CryptoThrills Casino - Player’s withdrawal has been cancelled.

I had made several deposits to CryptoThrills Casino and finally I was about to withdraw my very first time after making some winnings.

Then suddenly the casino made a so-called "correction" to my account statement after the withdrawal had been pending a few days/weeks maybe. They removed all of the withdrawal amount and didn't pay out anything. The maximum amount I was allowed to withdraw according to their terms was 260 mBTC. The rest of my balance 42 mBTC was rightfully removed, I have nothing to complaint about that, because it was in the terms and expected.

There was no right to remove my withdrawal amount 260 mBTC though according to their terms. I contacted them and I didn't understand any reasoning at all why they didn't process my withdraw but instead confiscated it. The casino doesn't reply to me about this case anymore. As far as I understand they didn't give any reason for the non-payment. They just said something like "sorry, about that you didn't get your withdrawal, but they can't do anything about it". That's about it.

A minor thing on top of this, just to mention. A week before my withdrawal request they sent me an email promising me an Amazon gift card, since I was so good a customer and didn't make any winnings at all, not even one withdrawal but many deposits. Some kind of consolation gift? Needless to say, after these months, no gift card was sent to me. That was kind of a bad joke, but I don't care.

Could you at Casino Guru kindly check this case? Could this CryptoThrills be a totally fraudulent casino site for example, or what is going on there? It surely seems to me like a 100% scam.

Dear Mirohi,

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. Have you accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully in the past? Please forward it along with any relevant communication to petronela.k@casino.guru. Do I understand it correctly that your winnings have been cancelled and deposit put back to your account? Is your account still accessible and deposited funds available for a withdrawal?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I played with a deposit bonus and completed the wagering requirements. They never asked any verification at any point. My winnings and also my deposit was confiscated with it. I can access my account still, but the casino took my deposited funds to their own pockets too, as I said, so no deposited funds left to withdraw.

I will try to check if I have any communication record left still...

How much you have deposited and which exact bonus you have redeemed?

My deposit was 11 mBTC and the bonus code I used gave me 39.05 mBTC bonus.

To sum up everything before we’ll contact the casino, you have deposited 11 mBTC and received 39,05 mBTC bonus. After you’ve completed required wagering the amount of rewarded bonus was removed from the winnings and 260 mBTC became available for a withdrawal. Unfortunately, you have never received this payment as it was voided later without further explanation, is that all correct? 

That is correct.

Thank you very much, Mirohi, 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.

Hello Mirohi.

Because this case is very unclear, I would like to ask casino representatives to give me a hand and explain to us what happened.

Another thing is that if you never make KYC check, that might be a reason why the casino didn't pay you winnings. But let's wait on casino response.

Ok, thank you for your effort. CryptoThrills never asked verification.

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’.

Hi there,

After a very thorough investigation, it was found that the terms and conditions were breached. Should you require any further information on this, kindly contact Customer Support on Live Chat or via email.

Regards,

CryptoThrills

After the above CryptoThrills message here, I went to their online chat and asked the following:

My last withdrawal was confiscated by your casino. I was told in a dispute on CasinoGuru that terms and conditions were breached, but nothing else. That doesn't help me to understand anything. I don't want to breach anything so please tell me what actual deed and act was there that breached the terms and how?

But I didn't get a response. The chat agent ignored me after the question.

Hi there Miro,

There was a connection issue with your earlier chat. Support have emailed you directly.

Regards,

Cryptothrills

CryptoThrills emailed me telling that there was a breach in clause 10.6 of their terms, but they didn't still specify what exactly was the problem with my gameplay. I asked the following:

Could you kindly tell which part of the clause 10.6. was breached? Did I put too high a stake?

The rule 10.6:

Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets (example: placing bets on 25 or more numbers on a Roulette table) or hedge betting, shall all be considered irregular gaming. Other examples of irregular game play include but are not limited to, placing single OR multiple bets on a single game equal to or in excess of 30% of the value of the bonus credited to the account until such time as the wagering requirements for that bonus have been met, or doubling up on consecutive hands on a Blackjack game. Should the casino deem that irregular game play has occurred; the casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

I would like to ask casino representatives to clarify what exactly Mirohi breached. Please support it with proofs. (game logs) You can use my email: (matej@casino.guru) 

Thanks

Hi,

I just had a conversation with CryptoThrills chat agent yesterday. They still didn't say what in my game play was supposedly irregular, but now they made a remark about my ip address, though I don't or didn't ever use a VPN either. After that they asked me to send my id documents and promised to reply by email today.

I will send the chat conversation to matej@casino.guru.

Hi there Miro,

Your documents were received and are currently with the reviews team. As soon as we have feedback, we will be in touch again.

Regards,

CryptoThrills

Thank you for an update. We will wait for the outcome.

CryptoThrills sent this message by email:

Dear XXXXXX ,

Thank you for sending us your documents.

The reviews team have provided us with feedback that you have changed your address since your account was registered and the document you sent was received. (XXXXXXXXXXXXXXXXXXXXXX).

We will need a valid reasoning for this. We will also need proof of your previous address at the time of your withdrawal (XXXXXXXXXXXXXXXXXXXXX).

Once this is received, we will send it through to the reviews team again.

I look forward to hearing from you.

Regards,

Kim

Just now I sent CryptoThrills this email:

Hello,

as requested here is an older utility bill to my old address. By reasoning, if you mean the reason for the different address, it is moving to live in a new apartment.

Hi all,

Thank you. It has been received for further review.

Regards,

CryptoThrills

Let's then wait until we received new info from the casino.

Still today CryptoThrills hasn't replied what I supposedly did in my gameplay that was against their terms and conditions clause 10.6. And they were the ones bringing it up that precisely this clause was breached.

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’.

I received this answer:

We have reviewed Miro's game play, and it has been noted that the player activity is to his own benefit. He places small bets on low wagering games until he wins big, then moves on to slots to complete the wagering. This falls into the category of "irregular game play" as he is manipulating the games in the casino to his own advantage. Based on this, his withdrawal has been removed and the account will remain open, however, game play will be reviewed regularly.

Hi,

ok then. Now I know that playing how I played wasn't allowed. It took ages for them to tell it though, but I'm satisfied with it now because they told me the reason why they won't pay. On the other hand it took way too long and hard route for them to clarify it. Not well handled from them.

I am sorry, but we disagree with the statement of the casino.

First of all, there is nothing like that in their terms and conditions.

This falls into the category of "irregular game play" - Why? Basically, everything can fall into this category by casino definition.

Most of the players if they win on table games bigger winnings they will go to slots to wager it because it is faster and not because of advantage. Please tell me the mathematical advantage of such action?

If the casino wants to prevent such actions, then it's simple:

Make separate bonuses for table games and slots, where it will be clear that players can use only slots/table games to fulfil the wagering.

From where could Mirohi knows that by irregular gameplay, you mean that he cannot switch to the slots for completing the wagering.

I am sorry, but we cannot accept your statement as an excuse for confiscating Mirohi's winnings. It is in direct contradiction with our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos

I want to give CryptoThrills casino seven days for reconsidering their decision.

Ok, I just noticed you disagreed and asked the casino's reconsideration. Of course, not specifying what play is ok and what isn't doesn't inspire confidence. I agree that they can use that term to their advantage in a fraudulent way . I also totally canceled my further play and customership in CryptoThrills because of this case. I had enough.

Because we didn't receive any answer from the casino, we are closing this case as unresolved. We explained above why we consider the rule what casino use as predatory and also explained how a casino should prevent the same situation happen in the future. I am one more time sorry, Mirohi, that we were unable to help you. I hope you will find a better casino where the rules are set clearly and fairly.