Staxino Casino - Der Spieler hat die versprochenen Freispiele nicht erhalten.

I received a promotional email on August 3, 2026, at 8:00 a.m. I made the deposit on the same day, August 3, 2026, at 6:49 p.m. However, I did not receive the free spins they were offering (100 free spins with no wagering requirements on the GATES OF OLYMPUS game by PRAGMATIC PLAY). I contacted the casino immediately, but it was outside of live chat hours. The next day, I spoke with the casino, and they refused to credit the spins manually. This isn’t the first time this has happened; every time I make a deposit, I have to ask them to activate the promotion that they claim is instant. They said I made the deposit outside of business hours, but that’s not true. I sent several emails complaining about the customer service and requesting that the promotion be activated, but to no avail. I feel cheated by this casino.

Recebi um e-mail promocional dia 03/08/0226 às 08:00h. Fiz o depósito no mesmo dia 03/08/2026 às 18:49h. Porém não recebi as rodadas grátis que estavam oferecendo (100 rodadas grátis sem requisitos de aposta no jogo GATES OF OLYMPUS da PRAGMATIC PLAY). Entrei em contato imediatamente com o casino, porém estava fora do horário de serviço do chat. No outro dia falei com o casino e se recusaram a creditar as rodadas manualmente. Não é a primeira vez que isso acontece, sempre que depósito tenho que pedir pra ativar a promoção que eles dizem ser instantânea. Disseram que fiz fora do horário, mas não é verdade. Enviei vários e-mail reclamando do atendimento e solicitando que fosse ativada a promoção, sem sucesso. Me sinto lesada por esse casino.

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Hello,

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.

• Have you already played with your deposit, please?
• Could you please share a screenshot or any marketing material with the bonus offer you activated?
• Have you contacted casino support and asked for assistance?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear 94811244,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 94811244,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila