CryptoCasino.com - Player's account has been closed.

After attempting a withdrawal the casino asked for my ID and proof of address. Casino then closed my account and refused to give me back my money along with refusing to provide any reason for doing so

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Were your identity documents checked and verified before the casino closed your account?

Have you received any email from the casino after your account was closed?

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

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.

I have not withdrawn from this site before.

I played live blackjack games only

Identity and proof of address were verified just before the ban my account

I have received an email from them ignoring my questions and saying my account has been ban due to broken terms and that is all they will provide. I am travelling today but I will upload screen shots tomorrow.

i have also informed the casino that they are being charged weekly interest along with a further $150 to cover my time and effort working with yourselves to deal with this

Please forward me the email you received from the casino after your account was closed, along with all the other subsequent communications that could be relevant to the investigation of your complaint at [email protected]. Thank you for your patience and cooperation.

I have just emailed you everything as requested

There is also 2 other emails I sent to them without reply, that I did not bother attaching. One is me asking them for a GDPR request on the 14th of September, and the other is just a follow up saying I appreciate it would be easiest to just steal my money and ignore me for ever but you do legally have to provide me with my data so I suggest you stop ignoring me.

As this isn't directly related I saved myself the time by not adding these, but it seems worth adding it on here in case a crypto representative sees it and decides they should stop acting like criminals

Thank you for your emails. Could you also please forward me the documents you sent to the casino for verification? I appreciate your cooperation.

I would prefer not to give my ID again, as you should be able to access this information via the casino and my ID has nothing to do with my complaint. My complaint is that this company have stolen my money and have refused to provide any evidence for their accusation of me cheating. I know that I have not cheated so I am demanding the evidence.

if this is not something casino guru are willing to help with please let me know asap so I can take the next steps

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

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear CryptoCasino.com, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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.

Sorry but casino guru I have not provided you permission to ask for my personal data and evidence from flagman casino without me also being provided this evidence. Doing so against my wishes will be a direct breach of GDPR rules.

My comment and question that you ignored 4 days ago still stand

Hey guys,

Email sent

Best wishes

CC

Hey howamihere,

The first thing, here is part of our terms of use which says that you have agreed to casino sharing information connected to your account:

.

The second thing, the casino has provided evidence that you have used a card counting strategy. Not that there is anything wrong with card counting, we believe it to be a legit playing style, for which confiscation of funds is unacceptable in all cases except one - where the player uses software to keep track of tables and count. Unfortunately, this is your case, and we have supporting evidence from the casino.

The third thing, I believe that you are from UK, as you have mentioned in your account here. However, UK is a restricted territory in this casino, so to bypass the registration block you have used Croatian VPN and in your casino account you have stated that your country is Croatia, which is providing false information.

Thus, all mentioned factors do not leave me other choice than to reject your complaint.