Crashino Casino - Player’s winnings have been confiscated on accusations of cheating.

Hi. I started playing at this casino in July. I lost about 30.000 NOK, and liked the fast payment system. I continued playing, and won a large amount on August 1. The amount won was 55K USD. I tried making a withdrawal but they blocked my account accusing me of cheating. They said I had used a strategy called "martingale", but I know for a fact that this strategy is cheating and I would never do it. I played BlackJack with three separate hands for most of the time. 1000 USD on each hand, and 100 USD side bets. I won a large amount and once I came close to my original goal I lowered the bets for one single round. After that I played with my "regular" hands again. They have blocked me on Telegram, and refuse to answer my questions. I have basically been scammed of more than half a million NOK. The problem is that this site is unlicensed and there is seemingly not anything I can do to get my money.

Dear DeAndreHop,

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

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

Could you please advise how long you were a player of the casino?

Was your account in the casino verified?

Could you please send me the communication you received from the casino regarding their accusations? My email is tomas@casino.guru

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,

Tomas

Hi Tomas, and thanks for taking this complaint on.

I opened an account in July, and lost all of my deposits my first few weeks. I won 11.000 USD and was asked to verify my account, and that they needed to check the gameplay. Both of these were verified. 

I withdrew the first 2.500 USD, and while my second withdrawal was waiting to be processed I used the remaining funds on August 1. I won 55.000 USD completely fair. I swear on god that I have never cheated playing BlackJack, and I never will. I increased the bets as the amount on my account increased, but this is normal. When I ask them to send me the proof of cheating they refuse. They have blocked me on Telegram, and have not replied to my emails since Friday. 

Please help.

Thank you very much, DeAndreHop, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 DeAndreHop,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crashino Casino to join the conversation and participate in the resolution of this complaint.

Dear Crashino Casino,

Can you please clarify how the player has cheated, and provide some evidence to support the claims against the player?

Kind regards,

Adam

Dear DeAndreHop,

There has been no response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Crashino Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Thanks Adam. No update yet. I have tried contacting them on Live Chat, and they keep telling me to send them emails as another team is working on my case. However, when I send emails- to several different adresses, I never receive an answer. I have not received an answer for 14 days. I have asked them to send me my wager history, and documentation of my gameplay- but no reply. This is probably the most frustrating experience I have ever had playing online.

Dear DeAndreHop,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos from their reviews and focus on casinos with a valid license in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam

This complaint has been reopened at the request of the casino.

Dear DeAndreHop,

The casino informed us that an agreement was reached and this matter has since been resolved. Could you please confirm this?

Kind regards,

Adam

The player has confirmed via e-mail that an agreement has been reached with the casino. Consequently, we will now mark this complaint as 'resolved'.

Kind regards,

Adam