Home Complaints CryptoThrills Casino - Player's winnings have been voided.

Amount: 260 mBTC

CryptoThrills Casino - Player's winnings have been voided.

CryptoThrills Casino
6.5/10 Good reputation
Submitted: 16 Sep 2020 | Unresolved : 11 Oct 2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

144 days ago - 11 Oct 2020

The player's winnings have been voided due to breaching casino terms.

Public

CryptoThrills casino refused to pay my 260mB withdrawal with a totally shady and made-up sounding excuse about claiming that my IP changed. I'm not that technical a person to understand all the circumstances how IP address may change.


I played all the time from the same location. I used two different computers for playing, whichever was free for me to play.


I don't find that changing from one computer to another would be against their terms. And even if my IP actually changed at some moment, I don't see that it is against the terms and a reason to confiscate my winnings. Their terms don't say changing IP is against the rules.


I use the same Wifi/Ethernet connection with both of my computers.


CryptoThrills accusations about different IP addresses strongly sounds like a ridiculous excuse and a trick to avoid paying.I totally doesn't make sense. I'm starting to lose my trust to this site.


Public

Dear Tondi,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. I've found this in the casino terms:

"3.5. Should any player be found using a VPN, all winnings resulting from it will be made null and void."


If your IP was different it's most likely that the casino thinks you used VPN program. Allow me to ask you a few more question before we would try to contact the casino. Can you please advise if you haven't try to login into your casino account from different location, mobile or your PC somewhere else for example? Did the casino voided all your balance? Are you still allowed to login into your casino account?

Looking forward you answer.

Best regards,

Nick

Public

Hello,


I absolutely 100% sure didn't use VPN. I didn't log in anywhere else than on either one of the two computers at home. CryptoThrills voided all the possible balance that I was able to withdraw after completing the bonus wagering, amount was mB260. I can log in to my account still but for obvious reasons only a totally fool would continue a customership with CryptoThrills casino after an act like this if the casino won't correct it soon, preferably apologize and process the withdrawal. This is scary and shady.

Public

Thank you very much Tondi for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Thank you so much for looking into this case. I greatly appreciate it. I haven't ever in my life encountered anything like this from a casino. I just talked with the person representing the casino, Joshua Cain, on the chat. He very arrogantly didn't and wouldn't state any factual reason why they won't pay my winnings. This time they didn't talk about this unfair VPN accusation anymore, but they just chose: not to pay. It's just their whim - in their minds the player has nothing to say. Honestly, now that the word spreads of what they are, who on earth wants to play there anymore? Absolutely no one in their straight mind.


I don't want to sound too hateful or anything over the top towards them, and I will still wait for your effort of arbitration, but I'm very near seriously saying and spreading the word- for the sake of all the casino players that this site is a scam. There just absolutely isn't any other way to put it if they won't pay this completely legitimate and fair winning. My play and bonus wagering wasn't a slightest from of breach of terms.

Public

Hello Tondi.

Im very sorry that you have a troubles with a withdrawal. I want to invite the casino representatives into this discussion to clarify what happened.

Public

We would like to ask the CryptoThrills 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’.

Public

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.


I am very sorry Tondi, we hope that casino will reopen your complaint later.


The casino can reopen this complaint anytime.