Crazy Star Casino - Player’s winnings have been cancelled.

Awful, awful Casino! They’ve arbitrarily closed my account and locked access to my player funds (approx 1549.72 Euro’s) despite the fact I’ve uploaded all relevant info/docs to their website. Please avoid this website like the plague as it is absolutely a scam and they have no licences to operate in the UK.

Dear Ross,

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. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Good morning,

In total, I've made 1200 Euro's worth of deposits on their website - their system charged me twice for one of the deposit's so 1400 Euro's has been debited from my bank account! - and prior to the account being blocked my balance was 1549.72 Euro's.

On Monday 6th September 2021, I emailed Customer Support and asked them to close my account with immediate effect and asked for any funds held on my account to be reimbursed to my bank account. Instead of refunding the money, Crazy Star simply locked access to my account and confirmed that I no longer had access to funds held on my online wallet. The only way to access funds was to reinstate the account - which I have requested approx. 4 working days ago - and they are stating there are 'no timescales' for the request to be reviewed.

Whenever I message someone from the Crazy Star Customer Service Team they simply restate 'there are no timescales for the request to be reviewed' and whenever I've stated that I feel they are being dishonest or fraudulent with their behaviour they reply "there is nothing like a scam about our casino".

In short, they have removed access to my online wallet - which contains over 1500+ Euros' on the premise that the request for my account to be unlocked is being removed - but they refuse to give any timescales as to how long this might take?!

I've done further investigations on the holding company (see below) and it would appear that EVERY casino linked to this business is unlicensed and they have endless reviews about stealing player funds etc.

2.2 The Casino games available on this website are provided to you by Cerberlot Limited, a company bearing registration number HE 402818, having its registered address at Chytron 3, Flat/Office 301, 1075, Nicosia, Cyprus. Cerberlot Ltd, is licensed and regulated by Cerberlot N.V. (number: 150535) located at Kaya Alonso de Ojeda 13-a, Curacao.

Thank you very much, Ross, for the clarification. Is there any relevant communication and supporting evidence that you'd like to forward to petronela.k@casino.guru before we'll contact the casino? Looking forward to hearing from you.

Hi Petronela,

I've emailed through a huge amount of emails, transcripts etc which clearly demonstrate Crazy Star Casino is running a scam/fraud operation.

Regards,

Ross

Thank you very much, Ross, for the forwarded emails. Do I understand correctly that your issue is sports betting related?

The issue is not Sports Betting related….

The issue is Crazy Star Casino has locked access to my account - giving me no timescales to I clock my account - and the 1500+ Euro’s I have on my account are inaccessible…….

despite contacting them numerous times over the past week they are refusing to confirm when access will be reinstated to the account leaving me 1500+ Euro’s out-of-pocket!

whenever I email a representative of Crazy Star Casino it is wholly apparent they are fully intent on never unlocking my account and stealing my money

combination of casino & sports betting….

winnings equate to a v small amount as total deposits were 1200 Euro’s….

the website charged me twice for one of the deposits so 1400 Euro’s was charged to my bank

Thank you, Ross, for the clarification. One last thing please before we'll contact the casino, could you please advise when exactly was your account blocked?

Tuesday 7th September….

They’ve stopped responding to my unblock requests entirely (knowing that as I can no longer access my funds as they’ve removed access!)

I genuinely think their entire website is a complete scam that is run by fraudsters…..

Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. 

I fully understand your frustration, Ross. I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

I’ve used the online chat facility and the representative has not been able to provide any further feedback relating to my account or when it will be unlocked…..

Alice 18:47

Ross, the request is under the reviewing process. You will be contacted via email as soon as the request will be fully reviewed.

This is a scam website and you need to ensure you warn potential customers from your website!

Alice 18:55

Ross, I've checked it for you once again and the request to unblock your account has been rejected. You didn't meet the requirements for unblock.

So they’re refusing to unblock my account and consequently I will NEVER be able to access the funds that were held on my online wallet…….

This means I’ve had 1549.72 Euro’s stolen by this website!

made almost £1400 worth of deposits on this website and they’ve stolen EVERY penny!

Thank you very much, Ross, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ross!

From now on, I will be handling your complaint and try to help you with your issue. I would like to invite representatives of Crazy Star Casino into this complaint in order to help us resolve the issue.

Good luck with that Martin….. I would give them odds of 1/100 of replying to that invite! Trust pal, they are running a scam operation and the quicker they get shut down the better. EVERY casino connected to that address in Cyprus should be avoided like that plague!

What’s happening Martin?! It has been over a week and nothing else from your side…..

Dear Ross!

Please accept my apologies for being unavailable. Since the casino did not respond, we would like to ask Crazy Star 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.