Cristal Poker Casino - Player's winnings are confiscated.

Έκανα κατάθεση στο καζίνο 26€ και πήρα ένα μπόνους κατάθεσης χωρίς απαιτήσεις στοιχηματισμου free wager δλδ όπως λένε στο καζίνο αυτό,κέρδισα παίζοντας και έκανα ανάληψη 108€.Οταν ήρθε η ώρα της ανάληψης μου έφαγαν τα χρήματα και άφησαν μέσα τα 26€ που είχα καταθέσει, καθαρό κλέψιμο, παρακαλώ για την βοήθεια σας.

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.

• Have you contacted casino support and asked for an explanation? Have you received any justification regarding the confiscation of your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share more details regarding the bonus offer, such as a screenshot link or an original email of the offer?
• Could you please share with me your communication with the casino regarding the confiscation as supporting evidence? Send emails or chat transcripts to my email at [email protected], 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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Ναι επικοινωνία μαζί τους μέσω τσατ,μου είπαν ότι παραβιασα έναν όρο ο οποίος δεν υπάρχει,το μπόνους που πήρα είναι free wager, δηλαδή παίζω και ότι ώρα θέλω αποσύρω τα κέρδη, άλλωστε αυτοί το διαφημίζουν, εγώ πιστεύω ότι, επειδή τους κέρδισα αρκετές φορές με τα μπόνους αυτά, βρήκαν μια δικαιολογία να μου κατάσχουν τα χρήματα, παρακαλώ για την βοήθεια σας.

free wager

Thanks for your reply and for providing the information.

Have you saved the communication from the casino regarding the reason for confiscation? Would you be able to supply the response you received as evidence to support your case? Send the information to my email at [email protected]

I apologize for the inconvenience.

Όχι αγαπητέ Τόμας δεν έχω το ιστορικό ομιλίας,το μόνο που θυμάμαι ήταν έναν προκλητικό κύριο στη συνομιλία που όταν του είπα ότι θα κάνω αναφορά στο σάιτ casino Guru,μου είπε ότι δεν τον ενδιαφέρει καθόλου και ότι θα καταρρεύσει ο ισχυρισμός μου γιατί αυτοί ξέρουν καλύτερα... παρακαλώ Τόμας τέρμα η αυθαιρεσία,εάν όπως λένε αυτοί ότι παραβιασα τους όρους γιατί με αφηνινα κάνω ανάληψη??Και μετά έρχονται και λένε σου παίρνω 120€ με το έτσι θέλω, απαράδεκτο , παρακαλώ για την βοήθεια σας,δεν είναι τα χρήματα, είναι για ηθική ικανοποίηση.

Τις προηγούμενες φορές μου είπε κιόλας ότι μου έκαναν χάρη που μου έβαζαν τα χρήματα των αναλήψεων,τα μπόνους που διαφημίζουν είναι free wager,αν δεν μπορούν να πληρώσουν να τα αφαιρέσουν, εγώ έπαιξα κανονικά με ένα τέτοιο μπόνους, χωρίς απαιτήσεις στοιχηματισμου και κέρδισα,και απεσυρα τα κέρδη όπως έχω κάνει δεκάδες φορές, αυτά.

Thank you very much for sharing your point of view. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Dragon7619,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear CasinoGuru Team,

The winnings of the customer "Dragon" have been forfeited because he claimed 4 reload bonuses in row without having any raw/clean deposit. Please check the attached screenshot.

This is forbidden and stated in the T&C and also in the promo page. Please check the attached screenshot.

We kindly informed the customer about this, and informed him that he would be able to claim our reload bonuses again on his next deposit. Because in Cristal you can claim reload bonuses only after you have at least one raw/clean deposit (deposit without bonus). Please check the attached screenshot.

This rulle of our reload bonuses do not have any relation with the fact that all our deposit bonuses are Wager FREE.

Having in mind the above, the customer complaint is totally unfounded, wrong interpreted and wrong described.

Hope for your understanding and a fair verdict.

P.S. Please note that we applied this point from the T&C only after several consecutive violations.

Εγώ ξέρω ότι έκανα ανάληψη 108€,με αφήσατε δλδ κανονικά να κάνω ανάληψη, εφόσον βάζω χρήματα κάνω καταθέσεις και παίζω και με αφήσατε την επόμενη μέρα αφού ακυρώθηκε με το έτσι θέλω η ανάληψη με 26€.Αυτα για να ξέρουμε τι λέμε, αβάσιμη είναι η λογική σας, αφήνετε τους παίκτες θύματα να βάζουν τα χρήματα τους και μετά ακυρώνεται με το έτσι θέλω τα κέρδη τα οποία προέρχονται από free wager μπόνους που διαφημίζετε τόσο πολύ, όποιος κατάλαβε, κατάλαβε...

Δεν είναι για τα χρήματα,δεν θα σωθώ από 80€ , είναι για την κοροϊδία

Dear Customer,

Thank you for your messages.

Unfortunately, the content of your last two messages are quite unclear, but we’ll do our best to explain the situation again as clearly as possible.

At Cristal, it is strictly prohibited to claim any of our reload bonuses without first making a clean/raw deposit. This rule is clearly stated in our Terms & Conditions and also on the reload bonus promotion pages, as shown in the screenshots we've sent you previously.

In your case, you claimed and received 4 consecutive reload bonuses without making any clean deposit between them. Despite this, we did not take any action at that stage.

However, when you claimed a 5th reload bonus—again without making a clean deposit—we were obliged to enforce the bonus terms. As a result, the winnings generated from that precise bonus were forfeited, in accordance with our promotional rules.

Specifically:

You deposited €26 and received a €20 reload bonus.

You then won €82.15 and requested a withdrawal of €108.15.

This withdrawal request was canceled.

The €82.15 in winnings, earned with the aid of the bonus, were forfeited due to the terms violation.

We informed you of this and clarified that you will be eligible for another reload bonus on your next deposit.

Thank you for your understanding.

Μία ερώτηση θα σας κάνω μόνο, Γιατί αφήνετε τους πελάτες να καταθέσουν και να πάρουν το υποτιθέμενο μπόνους free wager από την στιγμή που μετά θα ακυρωσετε τα κέρδη, είναι η δεν είναι μια μορφή εξαπάτησης αυτή?Το σωστό θα ήταν να ενημερώνεται ο πελάτης πριν γίνει η κατάθεση ή να μην τον αφήνει το σύστημα να γίνει καθόλου.

Dear Cristal Poker Casino team,

Could you please confirm whether the player was explicitly warned that they should not claim multiple reload bonuses without making a deposit in between? I’ve reviewed the bonus terms, and I must confirm this condition is stated there, but even I have missed it in first look.

Ideally, such a restriction should be enforced automatically by your system. If a player is not eligible to receive a bonus, they should not be able to claim it at all. In this case, it seems that the issue was only raised because the player won. Had they lost, there likely wouldn’t have been any refund or intervention.

To avoid such situations in the future, it would be better to prevent ineligible players from claiming bonuses altogether. This way, they are not put in a position where they can lose funds or unknowingly play without a valid chance to win.

Thank you for your attention to this matter.

Εάν έχανα αγαπητέ Jozef δεν τρέχει τίποτα, έχεις απόλυτο δίκιο, περιμένω την πλήρη επιστροφή χρημάτων μου,αν θέλουν να είναι σοβαρό καζίνο, ευχαριστώ πολύ για την βοήθεια.

Dear Jozef,

Thank you for your feedback.

If you find it difficult to locate this specific condition in our Terms & Conditions, please refer to the attached screenshots. As shown, the rule is clearly displayed on the promotion page itself—not just in the general T&C.

While we are not technically obligated to enforce this restriction automatically, we are obligated to state the bonus conditions clearly—and we have fully met that obligation. It is the responsibility of each customer to follow these terms in order to benefit from the promotion correctly. That is precisely why we’ve included this important condition directly on the promo page—to ensure full transparency.

Additionally, when this rule is violated once, we do not take any action and treat it as an oversight. However, when it happens repeatedly—as in this case, five consecutive times—it becomes clear that the behavior is deliberate and abusive.

Given this context, a refund will not be issued. The customer has knowingly violated the bonus terms multiple times, despite those terms being clearly visible and accessible.

Given that the player's actions were abusive, deliberate, and repeated, we consider his complaint unfounded.

Thank you for your understanding.

Δεν είναι ούτε σκόπιμη ούτε καταχρηστική, είναι ο τρόπος που εσείς οι ίδιοι με αφήνετε να καταθέσω, δηλαδή με υποτιθέμενο free wager μπόνους και φυσικά θα το εκμεταλλευτώ για να κερδίσω,αν έχετε τόσο ανάγκη από 80€ που μου κλέψατε να σας δώσω εγώ άλλα τόσα, ντροπή.

Dear Cristal Poker Casino Team,

I would like to better understand the confidence behind your statement that the player was aware of the rule and intentionally abused it.

Specifically, is it mandatory for players to navigate through the section on your website shown in the screenshots, or are these bonuses activated through a different interface? From experience, many players do not thoroughly read the terms. If the bonuses appeared directly in the player’s account without the relevant conditions clearly displayed, I can understand how such details could be easily overlooked.

That said, considering the nature of the bonus, being very advantageous and without wagering requirements, I understand the need for certain conditions. And of course, it is within your right not to enforce these conditions automatically through the system. However, our safety index reflects how protected and informed the player is, and that’s what we are evaluating in this case.

We are not treating this as a very serious complaint or a fraud case. Our goal is to assess whether the situation was handled appropriately and if the player was in a safe environment. In short, does our current safety index of 8.9 accurately reflect the reality?

This is still under review, and I’m continuing to gather information. But based on what has been presented so far, I must say I’m surprised by how confidently you concluded that the player intentionally acted against the rules and had clearly seen the mentioned condition. That is a strong statement to make about a customer. I would appreciate if you can explain in more details how you can be so sure.

Dear Jozef,

We would like to clarify once again that the customer was clearly aware of the condition in question. It is not possible to activate our reload bonuses without first obtaining and using a bonus code, which is displayed directly on the same promotion page where the bonus terms are listed. Please see the attached screenshot for reference.

Each time the customer activated a reload bonus, they had to:

1. Visit the promo page.
2. Retrieve the promo code.

And in doing so, see the following clearly stated conditions:

•Use bonus code THU100 before making a deposit.

•Minimum deposit: €20.

•A raw/clean deposit is required before being eligible for this bonus.

This information is clearly visible and hard to overlook.

Regarding the safety index, we would like to remind you that prior to the publication of Cristal’s review on Casino Guru, your team received our Terms & Conditions for review. You provided feedback on certain points that you considered unclear or potentially unfair. We took that feedback seriously, either removing or revising the relevant clauses accordingly. We then resubmitted the updated T&C, which your team reviewed and approved. Only after that process was completed did Cristal receive its current high safety index rating—a recognition we take pride in.

Cristal has been operating since 2010 with an impeccable track record.

We have never scammed any customers, we always pay out winnings, and we maintain clear, fair, and accessible terms.

Given all of the above, we strongly believe that the Casino Guru team made a well-founded decision in awarding us our current safety index.

Thank you once again for your attention.

Additionally, we would like to provide further proof that the customer navigated to the promotion page before activating the reload bonus code, where the bonus terms were clearly displayed. Please see the attached screenshot.

We are able to track user activity on our website, including the pages visited prior to bonus activation. In this case, the customer visited the promo page, obtained the bonus code, and would have clearly seen the following condition:

•Raw/clean deposit required before eligibility for this bonus.

https://www.cristalpoker.com/el/promotions/thursday

These terms are not hidden in our general T&C—they are clearly stated on the promotion page, which the customer visited before activating the bonus.

This condition is displayed prominently and is not easy to miss.

We hope this additional evidence helps clarify why we are confident that the customer saw the bonus terms, or at the very least, had every opportunity to see them before activating the offer.

Πολλά λέτε χωρίς νόημα, για να αποκαταστήσετε την φήμη σας όπως λέτε πρέπει να πληρώσετε τα χρήματα που μου αφαιρεσατε,τα άλλα είναι λόγια ανακύκλωσης.

Dear Dragon7619,

I’m very sorry about the situation, but based on the information above, I believe you are not entitled to receive the winnings.

As I mentioned, the casino environment could certainly be improved, and ideally, it should not be possible to claim bonuses that a player is not eligible for. Unfortunately, that is not yet the industry standard.

Please also note that if this had been a standard bonus with regular wagering requirements, my opinion might be different. However, this particular bonus was quite advantageous and came with one clearly stated and important condition. While I do trust that you may have missed it, the condition was clearly displayed within the bonus terms.

Given all of the above, I cannot force the casino team to pay out the winnings, and I must now consider this case closed. You have every right not to agree with my opinion. Another option is filing the complaint with the licensing authority of the casino.

Thank you for your understanding.

Kind regards, Jozef