CryptoReels Casino - Player's winnings were confiscated due to a rule dispute.

I played 3 tournaments which for I deposited $70 USD for I had enough money to play and buy the next tournament BEFORE I received any winnings from each previous tournament and I still had leftover deposit that at the end should’ve been wagered in the casino if requested, but instead my last winning of $150 USD was confiscated telling me that I broke the a rule that states as follows:

"Winnings from a previous tournament cannot be used to buy into another slot tournament. Tournament winnings that are generated from a previous tournament will be voided"

here is the link to the casino rules:

https://www.cryptoreels.com/terms-of-use/

So I went into my account history and i confirmed that according to the timing and rules of the casino I never bought-in the next tournament using previous tournament wins because I always bought the next tournament before receiving the prize money from the previous tournament, instead I had leftover deposit money in my account and that’s what I used.

so I had contacted the casino cashier by email and they keep on giving the same answer over and over that I broke the rule, and that’s it. Even when I sent them the precise numbers according to the account history and my numbers match and they have sent back different amounts that don’t match at all.

please help!!

your loyal customer

Dralililopez

Dear dralililopez,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you played any other games between tournaments or parallel to the tournaments?

Could you please forward me your gaming history starting from the moment you participated in the first tournament? You may request your gaming history in Excel format from the casinoand then forward it to me. My email address is veronika.l@casino.guru.

Could you please specify how many times you deposited into the casino while participating in the tournaments?

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

Veronika

Hello Veronika!

Thanks for your response and for accepting my case again, I have emailed you a copy of my records and their casino logs on an file separately, as you requested, now, answer to your questions,

1. No I didn’t play other casino games in between tournaments or parallel to them
2. I deposit only twice because the minimum by interact is $35 USD and I had enough with that amount =$70 to complete all buy ins of the 3 tournaments.

Now , I want to mention that the rule only says I’m not allowed to "BUY-INTO" new tournaments with previous winnings which I never did since I did my deposits on the BUY-IN’s and I specifically bought the each next tournament before I got the money from the previous tournament, but now they have modified the rule since they now mentioned in the last email and in an other previous email that I used the winnings for ADD-ON to the tournament specifically on the last tournament. Which doesn’t make any sense since I used the same technique for the second tournament and they didn’t confiscated that winning, only the last winning of $150…

I don’t know if I’m clear but if you need more explanation I will try to provide it.

Again Thank for your time and patience

Sincerely,

Dr Lopez

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

Hi dralililopez,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite CryptoReels Casino to join the conversation and contribute to the resolution of this complaint.

Hi Peter,

Please can you share the log Dr Lopez has provided you with?

Best regards,

The Club World Team

Hi,

The whole overview is in the player's first message, you should be able to access it. If not, I can forward it to you.

Either it isn't available to obtain from the log or it has not been provided, can you confirm which it is please?

Please send me an email address where I can forward the logs or is it the one you use for complaints?

please make sure my email does not go public, this is very important

Dear CryptoReels Casino team,

The requested files were forwarded to the email address above. Looking forward to your reply. The email address will not be published.

Hi Peter,

Please find attached the full info relating to the query. As you can see on the 10th April the player had a balance of $8, they then won a tournament worth $100. So they had a total playable balance of $108. They began to play this down and got to $42. You can see they then used their funds to enter a new tournament at a cost of $2.50. As they had not run their tournament balance down to 0 (so being left with a balance of $8) as per our terms the entry was not valid. Which means any wins would not be either. Hence why the wins from that tournament only were void. Had the player entered the new tournament when their balance was $8 or less (so all tournament balance used) then at that point only would they have cleared their tournament winnings and entered with their own balance. I hope this clears up the matter but if you have any further questions please do not hesitate to contact us.

Best regards,

The Crypto Reels Team

Thank you CryptoReels Casino team for the information.

Dear dralililopez,

Could you please react to the above?

Hello everyone!,

well it looks again that their numbers and my calculation numbers don’t match and as well I don’t see that the rule of buying in a new tournament with previous tournament founds is broken since according to them I still had 8 dollars remaining from my deposit before i bought the new tournament and the timing is very important because I didn’t use the past tournament money to buy into the new one, just to add on into the new tournament so I don’t understand the casino logic still…

thanks for your time and consideration to both of you!

Dralililopez.

Hi dralililopez,

If I understand this correctly, the problem was that the funds were mixed and that's why the buy-in was considered to be from the tournament winnings. I'm afraid I won't be able to help you with this one. Even though the rules may seem confusing, I have no other option but to reject your complaint. If you are convinced that the casino didn't act in accordance with its T&Cs, please turn to the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-4). I wish I could be of more help.

Best regards,

Peter