Crystal Slots Casino - Player lost their winnings.

Hi

I recently opened an account with this casino and made several deposits

i had a balance on my account of 1000 euro and self excluded from the site until my verification was complete so that I could make a withdrawal.

as per the site this shouldn’t interfere with my withdrawal or with verification

I sent an email early and asked for my account to be reopened early and I received an email back saying that my account was restricted and I would need to send an email on the 5th April to get the account re opened again (I’ve attached the email)

this was fine as this was part of the casinos terms and I shouldn’t have been able to play until this was done

low and behold on the 4th April I was able to log in and continue playing with the balance of 1000 euro

I would like help retrieving the funds back to my account as I should not have been able to log back in until I sent an email on the 5th

I’ve tried to contact the casino by email on several occasions - but they just ignore me

so I would appreciate any help

thanks

Dear babsbh,

I’m sorry to hear about your problem. Please note that so far you have submitted almost 20 complaints and all are pretty much the same, like in this case for example:

https://casino.guru/rolletto-casino-player-s-cool-off-period-request-has

You have been explained multiple times that tools such as the cool off period (short-term self-exclusion) and other types of limits are not mandatory, and we cannot punish casinos for not having them, or if casinos are not using them according to your expectations.

You again requested the cool-off period just to pass the verification, and this is not a strong enough reason for us to contact the casino and ask for their assistance here. In this case, your account could be reopened anytime (and as you yourself mentioned the casino refused to reopen it before the last day of the requested period).

I am sorry, but as always - if you lost your winnings, there is not much more we could do for you. Please let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

Thank you for your understanding.

Best regards,

Kristina

Hi Kristina

that is a terrible answer and if you look at my previous complaints you will see this ye are not them same

i self excluded from this casino for the reason of withdrawing

they confirmed with me that I wouldn’t be able to reopen until i sent an email to them

but because they wanted me to loose money they just reopened before my period was up

if you are not willing to help that’s fine - I would actually like to know the name of casino guru regulators because you can’t just decide yourself I don’t have a complaint

Please understand that such tools are not mandatory, they are just an extra feature, and there is nothing we can do about it. Unfortunately, there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. The situation would be different in the case of gambling addiction and a permanent self-exclusion which is not the case here. I am sorry, but we are not able to support you further.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.