Crypto Casino - Player's account has been closed after winning from free spins.

Hello,

i created an account on this casino and used the free 50 free spins no deposit and i managed to wager and went up to 100 euros, which was the max win.

Before playing, i verified email.

Just after finishing wagering, i entered my contact details because i wanted to verify my account, deposit and be able to withdraw my winnings.

Suddenly, my account was blocked.

I contacted the support and after couple days, they reply to me that my account was closed because of the terms and conditions 14.6 which says this:

"We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 13.7, as soon as reasonably possible following a request by You, refund the balance of Your Account."

I had no explanation of the reason, i did not do anything wrong.

I know they closed my account simply because i won for free and it was easier for them to close it using this paragraph which to me is totally unfair. You cannot close an account of a player like that without a valid reason.

They can close my account if they want but after paying me my winnings even if i did not deposit since they stopped me from it.

Why propose no deposit bonus if it is to close the account of the player in case he wins. It is ridiculous.

Dear mrmileena,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Crypto Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please confirm that you successfully passed the KYC verification?

Do I understand correctly that you did not make any deposits into this casino?

Have you met the wagering requirements for your no-deposit bonus? In the Bonus Terms on the website, I found the information that:

3.13. Any "No-deposit" bonuses (unless otherwise specified) need to be wagered 15x times before the funds can be withdrawn. This excludes any loyalty program bonuses that only need to be wagered 1x time or not at all!

Could you please forward the email from the casino regarding your account closure to veronika.l@casino.guru?

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

Best regards

Veronika

Hello Veronika,

Thank you for your message.

No, I didn't pass kyc since my account was promptly closed just after I managed to go up to 100 euros in my balance.

Yes, the wager requirements were met and I had 45 euros in my balance when it was met. I then went up to 100 because I wanted to withdraw 100, which was the maximum to receive from a no deposit bonus.

I confirm I didn't make any deposit in the casino. I wanted to deposit to be able to withdraw but my account was closed like 1 minute after I went up to 100 euros.

I'll send you the reason I got from them.

According to the rule the casino gave you, the money in your account should be paid to you. Have you received any details from the casino about what would happen to your account balance now?

Hello Veronika,

Thank you for your message.

No, my account was closed and money is there.

I contacted them to ask the reason and the only answer I got is what I sent you.

I tried to have a better explanation than that but all they were saying is that my account was closed because of this term and condition, I had no other explanation. So I told them that I'll submit a complaint here.

I have just sent them a message to come here and answer to the complaint.

Hello again.

Here is the answer i got from them, as you can read, they still continue to say the same stupid reason, that they can close any account whenever they want.

I agree with that if the player did something or if the player does not have any balance in their account, but they cannot close after i won 100 euros from the no deposit bonus they offered. I do not think my account would have been closed if i did not win for sure.

Hello mrmileena,

Thank you for contacting us! Please note that according to the terms we are, at any time entitled to close your account. The decision has been taken by the relevant team and your account has been, unfortunately, closed. 

Kindly be reminded that you have accepted our terms upon registration and this action was done based on our terms.

More information about the terms can be found here https://cryptocasino.com/en/terms-and-conditions

If you need further assistance, please do not hesitate to contact us.

We are discussing your case with the casino representative outside of this complaint thread. I will get back to you with updates soon.

Alright, i will be waiting for you...

Dear mrmileena,

CryptoCasino has informed us that they use the 1Click/Lion casino software platform.

As part of their responsible gambling policy, if a player requests exclusion from ANY brand on the platform, the platform excludes that player from all brands.

The provider informed CryptoCasino that this is the situation in your case. Once you have entered your full personal details on CryptoCasino, the provider spotted your account and triggered the closure.

Since you made no deposits in your casino account, I regret to inform you that we accept the explanation of the casino and will not be penalizing it for closing your account and forfeiting your free spin winnings. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.