Cristal Poker Casino - Player’s account has been closed and funds confiscated.

Hello.

I played at cristalpoker for the first time on November 30, 2025. Account has been verified.

First time I deposited €4,000, won about €3,300 and withdrew the full amount on December 21 because withdrawals are slow and limited to €2,000 per day.

The second time I played was on December 29. I deposited €2,000 and lost almost all of it, leaving about €170-180 in my account, which I withdrew the next day.

The third time I played was on January 9, 2026. I made a deposit of €2,000, lost it, then made a second deposit of €2,000. At that moment, I got lucky again and won a total of €4,800. My account balance was €8,800. I decided to withdraw the entire amount in increments of €2000 and requested the first withdrawal.

After some stalling on January 16 I received the following letter:

We would like to inform you that your last withdrawal request has been canceled as per point 11.1 of our Terms and Conditions:

11.1 Money deposited must be wagered before a withdrawal can be made, i.e. the player account should not be used to only deposit and withdraw money. A charge of 10% may apply to all deposits/withdrawals if the amount has not been turned over. We reserve the right to apply a wagering requirement of at least 5 (five) times the deposit amount as per AML policy before making withdrawal and if player playing live casino games, table games or virtual sports, 10 (ten) times wager on deposit amount excluding bets which covers more than 30% of possible winning chances.

As your last deposits were 3930.87€, you would need to wager it x10.

You wagered €6200 and you need to wager €33108.7 more.

Although I had never received such a request before, and I definitely hadn't made 10x turnover, I realized that there was nothing I could do and that I would have to keep playing if I wanted to get my money.

And on January 17, 2026, I started playing again at €100 per spin. And I hit a lucky streak. As a result, I won about 17-18K in euros, and my account balance was approximately 29,500 euros. At that time, it was equal to $33,350 at the casino's internal exchange rate. This is the amount I am claiming as the amount in dispute.

I requested a withdrawal of the first part, 2,000 euros. Then, on January 19, I received a short letter saying, "We would like to inform you that your account is under investigation and temporarily frozen. Once the investigation is finished, we will get back to you. "In response to my letter, "Could you please explain in detail what's going on?! What specifically do you want to investigate? And how long will it take?" I received a letter on January 21, 2026, with the following content:

We would like to inform you that, in accordance with sections 9.1 c); 19.2; 32.1 and 32.3 of our Terms and Conditions, your account will be permanently closed.

During a review of your gaming activity, our Security department detected multiple violations mentioned in points 9.1 c); 19.2; 32.1 and 32.3 of our Terms and Conditions.

These practices are strictly prohibited and considered an attempt to gain an unfair advantage. As per our policy, such behavior results in the most severe actions, including permanent account closure.

In such cases we pay to the customer the deposit made, minus withdrawals made, minus 10% payment fee.

Total Deposits: 8460.06€

Total Withdrawals: 7423.19€

10% Payment fee: 1588.33€

Final Balance: -551.46€

Since the resulting balance is negative, no funds are owed to you, and your account will be closed immediately.

Further creation of new accounts on our site will result in the confiscation of all your funds.

On January 22, I wrote them a letter demanding an immediate explanation and the unblocking of my funds. No response. On January 23, I wrote a letter demanding that they provide me with my personal data held by the casino. I have not yet received a response.

As for providing evidence, I can only provide copies of the correspondence. Unfortunately, I did not have time to take screenshots before my account was blocked.

Moreover, today (February 6, 2026), I discovered that when I try to open the cristalpoker website, I get a message saying that access to this casino is prohibited from my country. In other words, the casino changed the list of prohibited countries after blocking my account.

Please note that I am not disputing the casino's requirement to make a 10x turnover, although I consider this requirement to be excessive. I also don't dispute any of the calculations they provided in their last letter, as I consider them irrelevant.

I dispute the very fact of the account being blocked and the funds being confiscated, which I consider to be a flagrant injustice. I did not use a VPN, I only had one account, I always played from one computer, and I did not use bots. I am even willing to demonstrate my gameplay by recording a video or via video conference.

I am counting on your help in resolving this conflict.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cristal Poker Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your winnings in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas