Crashino Casino - Player’s account has been closed after submitting KYC.

I deposited $300 to use the first deposit bonus, and I have made that fund $1,170 (Roughly a week or so ago)

I was then asked for KYC and I submitted it but it was never approved,　and they closed my account without warning.

Of course, no terms and conditions have been violated.

Dear Casino guru, Please help me.

Dear android777,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your account was closed after an unsuccessful KYC verification?

Could you please specify what documents you sent for verification?

Have you received any email from the casino after your account was closed? If you have, please forward it to me. My email address is veronika.l@casino.guru.

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

I submitted the KYC documents and requested a review several times, but from there it was left unattended for several days.

The account was subsequently closed. There was no communication regarding the closure and this was discovered when an attempt was made to log in.

The documents submitted were proof of residence and ID cards, which had been used in other casinos without problems.

I asked why it was closed, but did not get a clear answer.

I will send the chat logs to your email.

Thank you very much, android777, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Dear android777,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Crashino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Crashino Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Today, I tried chatting again but was forced to end the conversation.

Hi,

The user account has been closed due to multiple account use.

Term:

6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit). Crashino reserves the right, in its sole discretion, to void any winnings and confiscate any balance under any of the following circumstances:

If you have more than one active account at Crashino;

If you are not of legal age in the province/state/country and/or jurisdiction where you reside;

If you have allowed or permitted (intentionally or unintentionally) someone else to access or play using your account;

If you have not played on an individual basis for personal entertainment only (that is, you have played in a professional sense, with the intent on exploiting our bonuses or in concert with other Player(s) as part of a club, group, etc.);

If it is determined that you have employed or made use of a system (including machines, computers, software or other automated systems (‘bots’) designed specifically to defeat Crashino; or that you have made irregular betting or wagering patterns, or suspicious or irregular betting strategies; ; or any action to try and take advantage of the house edge through any bad will (or fraudulent activity).

If you use the Website or your account in bad faith;

If you are found colluding, cheating, conducting criminal activity such as money laundering or undertaking fraudulent activity;

If we become aware that you have played at any other on-line casino under any of the foregoing circumstances set out above.

Best Regards,

Crashino Team

I never have multiple accounts. I can't prove this, as it would be devil's proof.

I live alone, so I can rule out the possibility of family members using it.

I am not lying on my own honour, so if both sides are not lying, I can only assume there was something wrong with the system.

Dear Crashino Casino,

Could you please provide supporting evidence to substantiate your allegations by sending it to my email address at jakub.m@casino.guru?

Thank you in advance!

Hi Kubo,

We have escalated the issue to our fraud department and will provide more information soon.

Best Regards

Crashino Team

Dear Crashino Casino,

Could you please provide an expected timeframe for delivering the information regarding the account closure? Since the account has already been closed, I assume there was a reason for this action. I would like to know that reason to conduct a thorough investigation.

Thank you for your cooperation.

If you have already closed my account, evidence should be readily available.

From my own point of view, which I am convinced of my own innocence, the existence of evidence is doubtful.

Hi,

The player has been detected as using multiple accounts by the Fraud Department. According our Terms 6.3, the account has been permanently closed.

Best Regards,

Crashino 

Is this "more information"?

Dear Crashino Casino,

I kindly request that you provide any available evidence to support your allegations. Please send the relevant documentation or details to my email address: jakub.m@casino.guru.

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.

Dear android777,

Regrettably, the casino has provided no evidence to support their allegations of multiple account creation. Since they failed to supply the necessary evidence within the given timeframe, I must mark this complaint as unresolved. Without cooperation from the casino, our ability to assist further is severely limited.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, the unresolved status of this complaint will negatively impact the casino’s rating, which may prompt them to reconsider their approach. Should the casino decide to provide a response in the future, we will reopen the complaint and notify you by email.

I apologize that we couldn’t offer more assistance in this situation.

Best regards,

Kubo