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They claim that I bet more than the allowed limit, but I didn't. Then they took all my money too, which was really unfair, and they claim they refunded the original amount, but they didn't do that either. No notice in the casino itself, just an email out of nowhere... I feel this is fraudulent and have appealed to them without any response.

Dom påstår att jag satsat mer tillåten gräns men det har jag inte gjort, sedan tog dem alla pengar oxå fett fult gjort och påstår att dem satte in ursprungligt belopp men det gjorde dom inte heller ingen notice i själva casinot heller utan ett mail bara plötsligt... jag känner att detta är bedrägeri och har överklagat till dem utan respons

Dear vargorns,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing with the casino.

To help us better understand and investigate the issue, I’d like to ask for a few more details:

• Could you please provide us with your full game history for the relevant period? Instead of sending a few screenshots, it’s essential that you request your full game history from the casino. This will allow us to review the entire context of your gameplay, which is important for understanding the situation accurately. If you haven’t already, please ask the casino to provide you with the complete game history.
• Are you aware of any time when you may have placed a bet that exceeded the maximum bonus bet size? As a reminder, the rules state that the maximum bonus bet size is 4 EUR (or equivalent), unless otherwise stated in the specific bonus terms. It’s important for us to know if you might have unknowingly violated this rule.

• Can you provide any written communication from the casino confirming their actions regarding the refund and any claims they’ve made about your betting history?

Your cooperation is crucial for us to proceed with investigating this issue, and without your input, we won’t be able to move forward. I encourage you to send over any relevant details, as this will greatly help us mediate the situation and get to the bottom of what happened.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear vargorns,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have requested my game history several times without success I also suddenly see a bet in all bet on 18.5 so much reason I never bet ever but only 1 bet I doubt that I made it myself not even by mistake

Jag har åtskilliga ggr begärt ut min spel historik utan framgång jag ser även plötsligt en satsning i alla satsning på 18.5 så mkt skull jag aldrig satsa någonsin men bara 1 satsning tvivlar på att jag gjort den själv inte ens av misstag

Thank you very much, vargorns, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello vargorns,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Staxino Casino to join the conversation.

Dear Staxino Casino,  

We understand that there are specific restrictions in place for players utilizing an active bonus, such as a maximum bet limit. However, we feel that these restrictions should be automatically managed by the system to avoid any inadvertent violations. I would appreciate it if you could provide the complete game log for the players in question, so we can evaluate the instances and circumstances surrounding the reported rule breaches. Please send the full game log, along with any relevant information and evidence, to my email at [email protected].

I'm keeping my fingers crossed that you get a better response than I managed to get, hope hope!

Jag håller tummarna för att ni får bättre respons än jag lyckats få hoppas hoppas!

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.

Dear vargorns,

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 directly at Dispute Resolution - Kahnawà:ke Gaming Commission or via email at [email protected]) and submit a complaint to them. The Gaming Authority might have 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru