CryptoThrills Casino - Player’s winnings have been voided.

I had a bonus and i met playthrough requirements and after had money in my cash balance played some more and requested a withdrawal which sat for 2 days then now its not showing and i contacted them and they said i lost it bc i had a max bet but it was my own money not a bonus or free spins that i was playing with

Dear frankvito832,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„13.7.1 When a bonus is active, the maximum bet amount allowed is 1 mBTC. Exceeding this bet amount could result in winnings being forfeited."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

first the amount on the complaint is wrong it for around 896 us dollars it for 19 mbtc whatever thats comes out to and I wasnt on a bonus i met the playthrough requirements and the rep told me its bc i bet to much and you cant bet over that amount no matter what which isnt true i sent my convo to the email yall have provided

I understand. I have checked the general T&Cs once again and found a rule about the maximum bet for the real money play:

"5.7 Max Bet

The maximum bet amount allowed is 1 mBTC/33 mBCH/147 mLTC. Exceeding this bet amount could result in winnings being forfeited. This includes double-up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black. Players are limited to bets that do not exceed 0.86 mBTC/29 mBCH/126 mLTC per round and 0.054 mBTC/1.82 mBCH/7.93 mLTC per line when playing with an active bonus. Any bets that exceed these limits will cause all winnings to be void."

However, I would like to emphasize that not only the maximum bet rule should be enforced at software level but also not applied to the real money play at all.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

PS: I have corrected the disputed amount from $90 to $896.

Hello frankvito832,

I have reviewed your case and understand the situation. Casinos can, of course, form their own T&Cs and set their own rules regarding gameplay. However, we strongly disagree with the maximum bet rule for regular play and find it unfair. I will contact the casino to see if I can help.

We would like to invite CryptoThrills Casino to join the conversation and participate in the resolution of this complaint.

Thank you so what is my next step in this process. I completely understand sites have terms and conditions but to me its very sketchy that they would have a rule like that but in turn let you bet over that amount why dont they have a cap on the betting or at least a warning that warns players betting this amount may result in you forfeiting your winnings its a very shady pratice

Also I want to thank yall for even looking into this for me.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear frankvito832,

I have tried to contact the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is not much that we can do without their cooperation.

As mentioned previously, we find the use of a maximum bet rule very unfair and even predatory when it is applicable to real money play.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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.

I wish I could be of more help.

Best regards,

Adam