CryptoWild Casino - Player’s account has been blocked.

Good day. I opened an account in Bitcoin currency (I made all deposits from my Bitcoin wallet, I also made a conclusion to it) in a cryptowild casino, took a bonus on my first deposit (I lost it). I made the following deposits without a bonus. All bets lost at 0.8-3 dollars and I bet the last 10 dollars, and caught x180. Then he continued the game reaching a balance of 0.25 BTC. And set the output to 0.03 btc. And left the casino.

The next day, June 4, I read a letter that you need to fill in the data, send your passport and selfie with the date and name of the casino. I sent them 2 selfies and a passport, as they requested. And he continued the game after losing to 0.18 BTC

The next day, 05.06 I checked the mail, there were no letters from the casino. Tried to log into the account gives an error that the account is blocked. I wrote in a chat they told me that my account was blocked due to duplicate account. I did not create other accounts with them, and I made the gain from the last money in the account, playing without a bonus in bitcoins. They told me to wait while the head sends me a letter, with explanations and explanations of my ban.

06.06 I checked the mail, there are no letters from the casino. I turned to the chat again to find out how long to wait, they told me that they again made a request to the head. And so I can duplicate the request from email. I sent an email to the e-mail, but my mail gave an error that this mailbox is not available. I wrote about this error in the chat, they said thanks, we will solve the problem of inaccessibility of mail.

07.06 My mail is empty again, in a chat they told me that they sent another request to the head to answer for what reason and for what they banned me. They said to wait, that this is because of the weekend.

06/08 Mail is empty again, I unsubscribed in a chat, waiting 20 minutes for an answer. They said your account is now banned for fraud, although before they wrote that there were duplicate accounts. I asked about the letter from the head and why now is another reason. They closed and left the chat because of this the screenshots of the latter could not be made.

My summary:

He played in bitcoins, took only the bonus on the first deposit that he lost. Verification passed. I have no other accounts in this casino. Winnings made without active or other bonuses. I did not violate the rules of the casino.

The casino does not make contact, changes the reasons for the ban over time, does not want to provide evidence or anything to me and closes the chats.

I ask you to consider this complaint at the cryptowild.com casino or, if possible, suggest where else you can go (under license or how else). For me it looks as strange as possible that when you win, the casino can block any account without writing specific reasons. And just ignoring it. I really hope for your help

Dear Денис,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and this is what I found:

"Each player can create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead to termination of all such accounts. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Disposable email addresses are not accepted.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

Your account can be marked as duplicate even when someone from your household or the same IP address creates account in the same casino. Are you sure you are the only one having an account here?

Additionally, if you received any other messages from the casino in addition to attached screen shots, do not hesitate to forward them to my email address kristina.s@casino.guru, or post it here.

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

"Your account can be marked as a duplicate, even if someone from your family or with the same IP address creates an account in the same casino. Are you sure that you only have an account here?"

I have one special e-mail (it is indicated with you) for registration and playing in a casino. So that spam from them and everything else does not interfere with the necessary non-casino letters.

Other relatives do not play and they do not have accouts. I have only one account registered on May 30th.

I sent you a screenshot of registration at their casino and a request for verification from them by e-mail.

Thank you very much Денис for your reply and email. I will now transfer your complaint to my colleague Juli 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 Денис,

I looked at your complaint and will do my best to help you. I would like to invite CryptoWild Casino into this conversation. I would like to ask for supporting evidence proving that this player has multiple accounts. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

Unfortunately the casino hasn’t provided any answer on this case yet. I would like to ask CryptoWild Casino to reply on 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’.

Hello. What should I do in this situation now?

Can online casinos simply block the player and not pay out the winnings?

Hello Денис,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

We would like to ask the CryptoWild 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’ which may affect its rating.

Hello Денис,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

CryptoWild Casino has Curacao license and you can write an email to Curacao licensing authority for free.

Best regards,

Juli

We’ve reopened this complaint as per the casino's request. The casino provided the necessary evidence, showing that the player created multiple accounts using the same email address. After gathering all the necessary information we are rejecting this complaint as unjustified.