask them exactly what offense you are supposed to have committed. No one else can help you. Otherwise try Guru. You can open a case there.


1.18 StaXino Bonuses are intended exclusively for recreational players. Abuse of bonuses and misuse of promotions will not be tolerated. We reserve the right to take the following measures against Bonus abuse (non-exhaustive list).


- Revoke and/or cancel bonuses and bonus wins that we believe have been obtained through abuse of the system.
- Exclude players from further bonuses
- Close the account

Abuse may include, but is not limited to:

- Use of multiple accounts
- Indications that an offer is being claimed or is for the benefit of an individual or group of individuals attempting to defraud us
- Betting bonuses on excluded games
- Collaboration, collusion or organization of bets from the same source
- Manipulation of software, exploitation of loopholes or other behavior that constitutes cheating
- Hiding IP addresses or using VPNs
- Delaying game rounds in any game, including free spins and bonus rounds, to a later date when you have no Wagering requirements;
- Using strategies that profit from a software error or failure. on the value built up during real money play; switching from bets placed on high Variance outcomes and after a big win to normal outcomes with smaller bets with the aim of fulfilling wagering requirements.



This is their tactic. When I asked I was told it was a breach of Bonus terms and that I should no longer ask about it in chat but only by email

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 01:06 pm CEST#6
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DawgyDawg wrote on 04/18/2025 12:52 PM:
That's their tactic. When I asked, I was told it was a violation of Bonus terms and that I should no longer ask about it in chat but only by email

I don't know if that's their tactic. Could also be a mistake. Then ask them by e-mail and open a case with Guru at the same time.

Have you ever had an account with them that you then had deleted/blocked?


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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 01:46 pm CEST#7
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frapi07 wrote on April 18, 2025 at 1:06 pm:
No idea if that's their tactic. Could also be a mistake. Then ask them by email and open a case with Guru at the same time.

Have you ever had an account with them that you then had deleted/blocked?



Why are you looking for a needle in a haystack with me? I already wrote everything in the first post. I was hoping for help from mods or admins who have a direct line to the casinos because the casino is not really willing to communicate. I don't have the nerve to deal with people who want to blame me. Yesterday I traveled 600km to see my seriously ill grandma one last time and had almost no sleep. My grandma is no longer responsive and is receiving her last sacrament of the anointing of the sick today. If anyone can help in any way, for example by mediating, I would be very grateful. I have about 45 screenshots which I would have to edit again to remove my name and I don't really have the time to upload them for everyone to see. I would of course send the original screenshots to an admin or mod.

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roccoammo11
Expert

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 02:06 pm CEST#8
1 Like

Liked this post: Avatar von frapi07 frapi07

DawgyDawg wrote on April 18, 2025 at 1:46 pm:

Why are you looking for a needle in a haystack with me. I already wrote everything in the first post. I was hoping for help from mods or admins who have a direct line to the casinos because the casino is not really willing to communicate. I don't have the nerve to deal with people who want to blame me. Yesterday I traveled 600km to see my seriously ill grandma one last time and had almost no sleep. My grandma is no longer responsive and is receiving her last sacrament of the anointing of the sick today. If anyone can help in any way, for example by mediating, I would be very grateful. I have about 45 screenshots which I would have to edit again to remove my name and I don't really have the time to upload them for everyone to see. I would of course send the original screenshots to an admin or mod.

for things like this you could have written directly to @Julian to see if they have contact with the casino. But if I know him, he has already read this and I think he knows that there is no contact. You can write another email in a very polite way and preferably in English asking him to check again. You can also send it to the email address starting with kyc. At some point you will reach the one person from support who at least takes your request seriously. My first thought was that you may have unknowingly broken the rules, but if you are so sure then keep at it

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 02:12 pm CEST#9
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DawgyDawg wrote on April 18, 2025 at 1:46 pm:

Why are you looking for a needle in a haystack with me. I already wrote everything in the first post. I was hoping for help from mods or admins who have a direct line to the casinos because the casino is not really willing to communicate. I don't have the nerve to deal with people who want to blame me. Yesterday I traveled 600km to see my seriously ill grandma one last time and had almost no sleep. My grandma is no longer responsive and is receiving her last sacrament of the anointing of the sick today. If anyone can help in any way, for example by mediating, I would be very grateful. I have about 45 screenshots which I would have to edit again to remove my name and I don't really have the time to upload them for everyone to see. I would of course send the original screenshots to an admin or mod.

None of the mods/admins here can help you here. The casino does not have an MGA license and I strongly assume that there is no contact with the casino or the manager. Julian may be able to confirm this for you here. This is also why I gave you the Tip to try somewhere else. They will ask the casino for a statement. I have already followed up on your request to be able to refer you.

It's difficult for me to write to the casino, so you're the only one left. However, I know from experience that there are things that many people don't have on their radar (e.g. multiple accounts because one account was closed in the past). But since I don't know exactly what you've done, I can only "guess". I'm not accusing you of anything (in the sense of being a bad guy). I even wrote that this could possibly be a mistake.

I'm sorry that you're currently experiencing something like this. I wish you all the best in this regard, even if it is an unpleasant experience.

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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 03:59 pm CEST#10
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frapi07 wrote on 18.04.2025 at 14:12:

None of the mods/admins here can help you here. The casino does not have an MGA license and I strongly assume that there is no contact with the casino or the manager. Julian may be able to confirm this for you here. This is also why I gave you the Tip to try somewhere else. They will ask the casino for a statement. I have already followed up on your request to be able to refer you.

It's difficult for me to write to the casino, so you're the only one left. However, I know from experience that there are things that many people don't have on their radar (e.g. multiple accounts because one account was closed in the past). But since I don't know exactly what you've done, I can only "guess". I'm not accusing you of anything (in the sense of being a bad guy). I even wrote that this could possibly be a mistake.

I'm sorry that you're currently experiencing something like this. I wish you all the best in this regard, even if it is an unpleasant experience.




Thank you very much for your support. I really don't want to make a fool of anyone here. I'm just feeling really bad at the moment. I thought since there is contact with simsinos.com or Viggoslots then there is also the possibility to get in contact with staxino. They all belong to starscream

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roccoammo11
Expert

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 04:17 pm CEST#11
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DawgyDawg wrote on April 18, 2025 at 3:59 pm:


Thank you so much for the support. I really don't want to make a fool of anyone here either. I'm just feeling really bad at the moment. I thought since there is contact with simsinos.com or Viggoslots then there is also the possibility to get in contact with staxino. They all belong to starscream

Yes, but everyone has their own management and therefore a different contact person. I also thought at first that they all belong together and that shouldn't be a problem.

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 04:24 pm CEST#12
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DawgyDawg wrote on April 18, 2025 at 3:59 pm:


Thank you so much for the support. I really don't want to make a fool of anyone here either. I'm just feeling really bad at the moment. I thought since there is contact with simsinos.com or Viggoslots then there is also the possibility to get in contact with staxino. They all belong to starscream

All good, I can understand that you don't have a head for that in this situation. I just wanted you to understand that I wanted to find out the possible reason. I'm really sorry if I gave you the impression that I was blaming you. I really didn't mean it like that.

Really? I checked and none of the admins helped directly with Viggoslots (i.e. in the forum area). Normally Julian is very helpful and always writes something about it. Updates etc. and if the case could be solved, he also closes the threads with the information whether the TE has received his money or not.

VIGGOSLOTS - Payout problems | GambleJoe® Forum (Page 1/3)

Viggoslots payout 07.03 canceled and disappeared | GambleJoe® Forum (page 1/2)

Viggoslots payout | GambleJoe® Forum (page 1/8)

If it hasn't already happened: contact Julian privately and ask him nicely if he can help you.


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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

18th Apr. 2025, at 04:46 pm CEST#13
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frapi07 wrote on 18.04.2025 at 16:24:

All good, I can understand that you don't have a head for that in this situation. I just wanted you to understand that I wanted to find out the possible reason. I'm really sorry if I gave you the impression that I was blaming you. I really didn't mean it like that.

Really? I checked and none of the admins helped directly with Viggoslots (i.e. in the forum area). Normally Julian is very helpful and always writes something about it. Updates etc. and if the case could be solved, he also closes the threads with the information whether the TE has received his money or not.

VIGGOSLOTS - Payout problems | GambleJoe® Forum (Page 1/3)

Viggoslots payout 07.03 canceled and disappeared | GambleJoe® Forum (page 1/2)

Viggoslots payout | GambleJoe® Forum (page 1/8)

If it hasn't already happened: contact Julian privately and ask him nicely if he can help you.




All good and many thanks for the Tip with guru. I have now uploaded everything there. I just copied the text from the first post here.

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DawgyDawg
Rookie

Staxino simply cancels my win of 2094€ and wants to close my account

19th Apr. 2025, at 11:04 am CEST#14
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Does anyone happen to know if the Daniel from guru is the same one here on the forum.

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frapi07
Elite

Staxino simply cancels my win of 2094€ and wants to close my account

19th Apr. 2025, at 11:12 am CEST#15
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DawgyDawg wrote on 04/19/2025 11:04 AM: Does anyone happen to know if the Daniel from guru is the same one here on the forum.

I strongly assume that's the name of a coworker there. But the founder of GJ (Daniel) has been inactive for a long time. Would be weird if he was inactive here and active elsewhere^^

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