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Hello, I was playing on Cryptorino and after telling about my gambling addiction on chat my account got blocked and two weeks later I can't get my funds. It is ridiculous and bit scam. I wanted to prevent me from continuing to bet not to lose all my funds.

All chats interactions close the messages. All sent emails got ignored. Simple scam.

Dear ghostingura,

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. 

When was your casino account closed?

Could you please confirm that you have passed the KYC verification?

Have you received any response from the casino regarding the manual withdrawal of funds?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello, my account was blocked on 2nd November 2024.

Since ever I received 0 answers from email and chat.

Everytime i contact chat they disconnect me like running away.

All emails I sent have no answer.

No KYC required from them, but im able to do it.

Have you received any response from the casino regarding the manual withdrawal of funds?

No responses for anything. I only got a single response on chat stating to contact support@cryptorino.io.

Evidences of contacts from my end attached.

Dear ghostingura, I checked the terms and conditions and this is what I found:

9. ACCOUNT CLOSURES

You can request to close your account by e-mailing support@cryptorino.io from the account connected e-mail. Due to e-mail being the only way to verify ownership of the account, requests made in live chat cannot be processed.

An account that is closed forfeits the remaining account balance and any cashback, rakeback or bonus payments that is added to the account balance. It is the players' responsibility to make sure all transactions and bonuses are fully completed before closure. Closure requests may take up to 24 hours to be processed.

Your account will remain open until you have received written confirmation by our agents that it has been closed. All wagers lost before the account closure is confirmed in writing will be handled as legitimate losses. A closure request will be cancelled if a player contacts the support with a cancellation request before the account closure has taken effect. Users can request to re-open a closed account after a mandatory 24h cool-off period.

Players cannot set custom closure periods. Verified accounts can request account re-opening via e-mail, VIP support or live chat.

Is it possible that this is your case and that the remaining funds in your casino account were forfeited at the time of the account closure?

I dont think it is possible and ofc it is not reasonable an makes no sense. I'm addicted, I request to block my account in order to prevent me from losing my funds... not to forfeit my balance. Casino do not reply any email.

Please contact them on my behalf becase they ignore all my emails and it really seems as a scam.

Dear ghostingura, please forward your self-exclusion requests and any related communication with the casino to my email: dominika.l@casino.guru.

Dear Dominika, unfortunatly the only self-exclusion request was made via chat and I haven't any screenshot of it. all sent emails are being ignored by them. I just want my funds. Can you contact casino?

Thank you very much, ghostingura, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ghostingura,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Cryptorino.io Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representatives through their official customer support email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

We would like to ask the 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 negatively affect its rating.

so its ended, right?

Dear ghostingura,

I have made multiple attempts to contact the casino but, unfortunately, have not been successful. Without their cooperation, there is little more that can be done. Since the casino holds a Costa Rican license and does not refer to any ADR service, there is no gaming authority to escalate the matter to. A Costa Rican license is widely seen as unreliable due to its lack of strict regulations, player protections, and oversight.

As a result, I will mark this complaint as "unresolved" in our system. While I understand this is not the outcome you hoped for, the casino’s lowered rating from unresolved complaints may encourage them to change their practices. Should the casino respond in the future, we will reopen the complaint and notify you by email.

For the future, I recommend selecting casinos based on trusted reviews and ratings to avoid similar issues. I regret that we could not provide a better resolution this time.

Best Regards,

Kubo