Crypto Palace Casino - Pelaajan kotiutuspyyntö on viivästynyt.

They claim that I breached the rules of the coupon but I played out of the wagering they lagged on the verification process then they said on the next round of payouts they then gave me 40$. I didn't bretch nothing they just didn't want to pay me they only gave me 40$ witch was my deposit back

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Dear phenomenologically40,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on the breach of the maximum bet is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. You should be able to request the relevant records from casino support in Excel format. Forward this information to my email at tomas@casino.guru.

Thank you in advance for your reply.

Best regards,

Tomas

There saying that my first spin I wagered a 9$ spin but that is in correct . I never in my spinning history have I bet that much on any spin on any game . I would never have bet that much requesting the history logs from that day from that bonus to prove that there is no way I bet 9$ they claim that breached the rules . I was in compliance and furthermore should of received my winnings

these are the only history I am able to look up and that for this game

Thanks for your reply.

I apologize; however, we may only decide whether we can assist you based on the full game history.

I recommend you contact support and request the full records in Excel format. If the casino refuses to grant this request, save the communication and forward it to me instead.

My email is tomas@casino.guru

Ok well check it out that game max bet is 6.25 how could I have bet over 9 $ the name of the game I was playing was ancient gods . The max bet is only 6.25 there's no way I could have bet 9$ they are not being honest and forthcoming with knowing that I won 1000.00$ tried to cash out after verification passed told me that my withdrawal would be in the next batch to be released they lied and they should be delt with according. The casino will not let me go past a month of spins on that game

Dear Edlover43,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Edlover43,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Crypto Palace Casino to join the conversation.

Dear Crypto Palace Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

Has there been any more updates

Dear Edward / Edlover43,

I have now received additional information and supporting evidence from Crypto Palace Casino.

Based on the records provided, there was indeed a breach of the maximum bet rule. However, the violation did not occur in the game you had initially suggested, namely Ancient Gods, but rather in Bass Baggin' Bounty.

You should be able to independently verify this by following these steps:

1. Log in to your casino account.
2. Navigate to the game Bass Baggin' Bounty.
3. Open the menu within the game by clicking on the sandwich icon and then selecting the calendar icon.
4. Filter the game history by the date 11-04-2026 to locate Game Round 30081806.

With that being said, from a technical and contractual perspective, the casino is correct in asserting that the applicable bonus rules were breached and that it was therefore entitled to take action in accordance with its Terms and Conditions.

However, our assessment is not limited solely to establishing whether a technical violation occurred. We also try to consider the broader context of the case, including the nature of the breach, whether any unfair advantage was obtained, and whether the measures applied are proportionate to the circumstances.

For this reason, I have approached the casino to explore whether there may still be any room for a reasonable compromise and whether an amicable resolution could be reached in this particular matter. I am currently awaiting their response.

At the same time, I would kindly ask you to remain realistic regarding the potential outcomes that may be achievable under these circumstances. While we will continue to advocate for a fair and proportionate resolution whenever possible, the existence of a confirmed breach inevitably limits the range of remedies that can reasonably be pursued through our dispute resolution process.

Nevertheless, I remain hopeful that a mutually acceptable consensus can still be reached, and I will keep you informed of any further developments.

Thank you I look forward hearing from them thank you

Dear Crypto Palace Casino,

Thank you for your cooperation in this case and for providing the information and evidence necessary to enable a full and balanced assessment of the situation.

Dear Edward / Edlover43,

As previously mentioned, I received and reviewed the information and evidence provided by the casino, including your complete game log. Based on this documentation, there was indeed a breach of the maximum bet rule, as you have now been able to see for yourself, I believe.

The activation of a Bonus Buy constitutes a deliberate player action which requires a specific activation and, therefore, cannot reasonably be regarded as an unintentional or coincidental event.

In line with general industry practice, a Bonus Buy (also referred to as a "Feature Buy") is considered a single wager or betting transaction. By selecting this feature, the player pays an enhanced stake amount upfront in order to gain immediate access to a bonus round, rather than triggering it through standard gameplay.

The casino's applicable terms and conditions state the following:

The max bet permitted with an active welcome bonus code is USDT9. If a bet of more than USDT9 is placed, all winnings will be void. (This USDT9 value is inclusive of all side bets, double-up features, gamble features and any additional bet from the original wager/bet placed.)

Furthermore, our position under the Fair Gambling Codex: Our Views on Problematic Areas is as follows:

"The bonus maximum bet rule is an industry standard, as is the casino's right to confiscate winnings derived from bonus play following a breach of this rule. We generally do not consider it appropriate to penalize casinos for enforcing established industry standards."

Based on the evidence reviewed, the round in which the maximum bet violation occurred resulted in winnings. These winnings also contributed towards the completion of the wagering requirements and formed part of the funds ultimately converted into withdrawable balance. As such, the breach provided an advantage that would not have been available had the promotional terms been adhered to.

In light of the above findings, we are unable to conclude that the casino acted unfairly or in a manner inconsistent with its established rules and conditions, which were accepted by you upon registration and use of the service. While I had hoped that a consensus could be reached with the casino team, I am unable to hold it against them for acting in accordance with their established rules and procedures.

As an independent dispute resolution service, we remain impartial and do not take sides. Our role is to assess the available evidence and reach a conclusion based solely on the facts presented. While our assessment is not limited solely to establishing whether a technical violation occurred and we also take into account the broader context of each case, we cannot disregard the impact and implications that such a violation has on the situation. Following a thorough review of the circumstances of this case, I have not identified any grounds that would justify a different outcome.

As the reasons underlying the casinos and our decision have been explained to the extent permissible within our role as an independent dispute mediator, this complaint will now be closed as Rejected.

For future reference, I strongly encourage you to carefully review and adhere to all applicable casino terms and promotional conditions before participating in bonus offers, as doing so may help avoid similar situations.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us. We will always endeavour to review the matter fairly and provide assistance to the best of our abilities.

Best regards,

Michal

Casino Guru