CryptoThrills Casino - Players’ winnings from a bonus have been confiscated.

I had initially registered an account and completed bonus playthrough and was only paid 10mbtc when I should have been paid 20mbtc. I have attached the screenshot of bonus used.

Thereafter I was given a 26mbtc management bonus again with a cashout multiplier of x5 bonus. I wagered the bonus and had a cash balance of 100mbtc...92 mbtc was then confiscated and a small balance was paid.

The bonus had a cashout multiplier of x5 and therefore the full amount should have been paid after wagering was completed.

They owe me a balance of 100mbtc.

Please assist.

Username was DESHEEN59 and my player acc is locked

Dear Desheen,

Thank you for submitting your complaint. I am sorry to hear about your unpleasant situation. Could you please answer a few questions, so that I can fully understand this issue? Could you please confirm if the casino has already verified your account? Which bonus did you play with? Also, are you aware of the maximum bet allowed when a bonus is active? Lastly, did the casino explain the reason why they blocked your account? Sometimes, it is possible that casino emails end up in the spam folder, so please check there, too.

Please get back to me with the responses to the questions above.

Best regards, Satrio.

Hi,

Thank you so much for your response,much appreciated.

I have registered this matter with lcb as well.

Please have a look at the thread:

https://lcb.org/onlinecasinobonusforum/player-complaints/re-crypto-thrills-casino-promotions-and-bonuses/msg479049#msg479049

The casino said they closed my account because I did not follow some term but did not specify.

I have attached the bonus used above and it's clear that I should have been allowed to cashout 17mbtc.

I then deposited and thereafter was given another bonus with 40x wagering and a 5x cashout multiplier.

The bonus was 26mbtc given by casino management and based on the 5x multiplier I should have been allowed to cashout 130mbtc but they stole 92mbtc when I had a balance after wagering of 102mbtc.

The bonus was a special bonus given and had no restriction apart from the 5x cashout multiplier.

They had not verified my account as they said they do not need any verification docs.

They have paid out my winnings on 2 occassions but those winnings were not the full amount.

I had not breached max bet rules as well.

My issue here is that the 1st bonus winnings were paid partially but not in full.

The second bonus winnings were 102mbtc with max cashout of 130mbtc as it was 26mbtc x 5 multiplier = 130mbtc but only 10mbtc was paid.

No terms were breached

Kindly assist, thanks.

Hi Satrio,

Any news as yet from the casino?

Thank you

Hi Casino Guru,

Please advise on the timeframe that it would take to get this query resolved?

Thanks

Dear Desheen,

Apologies for the delay. We are now waiting for feedback from the casino.

Regards,

Hi,

Is there any way we can speed up this process?

Is there anything I can do on my side, provide more evidence etc?

Hi Desheen,

We are still waiting for the casino to provide us proofs to support their claims. In the meantime, could you please forward an email from the casino to me (satrio.y@casino.guru)?

Regards,

Satrio,

I trust you are well?

Has the casino responded as yet as I see the time has lapsed even though you had given them a week to respond.

Thank you for your assistance and looking forward to your feedback.

Hi Desheen,

I have your email replied and extend the timer as the casino prefer to communicate with us through email.

Regards

Hi Satrio,

The timer had already run out and it has been a week already, why is the timer reste again.

My apologies, but have your recieved any response from the casino as yet?

One week was more than enough time,now its another week,why?

Can you not just blacklist them on this forum as they are clearly not stresses about resolving this quickly.

Hi Desheen,

Please check your email and get back to me as soon as possible. Let's hope together that they care about their online reputation and will try hard to resolve your case in a fair manner.

I have responded with the required document. Thanks

Dear Desheen59 and Casino Guru members
 

First and Foremost, we would like to thank you for your feedback

Desheen59, we have had a look at your withdrawal queries and can confirm that the amounts processed are correct as per the Casino’s Terms and Conditions which you have agreed to.

With regards to your first withdrawal:

You won 4.14mBTC (on a free bonus) which you played up to 21.44mBTC, you thereafter went on to complete a withdrawal, at which point the system prompted you to forfeit the bonus amount of 4.14mBTC in order to complete a withdrawal of 17.30mBTC. From the 17.30mBTC the most you can receive is 10mBTC (as per the Casino’s Terms and Conditions) I do see that this amount has been paid to you and it is correct.

With Regards to your second withdrawal:

You made a deposit which is required ( as per the Casino’s Terms and Conditions) to be paid for the First withdrawal which was won of a set of free spins as stated above, You did not claim a match bonus on the deposit made and had already played the deposit down to a nil balance, You then contacted my Support Team asking for a match bonus, This was explained on chat why a match bonus cannot be credited at that point, however as a goodwill gesture my Support Team had credited a Free Bonus of 26mBTC to your account, which was then played to a balance of 102mBTC and withdrawn,

Now referring to the Casino’s Terms and Conditions on both withdrawals mentioned above, All Free Bonuses, Free Spins, Loyalty Point Claims and Tournament wins carries a maximum withdrawal of 10mBTC which can be found here - https://www.cryptothrills.io/terms-and-conditions

Should you require any further explanation, please contact my Support Team and we will arrange for a Support Manager to have this explained to you telephonically

Kind Regards
Crypto Thrills Support Team

The withdrawal amount was not correct as the the first bonus was an exclusive bonus with specific terms which overrides the general terms.

As per the attached the bonus has a 5 x bonus max cashout and as this agrees to point 5 of the casino terms.

Specific promotions have specific terms which was the case with both bonuses taken.

Hi Desheen59 and Casino Guru members,
 

Thank you for your feedback, and I apologize for the length of time this query has taken to be resolved.
 

Desheen59, I’ve made sure that your outstanding 7.30mBTC was processed immediately. It should be reflecting in your wallet already.

The Terms and Conditions in regards to free spins bonuses which carry a cash out multiplier are currently being reviewed, to explain in greater detail and avoid any further confusion.

Kind Regards

Crypto Thrills Support Team

The complaint has been reopened due to a submitter's request and we would like to give it a chance for a successful resolution.

Hi Desheen59 and Casino Guru Members,
 

We would like to thank you for your feedback.

Desheen59, your first withdrawal was paid in full.

With your second withdrawal, this was winnings generated from a free bonus, which was given to you by our casino support as a sign of goodwill. Such free bonuses carry a 10 mBTC max withdrawal.

You were paid that 10mBTC amount too.

Kind Regards

Crypto Thrills Support Team

My first winnings was generated from free spins and second from a bonus.

I have spoken to management and some of the licensing authorities and they have informed me that I am entitled to the full payout even on the second bonus.

That bonus had a max cashout of 5 x bonus amount and that was what was left in my account after cashing out the bonus.

You can check what was left after cashing out the bonus and as we all know that you system automatically adjusts the withdrawable balance after wagering.

I am entitled to the full 92mbtc and not just the 10mbtc that was paid out.

MAIN POINT HERE IS TO CHECK THAT SPECIFIC BONUS TERMS AND WHAT WAS LEFT UPON CASHING OUT THAT BONUS.

You should take a bonus and you will see that the system with automatically adjust your balance upon cashout based on the terms of the bonus.

I AM ENTITLED TO THE FULL AMOUNT AND WILL NOT SETTLE FOR ANYTHING LESS UNFORTUNATELY 

Hi Desheen,

Apologies for the delay. Based on our investigation regarding this case, as your winnings from the second withdrawal was generated from a free bonus, which was given to you by the casino support as an act of benevolence. From this, we have decided to concede from this term below:

"5. Player who have previously made deposits and have won using a free funds offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of 10 mBTC applies"

In this instance, I am sorry for not being able to help you further. Furthermore, from the other forum, it is indicated that you considered this issue as resolved (https://lcb.org/onlinecasinobonusforum/player-complaints/re-crypto-thrills-casino-complaint-34019/75#forum)

We also have been provided with enough information and evidence on behalf of Cryptothrills Casino management in regard to this complaint to confirm and justify the casino actions. Unfortunately, we have to reject this case.

Best regards,

Satrio