Cryptorino.io Casino - Player's refund is delayed.

I made a cryptocurrency deposit to the deposit address provided by Cryptorino. The transaction was successfully confirmed on the blockchain. However, the deposit was not credited because it failed Cryptorino's KYT (Know Your Transaction) screening.

After contacting support, Cryptorino informed me that the deposit could not be credited and confirmed that my funds would instead be refunded. I immediately provided the refund wallet address they requested.

It has now been over 25 hours since Cryptorino confirmed the refund. Despite multiple follow-ups via email and live chat, I have received only generic responses stating that:

My funds are safe.

The refund will be processed.

The refund is handled by another department.

They cannot provide any timeframe or meaningful status update.

I am not disputing Cryptorino's KYT decision. I respect their compliance procedures. My complaint is that they have acknowledged my entitlement to a refund but continue to hold my funds without providing any indication of when the refund will be processed or what stage the refund is currently at.

I also contacted the exchange from which the funds originated (Roqqu). They investigated the matter and informed me that one of their operational Ethereum addresses appears to have been incorrectly flagged on Etherscan as an address poisoning/phishing address and that they are working with Etherscan to have the incorrect label reviewed and removed. I have informed Cryptorino of this development.

Resolution Requested:I respectfully request that Casino Guru assist in obtaining:

The immediate processing of my confirmed refund; or

At the very least, a meaningful update from Cryptorino regarding the current status of the refund and the reason for the ongoing delay.

I am able to provide all supporting evidence, including:

The blockchain transaction hash (TXID).

Blockchain confirmation of the deposit.

Emails confirming that Cryptorino will refund the funds.

Email and live chat correspondence showing repeated follow-ups.

Roqqu's written statement regarding the Etherscan address flag.

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.

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 deposits into this casino before?

Has the casino specified how long it will take to refund your failed deposit?

Could you please forward me all the evidence you mentioned to veronika.f@casino.guru? In particular, please include:

• The blockchain transaction hash (TXID).
• Confirmation of the blockchain transaction.
• Any emails confirming that Cryptorino will refund your funds.
• Your email and live chat correspondence with the casino showing your follow-up requests.
• Roqqu's written statement regarding the Etherscan address flag.

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

Hello,

Thank you for your response.

I have sent all the requested information and supporting documents via email, including the TXID, blockchain transaction confirmation, email correspondence with Cryptorino, live chat transcripts, and the statement from Roqqu regarding the Etherscan address flag.

Dear Cwain123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Cwain123,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Cryptorino.io Casino to join this conversation and assist in addressing the complaint.

Dear Cryptorino.io Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

Certainly, we are happy to elaborate on the matter.

When a deposit is sent back under such circumstances, the process is often very quick.

It is important to keep in mind that payments are almost always processed by a third party payment provider, rather than the operator directly. This means that should there be an issue, this needs to be escalated to the payment provider who does their investigation on the matter and resolves the case in their end and then updates the operator.

While this process is ongoing, the operators does often know exactly at which phase the process is on the payment provider's side. As the timescale for resolving the matter is beyond the operator's control, it is not necessarily possible for them to provide an exact timeframe for the resolution.

However, in this instance when the funds were sent back, a delay occurred and we did not have a clear picture of the status of the refund for some time. However, the user was informed on 11th of August that the refund has been processed and they were provided with the relevant information. We are of course happy to provide the refund information to CasinoGuru as well if required.

For the future, we would like to ask this player to exercise patience and allow the process to take place. If they are informed that the refund will be processed and that the funds are safe, they will get the funds back. The user contacted us at the beginning of the process up to 14 times a day, despite being repeatedly given all the available information at the time.

Hopefully this elaborates on the circumstances from our side, please let us know if you need anything further from us.

Dear Cryptorino.io Casino,

Thank you for your response and for the detailed explanation.

Dear Cwain123,

Thank you for your patience.

The casino has informed us that the refund was processed on 11 August. Could you please confirm whether you have already received the refunded funds?

I look forward to your response.

Dear Cwain123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru