Crypto-Games.io Casino - Player's second withdrawal has been delayed.

I received 1 payment from them so far for 1000 USD (their max allowed per day.) I still have 4000 USD in BTC of balance on the site. I submitted a 2nd payout request the day after the first for another 1000 USD but it has not been approved for a week. I've tried contacting the casino but have gotten no response.

Dear justinmoffatt7,

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

Could you please specify when exactly you submitted your second withdrawal request?

Have you accumulated your winnings with or without an active bonus?

Could you please confirm if you passed the KYC verification?

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

Hi Veronika,

Second and current withdrawal request is from 12/6/2023.

Winnings were accumulated without an active bonus.

Passed KYC verification before receiving my first payout.

Thank you,

Justin

Thank you for your response. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests or other factors. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Now, it has been over two weeks since your request. Could you please confirm if you received your withdrawal?

I have still not received my withdrawal.

Thank you very much, justinmoffatt7, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, justinmoffatt7!

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!

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

We have reopened this complaint by request from the casino.

Hello,

We are currently addressing this specific issue and will provide you with an update shortly.

Hi once more, Crypto Games! Has there been any progress on the issue?

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.

We have decided to extend the timer for 7 more days.

Hello,

The player kept the bonuses in the slot during the welcome bonus and opened it later, which is a violation of the terms and conditions, the player is blocked and this case is not subject to review.

Hello, justinmoffatt7,

we have received evidence that confirms that you have applied "delaying rounds" practice. We consider such behavior unfair and abusive. Please, refrain from it in the future, or you will risk your funds confiscated. Therefore, I must reject your complaint. Do you have any comments to add or questions to ask?

Dear justinmoffatt7,

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.