Crashino Casino - Player’s winnings have been capped.

First of all, I am not living in the USA, but cannot change it.

I played at Crashino with my deposit of 1073.67(194.76+278.53+600.3 USDT) on 19th Feb. and won 1250.38 USDT

and applied a withdrawal of 1250.38. However, after 6 hours it shows have not sent my withdrawal request.

during that time I had a bonus which should wager 40X with 200$. and won 5787.94 USDT. and it transferred into my balance automatically. and played again. finally remained 3004.47 USDT

After that, I found my 1250.38 USDT was still there and requested to cancel and merge the amount and applied withdrawal again.

After 80 HOURS later, they said the bonus winning amount cannot be over 250$ and they canceled all my withdrawal requests and modified the whole amount to 250$, and MADE a withdrawal request by themselves using my account without my permission without any message first, and ignored and deleted my previous withdrawal amount 1250.38 which I won with my deposit 1073.67 USDT

I formally make a complaint.

1. Crashino modified my(user) balance without any notification after 80 hours from my requests and made a withdrawal. Even they have a chance to announce it to me and get permission to modify my account.
2. Crashino should get it back to me MY winning(1250.38USDT) + bonus winning 250$(this one I already get it) which I truly made using my deposit (1073.67USDT), and they should apologize, that they did not investigate it clearly and modify and deleted my true income.
3. Crashino should not give a bonus to users which users cannot withdraw the amount. if the maximum bonus withdrawal amount is 250$ after the 40X wagering with 200$, should be input the balance of only 250$ automatically, not the whole amount. So that cannot make the same problem with users.

I totally understand that you cannot give me the whole bonus income 3004.47, I don't care, it's not usual but can happen. and received 250$.

But you guys should give me at least 1250.38 USDT which is my true income and deposit.

Cannot upload more than 5 screenshot, if you need more, please let me know.

Dear dlwlgml123123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your entire game history along with any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

PS: Which country of residence should I put for you?

sent the entire screenshot to your email.

If you need more information in detail, please let me know.

I am from South Korea, and reside in Dubai.

Thank you, dlwlgml123123, for your reply and for all the forwarded screenshots. However, please understand that it is very hard to extract all the important information from a game history on screenshots. Could you please request the entire game history from the casino in PDF format?

Additionally, is it possible to change the country of residence inside your Casino.Guru profile's settings?

changed residential profile.

I've requested a PDF file of the balance history from 18th - 20th Feb.

Hopefully, they give it to me.

I will reply here once I get it.

Perfect. Thank you in advance for any updates.

I've received my winning 1250 USDT refund, Thanks guys.

I want to close this complaint.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dlwlgml123123, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru