Cristal Poker Casino - Player seeks refund due to failed self-exclusion.

Hello,

since Tritium Casino is not yet officially listed here, I am now also making the complaint about Cristalpoker.

In general, it is about the provider Versus Odds. I have played in several casinos of this provider in the past. Little by little, I blocked my player accounts in the respective casinos myself. Due to my problematic gaming behavior, I then asked Versus Odds to block me from the entire Versus Odds network due to gambling addiction, so that I am not able to register in any existing or new Versus Odds casinos. I know this block from other networks such as Dama, Rabidi, Hollycorn, etc...

I know that owners are not obliged to block all platforms at the same time. However, some offer this.

The request and confirmation of this network block was made via a live chat from another casino, but I can't remember exactly which one. (Wolfy Casino, Blacklion Casino, ...). I don't have any written proof of this block.

Now on June 28th I was able to register at the Cristalpoker Casino, deposit €20 and play.

I was triggered by a promotional email, my mistake.

After that I continued at the Tritium Casino and deposited €255. I was also successfully verified.

Both registrations should not have been possible due to my ban. I then permanently closed both accounts in my player account myself.

I would have liked to have the deposits of €20 at the Cristalpoker Casino and €255 at the Tritium Casino refunded because the bans did not take effect.

The emails to Cristalpoker Casino and Tritium Casino have been completely ignored by both casinos to this day. I have not received any response, nothing at all. Be it the support email addresses or the email addresses of the finance department.

The provider's bans do not seem to work very well, as I received a promotional email from Cristalpoker Casino today, July 3rd, even though my account has been blocked since June 28th.

Dear Marco123,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

As I mentioned in response to your previous complaint, Antillephone's license does not require its licensees to ban players from all casinos owned by the same owner. Therefore, if you did not request to be self-excluded from Cristal Poker Casino directly before you made your deposit and played, we are unable to help you retrieve the lost deposits. I apologize for any inconvenience this may have caused.

I also understand that you're frustrated with receiving a lot of promotional emails. However, casinos often send out promotional emails to all registered addresses automatically. You can unsubscribe by clicking on the unsubscribe link in the footer of the email, or you can mark the emails from the casino as spam.

Please let me know if there is anything else I can help you with.

Best regards

Veronika

I received a response today that the refund from Cristalpoker is on the way.

WhatsApp support was the best way to contact them and it was very quick.

I also found out that Cristalpoker and Tritium have different teams. At first I thought they were all one team in a network like that.

Tritium has not responded yet.

The refund from Cristalpoker was received today.

Dear Marco123,

I'm glad to hear that your issue has been resolved successfully. 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,

Veronika

Casino.Guru