Cryptorino.io Casino - Player's account is frozen, delaying withdrawals.

Me registré en el casino Cryptorino, realicé un depósito de 1000 USDT y empecé a apostar en eventos de tenis. Tras ganar algo de dinero, solicité un retiro de 400 USDT, que fue procesado sin problema. Días después, intenté retirar parte del saldo restante, pero el retiro fue cancelado y mi cuenta quedó bloqueada. Hay unos 1400-1500USDT que todavía en la cuenta.

Tras esto, recibí un correo solicitando documentos para verificar mi identidad: prueba de identidad, un vídeo con una frase proporcionada por ellos, prueba de dirección y prueba del método de pago utilizado. Envié todos los documentos de inmediato, pero ha pasado más de una semana y no he recibido ninguna respuesta ni actualización.

He contactado varias veces con el soporte por chat, pero solo me indican que "debo esperar", sin ofrecer ninguna solución concreta. Solicito asistencia urgente para desbloquear mi cuenta y recuperar el saldo pendiente.

Dear Bogizete,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.

When was the last time the casino communicated with you regarding the verification of your account?

Have any of your documents been approved and verified?

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

Hola Verónica, gracias por tu respuesta.

Te acabo de enviar los documentos por correo.

La última vez que se comunicaron conmigo fue el pasado miércoles 19 de Marzo, cuando me bloquearon la cuenta. Desde entonces, he estado comunicarme con ellos pero me han ignorado y no he recibido ningún tipo de respuesta. (El chat en vivo es completamente inútil). No sé si alguno de los documentos han sido verificados ya que, como digo, ni me han respondido ni puedo acceder a mi cuenta. Mi dinero está en el limbo.

Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru. Thank you for your cooperation.

Hola Veronika, te lo acabo de enviar.

Thank you very much, Bogizete, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello, Bogizete! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

-Mensaje recibido del casino:

"Your betting behaviour was flagged as suspicious by our Sportsbook provider and upon further investigation of both your account and betting activities with our Sportsbook provider, it was determined that you have breached our Terms and Conditions.

For this reason, your account that is registered to this email address will be closed permanently. All the funds and pending bonuses have been forfeited."

-Mi respuesta y reclamación:

El casino ha cerrado mi cuenta sin ningún motivo. Me acusan de haber incumplido sus Términos y Condiciones, pero no me dicen qué norma he incumplido. Les envié todos los documentos que solicitaron de forma inmediata y siempre aposté dentro de los límites de su plataforma.

Simplemente gané dinero y ahora, en lugar de pagarme lo que me corresponde, deciden cerrarme la cuenta y quedarse con todo mi saldo. Esto es una práctica abusiva y completamente injusta.

Esto no se puede permitir. Quiero que el casino me diga claramente qué término específico he incumplido y que aporten pruebas de dicho incumplimiento. Espero que desde Casino Guru me puedan ayudar a que den la cara y no sigan estafando a más personas.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team