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⚠️ Deposit not credited after more than 15 days – Staxino not responding ⚠️

exto:

On July 24, the website asked me for biometric verification and proof of address before allowing me to deposit.

I made the deposit on July 25, but it was never credited. I emailed the transaction hash.

On July 27, the credit still hadn't been issued. Support gave inconsistent responses via email, and Live Chat was almost always disconnected. I finally managed to speak with an agent, re-sent the documents, and was told they were being sent to the appropriate department.

On August 2, I posted a review on Trustpilot, but as of August 8, 15 days have passed and there has been no communication or resolution. The deposit is still pending.

🔹 Documentation sent twice.

🔹 Ineffective and poorly available support.

🔹 Funds blocked without valid explanation.

I ask Casino Guru for help to get my deposit credited.

⚠️ Depósito no acreditado tras más de 15 días – Staxino no responde ⚠️

exto:

El 24/07 la web me pidió verificación biométrica y prueba de domicilio antes de permitir depositar.

El 25/07 realicé el depósito, pero nunca fue acreditado. Envié el hash de la transacción por email.

El 27/07 seguía sin acreditarse. El soporte daba respuestas incoherentes por email y el Live Chat casi siempre estaba desconectado. Finalmente conseguí hablar con un agente, reenvié los documentos y me dijeron que lo enviaban al departamento correspondiente.

El 02/08 publiqué una reseña en Trustpilot, pero a día 08/08, han pasado 15 días y no hay ninguna comunicación ni solución. El depósito sigue pendiente.

🔹 Documentación enviada dos veces.

🔹 Soporte ineficaz y con poca disponibilidad.

🔹 Fondos bloqueados sin explicación válida.

Pido ayuda a Casino guru para que me acrediten mi deposito.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronica,

Thank you for your response. I'd like to clarify a few key points:

The deposit was made in Litecoin (LTC), sent to the same Staxino wallet that I have used on more than 100 occasions to operate in other casinos without any problems.

The transaction is confirmed on the blockchain, and the hash proves that the funds successfully arrived at the Staxino address.

The destination wallet is still active and working with other players, confirming that there are no issues with the payment provider.

In this case, the only party that has not complied is Staxino, as they have received the funds but have not credited them to my account.

I believe the casino is fully responsible for crediting a deposit that has already been confirmed on the blockchain network.

Please keep the case open and ask the casino for a direct explanation as to why, even though you have the funds in your possession, they haven't credited them. This isn't a processor error, but rather an omission on the part of the operator.

I look forward to any updates.

Thank you for your help,

Isaac

Hola Verónica,

Gracias por su respuesta. Quisiera aclarar algunos puntos clave:

El depósito se realizó en Litecoin (LTC), enviado a la misma wallet de Staxino que he usado en más de 100 ocasiones para operar en otros casinos sin ningún problema.

La transacción está confirmada en blockchain y el hash demuestra que los fondos llegaron correctamente a la dirección de Staxino.

La wallet de destino sigue activa y operativa con otros jugadores, lo que confirma que no hay ningún problema con el proveedor de pagos.

En este caso, la única parte que no ha cumplido es Staxino, ya que han recibido los fondos pero no los han acreditado en mi cuenta.

Considero que el casino tiene plena responsabilidad de acreditar un depósito que ya ha sido confirmado en la red blockchain.

Por favor, mantenga el caso abierto y solicite al casino una explicación directa sobre por qué, teniendo los fondos en su poder, no los han acreditado. Este no es un fallo del procesador, sino una omisión por parte del operador.

Quedo pendiente de cualquier actualización.

Gracias por su ayuda,

Isaac

Thank you for your reply. To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support

My email address is [email protected]. Thank you for your patience and cooperation.

It's already sent, thanks Veronika.

ya esta enviado gracias Veronika

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila ([email protected]) 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 uuuooohhh,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Staxino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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 Commission ([email protected]) 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij