Cryptorino.io Casino - Player's account is closed after reporting gambling addiction.

Hello, I was playing on Cryptorino and after telling about my gambling addiction on chat my account got blocked and two weeks later I can't get my funds. It is ridiculous and bit scam. I wanted to prevent me from continuing to bet not to lose all my funds.

All chats interactions close the messages. All sent emails got ignored. Simple scam.

Dear ghostingura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

When was your casino account closed?

Could you please confirm that you have passed the KYC verification?

Have you received any response from the casino regarding the manual withdrawal of funds?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello, my account was blocked on 2nd November 2024.

Since ever I received 0 answers from email and chat.

Everytime i contact chat they disconnect me like running away.

All emails I sent have no answer.

No KYC required from them, but im able to do it.

Have you received any response from the casino regarding the manual withdrawal of funds?

No responses for anything. I only got a single response on chat stating to contact support@cryptorino.io.

Evidences of contacts from my end attached.

Dear ghostingura, I checked the terms and conditions and this is what I found:

9. ACCOUNT CLOSURES

You can request to close your account by e-mailing support@cryptorino.io from the account connected e-mail. Due to e-mail being the only way to verify ownership of the account, requests made in live chat cannot be processed.

An account that is closed forfeits the remaining account balance and any cashback, rakeback or bonus payments that is added to the account balance. It is the players' responsibility to make sure all transactions and bonuses are fully completed before closure. Closure requests may take up to 24 hours to be processed.

Your account will remain open until you have received written confirmation by our agents that it has been closed. All wagers lost before the account closure is confirmed in writing will be handled as legitimate losses. A closure request will be cancelled if a player contacts the support with a cancellation request before the account closure has taken effect. Users can request to re-open a closed account after a mandatory 24h cool-off period.

Players cannot set custom closure periods. Verified accounts can request account re-opening via e-mail, VIP support or live chat.

Is it possible that this is your case and that the remaining funds in your casino account were forfeited at the time of the account closure?

I dont think it is possible and ofc it is not reasonable an makes no sense. I'm addicted, I request to block my account in order to prevent me from losing my funds... not to forfeit my balance. Casino do not reply any email.

Please contact them on my behalf becase they ignore all my emails and it really seems as a scam.

Dear ghostingura, please forward your self-exclusion requests and any related communication with the casino to my email: dominika.l@casino.guru.

Dear Dominika, unfortunatly the only self-exclusion request was made via chat and I haven't any screenshot of it. all sent emails are being ignored by them. I just want my funds. Can you contact casino?

Thank you very much, ghostingura, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ghostingura,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Cryptorino.io Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representatives through their official customer support email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

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.

so its ended, right?

Dear ghostingura,

I have made multiple attempts to contact the casino but, unfortunately, have not been successful. Without their cooperation, there is little more that can be done. Since the casino holds a Costa Rican license and does not refer to any ADR service, there is no gaming authority to escalate the matter to. A Costa Rican license is widely seen as unreliable due to its lack of strict regulations, player protections, and oversight.

As a result, I will mark this complaint as "unresolved" in our system. While I understand this is not the outcome you hoped for, the casino’s lowered rating from unresolved complaints may encourage them to change their practices. Should the casino respond in the future, we will reopen the complaint and notify you by email.

For the future, I recommend selecting casinos based on trusted reviews and ratings to avoid similar issues. I regret that we could not provide a better resolution this time.

Best Regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of Cryptorino.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Cryptorino.io Casino,

Could you please share your your position on this matter in the complaint thread?

Thank you.

To make it clear they allowed me to open 3 accounts. One of the accounts still have funds on it. They closed that account without processing my withdraw with my pending balance on it.

If possible refund me the deposit sum made after Cryptorino realized im addicted. I always use same IP, same device, same identify same wallet etc

Hello,

Apologies for the delayed reply.

The user in question had opened several (at least 5) accounts with us, therefore breaching our Terms and Conditions.

5. ANTI-FRAUD POLICY

Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device. We must be informed by the respective Accounts’ holders. You shall not provide access to your user account or allow any third party use of the website including but not limited to minors.

It is also stated in our terms that the user needs to request a withdrawal of their funds prior to requesting the closure of the accounts.

We have sent you proof of this via email.

Dear Cryptorino Support,

I am writing to formally dispute your decision to withhold my funds and close my account in violation of your own Terms and Conditions.

• Violation of Your Own Terms

I requested my account closure via email 9 days prior, as per your Terms and Conditions. You ignored my request, which is a clear violation of your obligations.

My account was instead closed via chat, which is not the proper procedure stated in your Terms.

• Withheld Withdrawal Request

Before my account was closed, I had already requested a withdrawal, which was never processed.

Your claim that I needed to request a withdrawal before closure is irrelevant because I had already done so.

Blocking my access and confiscating my funds without processing my withdrawal is unlawful and unethical.

• Negligence Regarding Gambling Addiction

You were fully aware of my gambling addiction and allowed me to open multiple accounts and continue depositing, despite using the same IP, device, identity, and wallet.

If multiple accounts were an issue, you should have enforced this rule before taking my deposits, not conveniently after I requested to stop gambling.

At the very least, I demand a refund of deposits made after you became aware of my addiction, as allowing further deposits after acknowledging an addiction is highly unethical.

• Unfair Account Closure & Fund Confiscation

It makes no logical or ethical sense for a user to request account closure just to have their funds confiscated.

Your refusal to return my balance is an outright abuse and could be seen as fraudulent behavior.

If my funds are not returned, I will have no choice but to escalate this matter to relevant regulatory authorities, consumer protection agencies, and gambling complaint platforms.

Hello Jorge,

Thank you for your reply.

It is true that account closures normally need to be requested via email, as the request needs to be sent from the email address registered with the account. As you enter this information yourself when you enter the Live Chat, confirming that you are the account holder is not possible. We of course want to confirm that the individual asking us to close an account is the account holder to the highest possible degree.

In this instance, there were multiple indicators that could have led to the account closure, primarily opening of several accounts.

We must also stress that withholding the funds is not because you did not request a withdrawal (there is no sign of a cancelled/unsuccessful withdrawal on the account linked to this email), this was done because you opened four accounts with us in the span of 7 days which is a severe breach of our terms and conditions.

You mentioned that you used the same IP address when creating the accounts, but our analysis showed that you had used 414 unique IP addresses over the five accounts.

Since we do not ask our players who adhere to our rules to provide KYC, it is the player's responsibility to not abuse the anonymity we provide and create new accounts with different emails and under a different IP address.

We have provided the necessary information to CasinoGuru and will await for their judgement on the matter.

I appreciate your response but must highlight several inconsistencies in your reasoning and enforcement of terms:

• Contradictory Enforcement of Multi-Account Rules

You claim I violated your Terms and Conditions by opening multiple accounts, yet:

You only enforced this after I attempted to withdraw my funds, not when I was depositing.

If my activity was a "severe breach," why was it allowed to continue until I stopped gambling?

If 414 IPs were truly used, this further proves negligence on your part—why were deposits allowed under such conditions, but withdrawals blocked?

• Negligence Toward Gambling Addiction

You allowed deposits despite:

Repeated transactions under the same identity, device, and payment method.

My explicit request for account closure due to gambling addiction, which was ignored.

Failing to prevent further deposits despite knowledge of the issue.

If my actions were against your terms, why did you not prevent further deposits? This selective enforcement is ethically questionable and exploitative.

• Account Closure Procedure Ignored

I followed the correct procedure by requesting account closure via email nine days prior, which was ignored.

Instead, my account was closed via live chat, which you now admit is not a valid closure method.

If chat closures were invalid, why was my account closed at all?

• Failure to Process Withdrawal Before Closure

You claim there is "no sign of a withdrawal request," yet I made one before closure.

Whether the request was processed or not is irrelevant—your terms state I must request withdrawal before closure, which I did.

I recently received an accusation stating that I have used 400 different IP addresses (what? 400 IP for 5 accounts) on your platform. I want to clarify that I have never played from multiple IPs. The only time I used a VPN was to access your chat support, as I was repeatedly IP-blocked from using it.

As you may be aware, every time I requested the withdrawal of my funds, I was blocked from accessing chat support. This left me with no choice but to use a VPN to communicate with your team, as all my previous emails regarding my funds remain unanswered to this day.

I kindly ask you to review my case objectively and provide a fair resolution.

Dear Cryptorino.io Casino,

I have responded to your email with additional inquiries regarding this case. Please review and provide your response at your earliest convenience.

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.