The player from Portugal had deposited and earned winnings of 780 euros at Cryptocleo. However, his account was deactivated during the validation process due to a self-exclusion request at Ninecasino, another casino within their group. The player had asked for his winnings, not just the initial deposit. We attempted to investigate further by asking the player to explain the circumstances of his self-exclusion at Ninecasino and to share his communication with Cryptocleo. However, the player did not respond to our messages and questions. As a result, we were unable to investigate further and had to reject the complaint.
CryptoLeo Casino - Player's account closed due to self-exclusion at another casino.
Amount: €780
CryptoLeo Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
Good day, players.
I'd like to share my poor experience with this casino.
Yesterday, I created an account for the first time on Cryptocleo. I didn't immediately validate my account.
I deposited 10 euros and played for a substantial part of the day. I played through my rollovers, unlocking bonuses, and was lucky enough to win a considerable amount, (780 euros).
I stopped playing to validate my details, but while I was filling out some information and clicked save, my account was automatically deactivated.
I tried to discuss the issue with the support team via chat, but their responses were far from clear.
From what they claimed, there was an issue related to gambling at another casino within their group.
The only thing I did a few months ago is voluntarily self-exclude from Ninecasino, simply because I felt it brought me bad luck.
Now, I have no access to my account, and I feel aggrieved. I thought casinos operated differently and now I feel like I've been scammed.
All correspondence has been less than speedy. Even creating an email ticket, which only adds to the delay in responses. In fact, since the ticket was created by the team, I've yet to receive a response.
Via chat, they suggested simply refunding the 10 euros I deposited, which doesn't make sense to me at all.
I really need help recovering my money,
and I would like to hear your opinion on this matter.
Thank you very much
Automatic translation:
Public
Public
8 months ago
Dear snak_mb,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoLeo Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain the circumstances under which you self-excluded in ninecasino.com? Specifically, have you opted for permanent or limited self-exclusion in the casino? Did you specify the reason when you requested it?
- If you saved your request, could you please forward it to me? If the casino sent you a confirmation about a self-exclusion could you please forward it to me?
- Could you please share your communication with CryptoLeo Casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
