Cryptorino.io Casino - Player's account has been closed and winnings confiscated.

Hello CasinoGuru Team,

I am writing to report an issue with Cryptorino.io.

I deposited 72 USDT, played casino games responsibly, and increased my balance to around 290 USDT. Without any warning, the casino closed my account, and I no longer have access.

They removed the winnings and left only the original deposit amount (72 USDT). After being locked out, I contacted support but received no concrete explanation.

I understand that you usually request screenshots or documents, but unfortunately, since I no longer have access to the account, I cannot provide

them.

I kindly ask you to investigate this matter and contact the casino directly. I believe the closure of my account and confiscation of winnings was unjustified and possibly abusive.

Thank you for your time and help.

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.

Could you please specify which casino games you played?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

What response did you receive from customer support after your account was blocked?

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 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.

Hello Veronika,

Thank you for opening copmlaint.

I didnt play any casio games, only sport bets and a didnt use any bonus.

I passed full KYC verification.

The only answer i got is that their risk team thinks that based on my bets my account should be terminated and i should have more accounts. Which of course I don't have, I only had that one. The biggest problem is that they took my money, and when I filed a complaint about it, they told me to send them more information about it. I wasn't able to do that because they closed my account.

Best regards,

Dusan

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika