Kripty Casino - Player’s withdrawal is delayed due to wagering discrepancies.

Hello Gurus! I am mentally exhausted with support at Kripty Casino as they seem to be violating their own terms and conditions. I hope to be proven wrong but by the vague responses to none of my questions I stand confident that they are taking me for a ride.

On July 15th, I made a deposit in BTC of the BITCOIN equivalent of 405USD and with that claimed a deposit bonus of 50% which I should specify, is NON STICKY. I have not wagered any of the bonus funds but I have certainly wagered my deposit of 405 USD 3x.

I have attached proof of my deposit amount below And a screenshot of the term pertaining to withdrawing and the wagering requirement associated with cash deposits to prevent money laundering. You can find the term yourself in section 9 on their website.

This is the simple issue I am facing.

My deposit of 405 USD X3 = 1215

With my cash balance I won a large amount which has lessened to 783.00USD because staff at this casino told me to wager 200EURO more to withdraw . Proof of the added wagering on top of my 3x wagering is displayed in an email attached below.

After all that wagering when I try to withdraw, the system gives me an error saying I have additional wagering to complete of 0.043856110805BTC = $5189  USD I have attached a screenshot of this message that pops up when I try to withdraw any portion of my cash balance.

When I brought this to support to ask where this additional wagering is coming from they reply stating the term of my deposit needing to be wagered x3 and quoted me a completely different number to the system of 0.055 BTC = 6500 ( email of this attached below )

I'm no mathematician but if my deposit multiplied by 3 is 1215 where is this extra wagering coming from and why do they refuse to acknowledge the math is totally wrong. If it were correct then I would be able to withdraw because I have wagered 1215 + 200 euros.

In an e-mail attached you will see a representative telling me I had to only wager 200EURO more to withdraw. After I have done that I was not able to. I tried to bring this up to support afterwards and they neglected the fact that I was told to do something wrong which costed me winnings BUT i am not here to argue about that person's mistake but to shed light that the casino is incompetent.

You will see attached multiple e-mails of me trying to break down the math but they constantly danse around the facts by only stating terms.

After some calculations I came to the conclusion that they were adding up all my past LOST deposits and multiplying my cumulative life time deposits x3. I did not agree to those terms nor do their own terms specify this. Most Casinos have mandatory wagering requirements of 3x on cash deposits but ALL of them do not count life time deposits otherwise no one would be gambling on online casinos. Imagine depositing 10 times and losing every time and when you finally win on your 11th deposit, you are asked to wager those past 10 deposits 3x.

When I try to bring up the life-time deposits issue they ignore it and continue to regurgitate the same 3x deposit term.

I hope I am making sense and hope to reach my goal of withdrawing my funds and never playing here again. This complaint should be used as a reference for anyone looking to sign up to them IF my claim is correct.

I have a few more screenshots but I reached the maximum amount allowed to post this complaint. Please feel free to reach out to see them.

Thank you!!!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kripty Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Where does the information that the bonus is non-sticky come from?
• What is the status of your bonus currently in your player's account?
• Could you please share any remaining screenshots or evidence to support your complaint?
• Share screenshots here or send the information to my email at tomas@casino.guru

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

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Thank you for your patience, and stay safe.

I have sent you an e-mail with additional proofs

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you Papadeez88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kripty Casino for their help in resolving this complaint. We would like to know what the issue is with the wagering and what we can do to help the player receive their winnings.

Thank you!

Appreciate all the help I can get! Thanks Peter!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone!

The standard rule is that the 3× wagering requirement applies to the most recent deposit. So, for example, if you make a partial withdrawal from your balance and then make a new deposit, the 3× requirement will apply again to that new deposit.

I waited all that time for nothing helpful and addressed nothing from my case and threw in some salad that doesn't apply to me. This has been the level of incompetence I have been dealing with.

Thank you for the update Kripty Casino representative; however, this doesn't explain the situation. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello everyone,

Following another internal review, we identified an error that caused the wagering requirement to be displayed incorrectly for this player’s withdrawal.

This issue has since been corrected and will not occur again.

As a gesture of goodwill, we will offer the player compensation for the inconvenience caused, in hopes that this will help restore confidence in our service.

Best regards,

simple math was the only thing required here to understand my situation. It saddens me that it took over a month to multiply my deposit x3 and see that it was already completed. I hope this complaint serves as a reference for future players experiencing the same issue.

as for compensation, I would hope my balance be reinstated to the point before I was told to wager my balance 3x. That was the point where I was planning to withdraw the winnings.

Appreciate all the help and determination from the GURUS here. I will click the issue resolved button when I hear back with Kripty's compensation

Hello all,

We understand the frustration this situation has caused and we appreciate the opportunity to resolve it.

While we cannot reinstate your balance to the amount prior to the extra wagering that took place, we do want to provide a fair resolution! We will issue a refund of your last deposit amount ($405) back to your account.

At the same time, we will also review our internal processes and communication with players to prevent similar misunderstandings in the future.

Thank you again for your patience and understanding.

Best regards,

I accept the effort in making things right and appreciate that we finally came to an agree-able outcome. I will mark the complaint as resolved once I have received and withdrawn the amount. As of now I do not see my balance reflecting the outcome yet. I will wait patiently thank you.

Hello, in recent developments in this case it " seems " I may be wrong but it seems the system on the site has not been fixed?  

I received e-mails from Kripty casino asking for my BTC wallet address which I had assumed was for sending me the funds but instead they put the funds in my casino wallet which I tried to withdraw but was met with an error asking me to wager 0.036588244801 BTC which is equivalent to $4000.00

I can't imagine that anything was fixed as my deposit of $406 x 3 would still not be equal to 4000 which is very worrisome for me ever making a deposit again. To go through months of this would scare anyone away

I have attached screenshots for all of these recent occurrences and hope to hear back from Kripty soon.

I hope to be able to withdraw my funds soon.

Hello!

Thank you for letting us know. We’ve re-checked everything on our side and can confirm that the refund is ready for withdrawal.

Could you please try again now? It should go through without any issues. If you encounter anything further, let us know right away and we’ll assist immediately.

Best regards

I can confirm I have received my initial deposit back. Thank you to both parties!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Papadeez88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter