Cristal Poker Casino - Player's account is closed and withdrawal is delayed.

Dear editors, I want to inform you that I have never seen such lawlessness. It all started with the fact that the operator was having bad days. Maybe a black cat crossed her path, I don’t know. But that’s not the point. My id is 1*******.user b**********. I made about 10 bets on sports on this site and ordered a payout. Before that, I passed verification. I will provide screenshots. After waiting about 12 hours, the payout was canceled and verification was required again.

I provided the documents. They wrote to me that everything is fine. You can order a payout. I made a bet and they wrote to me in plain text: cancel the bets within 10 minutes, otherwise you will be blocked for insults. I ask for what? In response, nothing. I said I will not cancel the bets (on what grounds). The answer is that we do not like you.))) I ask on what grounds I should cancel the bets, a clause in the rules. In response, silence. What happens next? They cancel the bets themselves without me. This is completely outrageous. I order a payout and they immediately blocked my account. What is this? The money was not paid. Sort it out. The amount of damage is 63 euros

Dear boyard777,

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.

Did you request a withdrawal for less than the full amount in your account and then not cancel that request as the casino asked?

Also, did you go on to make sports bets with the remaining money in your account?

Is your account currently blocked?

Have you received any money?

Could you please share your full communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.