The player from Germany had requested a withdrawal of 0.85 ETH (approx. €3000), which was reverted back, and his player account was emptied. After he contacted support, he was asked to verify his email and complete KYC, but despite doing so, his account was blocked, and he could not access his winnings. The casino suggested that he create a new account, which would have breached their rules. We attempted to contact the casino for resolution but received no cooperation, resulting in the complaint being marked as 'unresolved.' The casino later claimed that the player had multiple accounts and had exploited bonuses and provided supporting evidence, leading to the rejection of the complaint.
Crypto-Games.io Casino - Player’s winnings confiscated after account block.
Amount: €3,000
Crypto-Games.io Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 hours ago
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3 months ago
Translation
Hello CasinoGuru Team,
I have been playing at Crypto Games for quite some time and have made several deposits and withdrawals.
After my last significant win, I requested a withdrawal of 0.85 ETH (approx. €3000) and continued playing with an additional 0.14 ETH (approx. €500).
Suddenly, the amount was credited back to my player account, and within seconds, my entire player account was emptied.
When I inquired via chat, I was informed that I needed to verify my email and complete the KYC process.
This was not immediately possible for me, as I could not send messages from the registered email address.
It took some time for the email address to be updated, and I am now able to verify my email as well as provide the required KYC documents.
However, when I contacted the casino via email, I received no response, and in the chat, I was told that I had made a mistake, my account was blocked, and I had no way to access my money.
Furthermore, I was told to create a new account and start playing again, which would be a violation of the casino’s rules.
I am desperate and hope you can help me resolve my problem.
Best regards,
Stephan
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3 months ago
Hello masnon2024,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Crypto-Games.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when exactly did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hello Nick
Thank you for your feedback.
I signed up at the casino in April this year.
I only play without bonus money and did not do so in this case either.
The last time I spoke to the casino via chat was on July 29th.
Since there is no way to receive a transcript of the chat by email, I have attached the entire chat history as a text file to my complaint. It was about this exact case.
Please see the file Chat July.pdf
Best regards Stephan
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3 months ago
Thank you masnon2024 for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on. Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hi masnon2024,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Crypto-Games.io Casino to the conversation to participate in the resolution of this complaint.
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3 months ago
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Thank you for your support
Best regards
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3 months ago
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.
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2 months ago
Hi masnon2024,
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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
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6 days ago
We’ve reopened this complaint at the request of Crypto-Games.io Casino.
Dear masnon2024,
The casino representative informed us that you opened two accounts using two different email addresses. The evidence suggests that bonuses were used in both cases. Could you please clarify this?
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6 days ago
Translation
Hello.
that is not right. I only created an account with the username masnon and the email S and never used a bonus. The casino tries by all means to prevent the payout.
The only mistake I made was sending an email from the wrong email address.
I registered with the address s registered at this casino but accidentally from S sent an email.
I have both addresses
Best regards
Edited
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6 days ago
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No, there is no further access to my internet connection.
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6 days ago
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If I logged in at work, this could be possible. There are 450 employees there. I can tell them the IP address of my workplace.
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3 days ago
It looks like it's the same IP address you are using to access our website. I'm afraid if you've opened two accounts and exploited bonuses as the evidence suggests, there is nothing we can do to help you. I can only recommend you open one single account per casino. Multiple-accounting is forbidden in most casinos across the industry. Unfortunately, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
