The player from Spain had his account closed after he requested a withdrawal, despite having been able to make deposits without issues. The casino claimed he had broken the law, which led to the account closure. The player had multiple accounts with the casino, violating the casino's terms and conditions that allowed only one account per person. Due to this breach, the complaint was closed by the Complaints Team, who were unable to assist with the withdrawal of his $1,200 winnings. The resolution was based on the casino's policy regarding multiple accounts and the player's failure to comply.
CryptoCasino.com - Player's account has been closed after withdrawal.
Closed
Our verdict
Unjustified complaint
Amount: 10 ◎
CryptoCasino.com
Safety Index:Fresh casinoCase summary
Discussion
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3 months ago
Translation
They closed my account after I made a withdrawal. They let me deposit both times without any problem. When I went to withdraw, they said I had broken the law and closed my account.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Araham,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active 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,
Attila
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3 months ago
TranslationSlot machines,
They didn't ask me to verify while I was playing; I made up to 3 deposits without any problems.
I won without a bonus
And while waiting to receive my deposit, the account was closed without notice.
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3 months ago
Dear Araham,
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
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3 months ago
Dear Abraham, thank you for your response.
I would greatly appreciate it if you could clarify whether you have ever reported any gambling-related issues to the casino's customer support, or if you have requested a self-exclusion at any point.
Furthermore, could you please let me know if there is a chance that you have created multiple accounts within CryptoCasino.com?
Thank you for your cooperation.
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3 months ago
TranslationCustomer service: I have previously contacted the casino's customer service on other occasions.
Self-exclusion: I have requested self-exclusion in some of my previous accounts.
Multiple accounts: Yes, I have created several accounts in the past, but my current claim refers only to this specific account, which is my primary account.
In this account, I have deposited funds and played legitimately without using bonuses, earning a profit of $1,200. My claim focuses exclusively on the payment of this profit, which has not yet been credited.
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3 months ago
TranslationTherefore, I request that this situation be reviewed comprehensively and that my winnings of $1,200 be returned to my main account, considering the casino's responsibility for its multiple control failures, including KYC verification and self-exclusion management.
I also request that the casino's negligence in allowing the creation of multiple accounts and activity on them despite self-exclusion restrictions be taken into account, as this constitutes a breach of its own terms. The magnitude of the deposits and losses is significant, and I believe this should be considered in the resolution of this claim.
Thank you for your attention and I await a prompt resolution.
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3 months ago
Dear Araham,
Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had multiple accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.
This rule is clearly stated in the casino's terms and conditions as well:
5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.
If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:
https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos
As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.
Best regards,
Attila
