Crypto-Games.io Casino - Player requests a refund due to technical difficulties.

I deposited here and I was unable to place any wagers due to a server error on every game I’ve tried clearing my cache on different devices etc they are stating I need to wager my money 2x to withdraw

Dear Meganbbyrd,

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

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

• Have you been able to play games on the website since depositing?
• Has the casino agreed to a refund based on your experience?
• Was there any game activity on your account whatsoever since creating an account in the casino?
• Could you please share the email addressed to you from casino support? Send emails or chat transcripts to my email at tomas@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,

Tomas

1. I sent the details in an email

Thank you very much, Meganbbyrd, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Meganbbyrd!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Any update?

We would like to ask the 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 may negatively affect its rating.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

Hello, Meganbbyrd!

We have received the information from the casino that the problem was that you have had multiple accounts. Usually, we consider such practices unfair, but in your case you had older account without any deposits or bonuses and then a new account with only one deposit and without any bonuses, which would tell that you opening the second account was just an honest mistake. In this case we requested that the amount that was in your account must be paid out in full and then we have received information that your initial deposit amount was sent to you (via crypto, I suppose). Please, confirm that you have received the amount so I can mark the complaint as resolved.

Dear Meganbbyrd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.