Crypto-Games.io Casino - Player's withdrawal was declined due to multiple accounts.

Hello

Number of their license - CryptoGames is operated by Blockchain Entertainment S.R.L., a company registered, licensed, and regulated in Costa Rica by the Gambling Commission under account number 1-7362-459817

I made a deposited on this "casino website" (doubt it is, seems like a just a scam website, considering their methods and support) without any promos, without using any VPN (you can also see that on screenshot, only thing I used was a Private tab the whole time), and also passed KYC upon request, instantly.

When I passed KYC, they also mentioned "Any actions carried out with VPN will not be tallied thus far." I did not paid any attention to that since I did not used any VPN, also I do not understand how it can affect any gameplay or why they even say that?

But ok, doesn't matter to me since I did not used any.

In 1 hour, I checked if my withdrawal arrived, what I saw is that withdrawal is declined, and my balance is back to 130 USDT.

When I asked support, instead of explaining this ridiculous situation to me, they just insulted me and asked if "I know how to read", and "use google translate if you do not understand English", I admit, after that I lost it a little, because this is just outrageous.

I want the initial withdrawal back (3100 USDT) , and apologies from the support for such behaviour, this is the weirdest situation I encountered for a while, and I never got treated like that anywhere.

I never used VPN while playing on their website, only private mode in Safari.

And I never inquired anything about VPN usage, never contacted support about VPN usage, or asked any questions about it. Only time I contacted support, is asking why my withdrawal is taking so long.

Second time, is after withdrawal decline and is on the screenshots.

Care to show any proofs, of what you are saying?

I still did not received any money, not even my deposit back, and no answer from support on email.

First saying I used VPN, then saying they just do not accept players from Russia/Thailand (but somehow they still got me KYC verified?)

Now it's some mythical inquiries about VPN which I never did, and providers that are restricted in Thailand, which would that be? My win was in Pragmatic Play Dog House as I remember, it's perfectly fine and accessible in Thailand.

They failed to provide any proof of their words on AskGamblers forum, you can also check it there. https://www.askgamblers.com/casino-complaints/crypto-games-io-casino-3100-usdt-withdrawal-declined

I can't upload all screenshots here.

They shouldn't have a license or any ratings beyond 0 with things like that.

Dear FAUH,

Thank you very much for submitting your complaint. I'm sorry to hear about the troubling experience you've had with the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we'd like to know:

• Could you clarify the date and time of your deposit, as well as the method used for the deposit?
• What country did you specify when setting up your casino account?
• Can you confirm if you received any notification or reason for the decline of your withdrawal, apart from the mention of VPN usage?

Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

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,

Petronela

Hello

There was missing info on the matter, sorry, attaching all the screenhots now, I can only attach 5 screenshots per message.

Dates you can see on screenshots, they are also saying that they made a refund of the deposit, they didn't, when I asked for transactions id and proof they didn't answered. So far I received 0 USDT, all happened on 11/04/2024 . I deposited using USDT Bep-20 I think.

I did not received any notification or warning about VPN usage, nor that mentioned on your portal review page of that casino, that is not even mentioned on their own website.

And beside that, I NEVER used VPN on their website, all was fully functional and available for me from Thailand, and there was no reason whatsoever to turn the VPN on.

I also want to point out that when they say that I asked support about VPN, and was warned, and all kinds of stuff, it's all a lie, I never did, they failed to provide any proof that I did (which would be very easy for them to do) that's why case on AskGamblers are closed as unresolved. All my contacts with chat support (there was only 2) is screenshotted and attached.

If you have any contacts of Costa Rica commision or know where to contact them, I would appreciate, it would help me a lot.

On my first screenshot in my first message you can see email that I received after I passed KYC (with Russian passport and Thailand IP, was no problem for them to approve my KYC whatsoever).

They are saying it was their warning, I think they should check the dictionary on this, because warning is advance notice of something, and they said it after, not before, nor their any warnings on their website about this.

Still I want to point out once again, I never used VPN on their website, only Private Mode tab in Safari, so all this makes it completely bollocks.

The rest of the screenshots.

Thank you very much, FAUH, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you FAUH for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Crypto-Games.io Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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. The casino operates under a Costa Rica license which unfortunately doesn't have an option to lodge a complaint.

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

We’ve reopened this complaint at the request of Crypto-Games.io Casino. 

Dear Crypto-Games.io Casino team,

Please respond here and/or send evidence regarding this case to my email address (peter.m@casino.guru).

I would like to point out that I never received any money back, not even the deposit, no txid was shared with me till this time, and all my addresses (Binance, 0x10486a239e734aa212f409F1854CA053C4FEd982) still remain empty.

Concerning another excuse I don’t even know what to say, it was so many of them, now it’s "multaccounts" which was never communicated before, nor with me nor in any of the complaints on this portal or AskGamblers, all is very easy to check.

Still waiting on the money, nor the withdrawal nor the initial deposit was refunded to me so far.

Just checked, they did sent to the different address, however they wasn’t responding to me so till now I didn’t know where they sent it 🤷🏻‍♂️

The main amount, 3000 usdt, still not received though, I would also like to point out that other people also have troubles with withdrawals from this "casino", also with different excuses each time.

As you can see, they now said multi accounts, before it was that "we do not accept players from Russia/Thailand", before that it was "vpn usage"

Always different excuses, always completely baseless and with 0 proof!

Still waiting on the main withdrawal amount, it’s more than 2 months now.

Hi all,

Thank you for your replies.

Dear Crypto-Games.io Casino team,

Thank you for your email. Let me ask you some additional questions. So far we have an IP match but no other information to support your claims of multiple accounts. 1. Are there any other matches besides the IP like the name, date of birth, address, etc.? 2. Were both accounts verified? 3. Which account was opened first? 4. Were bonuses activated in both accounts or what was the unfair advantage the player gained?

Hi Peter,

We would like to inform you that, per our terms, any player with more than one active account is ineligible for cashing out winnings. Only the deposited amounts are refundable. This refund has already been processed and sent to the player.

Additionally, players with duplicate accounts are not permitted to continue playing on our casino.

Please refer to our Terms and Conditions, specifically the section on Multiple Accounts and IP Address Monitoring, for more details.

Thank you for your understanding and cooperation.

Dear Crypto-Games.io Casino team,

We acknowledge that duplicate accounts are generally not allowed in most casinos, but we require evidence to confirm this as a duplicate account situation. Thus far, we have only identified an IP match, which is one potential indicator but lacks conclusive proof on its own. Please provide detailed evidence and respond to my questions above, otherwise, I'm afraid, the complaint will become unresolved.

Just want to point out that obviously I never had multi account, only 1 account was there, and I was KYC verified on the account, if I had multi account it would be impossible.

Bonuses I never use, and considering that it’s now third excuses we never heard before ( for full history you can check AskGamblers complaint from me on same amount) I think it obvious they created account with same IP themselves.

Just wanted to point that stuff out once again, sorry if it’s interrupting, and thank you so much for making this right, Peter!

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.

Hi,

All evidence has been forwarded to Peter@Casino.guru.

Thank you, Casino Guru, for consistently uncovering the truth!

Dear Crypto-Games.io Casino team,

Thank you for your email. The problem is that you still haven't answered any of my questions and haven't provided any evidence to support your (unclear) claims. Based on this, the complaint will go back to unresolved. You can request a reopen, however, we need proper evidence to do so.

Dear FAUH,

I'm afraid we haven't made any progress here. 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 might help to change the casino's approach. If the casino decides to reconsider or to provide us with relevant evidence, we will reopen the complaint, and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

Thank you Peter, I think those complaints and how the casino is responding in itself, are saying a lot, at least other players will be aware!

Thank you, Casino Guru, for consistently uncovering the truth 🙂

We’ve reopened this complaint at the request of Crypto-Games.io Casino. 

Dear FAUH,

After reviewing the additional evidence from the casino we have no other option but to reject your complaint. The evidence indicates that you opened multiple accounts and utilized bonuses, which is prohibited by most casinos. In the future, I recommend that you maintain only one account per casino to avoid issues. I wish I could be of more help.

Best regards,

Peter