CryptoRush Casino - Player’s account is closed after a withdrawal issue.

Dear superalaa6,

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 clarify the situation.

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

Do I understand correctly that your withdrawal of $7000 was processed just yesterday, on 23 August?

What was the reason the casino blocked your account? What was the balance in your account when the casino blocked you?

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 Mrs Veronka i send to them all documents they requested it then they told me wait the email said to you that withdraw is completed so i received this email yesterday and the amount not credited in my wallet address...even in website casino its changed from pending to completed and after told them ( i get email about my withdraw is completed but iam not received my money in my wallet) they blocked me instant and logout when try to login said (user disable) ..and my all balance was 8150$ after submitted order withdraw 7000$ still 1150$

They blocked my account with no reason

Hi i get email from that they told me we blocked your account because you play unfair slot games and i was play slot game just 1 time and loss to much then back and play live blackjack from pragmaticplay

Also iam never ever use any bonus or free spins

Also after my 3445$ withdraw complete i play just 6 games blackjack live then made new withdraw with 7000$

They just cheat me and they don't know what to said

Thank you for letting me know. If you have any other communication or evidence that could be relevant to the investigation, please forward it to me at veronika.l@casino.guru. Thank you.

Hi Mrs Veronika i don't have any other screenshot for my account as they closed it on my face without any reason..and iam sorry for tired you with this case

Thank you very much, superalaa6, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you superalaa6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CryptoRush Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear superalaa6, the casino has provided us with a report from the game provider about your gaming activity in which you have used unintended exploits that led to your winnings. Due to that reason, your winnings have been confiscated and this issue has been fixed from the game provider's side. Unfortunately, with this in mind, the steps the casino has taken are justified and there's not much else we can do to assist you. Due to that reason, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter