Crashino Casino - Player's account was blocked.

I was able to successfully withdraw $100 from my first withdrawal no problem. I got it within 30 minutes.

My 2nd withdrawal of $200, I waited for more than 24 hours Crashino still would not release it. I talked to their chat representative many times and they tell me to wait. Then I get an inbox saying it would take 72 hours for me to get my withdrawal.

When I wake up this morning my account is already locked. I contact their chat rep and the chat rep says my account is already closed. I ask what's the reason and they do not give me any reason and just say the decision is final.

Attached is my conversation with their chat rep.

Below are the details of the withdrawal in dispute:

Withdrawal reference ID (for $200): 152146005

My User ID: 89***459

I also have remaining $315 in my account when it was closed.

Please release the $200 withdrawal and give me the $315 remaining in my account.

Dear morpheus,

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 confirm that you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any explanation from the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I would happily submit my ID documents but Crashino doesn't require KYC. In fact, it's one of their marketing strategies, that they don't require KYC.

My winnings were won without active bonuses.

Yes, I have not received any explanation from the casino why my account was closed.

Also (update), I already received the $200 withdrawal I last requested from them. It is the closing of my account (which still has around $315 in it) and no explanation from Crashino that I'm disputing.

Thanks so much for your help.

Thank you very much for your reply, morpheus. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

Above is the chat I had with their customer rep when I asked why my account was locked. She mentioned something about article 17 something about their terms and conditions to which I asked which part specifically did I violate and she just said sorry and that decision is final. No elaboration whatsoever.

Below is also screenshot of my account when I requested for the the $200 payout (which was already processed by Crashino albeit it took over 2 days). And although my remaining balance shows $200, I was able to grow that balance to $315 before my account was closed. I'm fine if they don't want me logging into their site, I just want my remaining $315. Don't want to do business with shady operators.

Also, I've clicked on "send transcript" button every time I chat with their customer rep so I have a record of the conversation but the email transcripts never get to my inbox. Whether that's incompetence or another shady practice of Crashino is anyone's guess.

Below is screenshot of my account that says "client locked" when I try to log in.

Thank you very much morpheus for your reply. I will now transfer your complaint to my colleague Peter (peter.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 soon.

Hi morpheus,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Crashino Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thank you for the invitation. I am Anna from Crashino Team and we are happy to be at Casino Guru! 

We took your review as a constructive feedback and reviewed this case accordingly. The case is reviewed again by our risk management team taking into account our updated Terms and Conditions. It is no longer considered as a breach. Therefore we are happy to inform you that the account has been reopened and the balance is updated.

We wish the best of luck!

Kind regards,

Anna

Crashino Team

Thank you, Anna and Crashino Casino team for the update.

Dear morpheus,

Can you confirm the casino's statement?

This is to confirm that Crashino has reinstated my account. I was able to request withdrawal of my remaining funds $316.23 and I have received the money.

I have decided to withdraw all my remaining funds from Crashino and decided not to do business with them anymore after this experience.

You will notice, they only reinstated my account after Casino Guro stepped in to intervene. Without this intervention, my funds would have been lost forever. Furthermore, they have not even explained why my account was closed in the first place. Just generic statement that they updated their terms and conditions and therefore it is no longer a breach.

I would ask where did I ever commit a breach? Can you tell me that?

In any case, my thanks goes out to Casino Guru for helping me resolve this matter. $300 might some a small amount to others but it is a big amount to me. Thank you so much Casino Guru for all you do.

On a final note, if you are reading this because you are considering Crashino as your next bookie, I would suggest please look elsewhere.

Even before I filed this complaint, the rating of Casino Guru on Crashino is "Questionable."

I would suggest keep it that way.

Again, thank you Casino Guru for helping me resolve this matter.

Regards,

Morpheus

Dear morpheus,

I'm glad to hear that your account was reopened. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter