Crypto-Games.io Casino - Player’s self-exclusion has been improperly managed.

I requested to be put on self exclusion on 12/6 at 4:46pm via email to support@crypto-games.io stating to be "self excluded do to a gambling problem"

They Replied on 12/7 at 6:43am saying this "

Hello dear customer, 

Please be informed that your request will be processed and completed within the next 24 hours. Kindly note that the first self-exclusion will only be effective for the first 24 hours. After this period, you will need to contact our support team to request a longer self-exclusion period, such as one week or permanent exclusion. Please follow the steps.

Regards,

Crypto Games Support"

During the 24h self exclusion (even though I wanted to be self excluded for forever) I was still able to deposit and play on the site.

During the self exclusion, I even won 1300, tried to withdrawal it and they kept it, and yet still let me play all my winnings AND deposit more.

IF it actually takes them up to 24hrs to self exclude my, I should have been self excluded on 12/8 at 6:43am to 12/9 6:43, but I was still about to play.

I am requesting my deposits back for those those times.

Dear monkey2024,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion Policy and I found this:

Self-Exclusion

If you need a break from gambling on this website, you may request self-exclusion through our support team. Self-exclusion means your account will be closed for a specified period, either temporary or permanent.

To initiate self-exclusion, contact us at support@crypto-games.io, stating your reasons. Note that requests submitted by email are not processed instantly, and we are not liable for funds lost during the period between your request and our confirmation.

Do you currently have access to your casino account? Could you please forward me the self-exclusion request(s) that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

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.

I requested to be put on self exclusion on 12/6 at 4:46pm via email to support@crypto-games.io stating to be "self excluded do to a gambling problem" 

They Replied on 12/7 at 6:43am saying this "

Hello dear customer,

Please be informed that your request will be processed and completed within the next 24 hours. Kindly note that the first self-exclusion will only be effective for the first 24 hours. After this period, you will need to contact our support team to request a longer self-exclusion period, such as one week or permanent exclusion. Please follow the steps.

Regards,

Crypto Games Support"

Your wording stats it "could take up to 24hrs" IF it actually takes you up to 24hrs to self exclude, I should have been self excluded on 12/8 at 6:43am to 12/9 6:43, but I was still about to play and deposit.

I am requesting the amount of 2,554.17.

As you can see in my transaction history I was able to deposit even though I was supposed to be self excluded during a 24 hr period.

Further to add, the casino support was EXTREMELY rude and condescending. Almost acting as if I am less than because I have a problem..it was shocking

Thank you for your reply, monkey2024. Could you please clarify if you are able to access your casino account at the moment? If you aren't when was the account closed?