The player from Germany had won 4 times playing Blackjack at an online casino, but hadn't received his stake or the winnings. Despite having raised the issue, the casino had been unresponsive for over 20 days. The player had confirmed the exact dates of the rounds and stated that he hadn't received the winnings or the credit he used, despite having an active credit and no active bonus. We had asked for his full game history for further investigation but received no response. Consequently, we had to reject the complaint due to lack of necessary information.
CryptoBetSports Casino - Player's winnings are not credited.
Amount: €400
CryptoBetSports Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I played and won 4 rounds of Blackjack where I wagered 4 times with 50 euros each. Unfortunately, I have neither received the stake nor the winnings.
The casino has been unresponsive to the issue for over 20 days. No answer has been received.
Lucky Streak
Round 1
I won the round but didn't receive my winnings
Player ID: 7
Round ID: 51834505
Round 2
I won the round but didn't receive my winnings
Player ID: 36
Round ID: 51835307
Round 3
I won the round but didn't receive my winnings
Player ID: 36
Round ID: 51865280
Vivo Gaming
Round 4
Player ID: 17161239
Round ID: 1705831114007
Table ID: 18
Automatic translation:
Public
Public
9 months ago
Dear xxcc86,
Thank you very much for submitting your complaint.
I'm sorry to hear about the trouble you've encountered with the online casino regarding the unprocessed winnings from your Blackjack rounds.
To assist you further in resolving this matter, could you kindly provide us with the following details:
- Can you confirm the exact dates when these four rounds of Blackjack took place?
- Were your bets deducted from your active balance and winnings never paid or the entire rounds were cancelled.
- Is there any additional information regarding your account or gameplay history that you believe would be relevant for us to know?
If you have any relevant communication logs or documents related to your interactions with the casino, please don't hesitate to forward them along with your game history to petronela.k@casino.guru for our review.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Hello,
Rounds 1 and 2 were on January 20th and rounds 3 and 4 on January 21st
The rounds were played to the end and the game showed me as "Round won" but I did not receive the winnings or the credit I had used. There was active credit and no bonus active
Automatic translation:
Public
Public
8 months ago
Hi xxcc86,
- Is there any chance that you could request your full game history from the casino and forward it to me at your earliest convenience?
Thank you.
Public
Public
8 months ago
Dear xxcc86,
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.
Public
Public
8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
