CryptoRush Casino - Pelaajan tili on estetty.

Cryptorush banned account for no reason

I made a deposit on Cryptorush and played on it for a few days. In addition to playing in the casino, I also made bets. I was very happy because I was lucky and won a few bets, after which I decided to withdraw the funds to my wallet. AND WHAT DO YOU THINK HAPPENED? They blocked my account. At the moment I can't even log in to my account, any attempt to contact the support chat is blocked. The only time I got an answer was a standard bot response. I also suggested that they go through verification, but they don't have it. I didn't specify the amount because I don't remember. The money is blocked along with the account

Cryptorush забанив акаунт без причини

Я поповнив рахунок на Cryptorush і грав на ньому кілька днів. Крім гри в казино, я також робив ставки. Я був дуже щасливий, оскільки мені пощастило і я виграв кілька ставок, після чого я вирішив вивести кошти на свій гаманець. І ЩО, НА ВАШУ ДУМКУ, СТАЛОСЯ? Вони заблокували мій акаунт. На даний момент я не можу навіть увійти в свій обліковий запис, будь-яка спроба зв'язатися з чатом підтримки блокується. Єдиний раз, коли я отримав відповідь, була стандартна відповідь бота. Я також запропонував їм пройти верифікацію, але у них її немає. Суму не вказав так як не пам`'ятаю. Гроші заблоковані разом з аккаунтом

Dear denlinexzero,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino inform you about the reason you were blocked via email or live chat?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for the reply. I would like to add to my previous message that I found the deposit amount, which is 231.49 USD, and the amount I tried to withdraw after which the account was blocked, 1003.00 USD.

Answers to your questions:

1. I was at this casino for 14 days, after which the account was blocked. The account was blocked on 21.08.2024
2. All that I was told: We understand your concerns regarding your rejected withdrawal request. Our system has detected irregularities in your account, indicating your involvement of unfair advantage the exploitation of a fault, loophole or error in our or any third party's software used by You in connection with the Services (including in respect of any game), which violates our Terms and Conditions. For this reason, our internal team temporarily suspended your account for further review. Once the investigation is complete, you will be notified of the outcome.
3. I played slots and sports betting. I can't say which ones because my account login is deactivated.
4. No, I didn't use any bonuses.
5. Sent a message to the email about the deposit, withdrawal and will answer the question why the account was blocked

I would be very grateful for your consideration of this matter.

Дякую за відповідь. До свого минулого повідомлення хотів би додати що я знайшов суму депозиту, яка становить 231.49 USD та сума яку я намагався вивести після якої аккаунт заблокували 1003.00 USD.

Відповіді на ваші запитання:

1. На данному казино я був протягом 14 днів , після чого аккаунт було заблоковано. Аккаунт був заблокований 21.08.2024
2. Все що мені повідомили : We understand your concerns regarding your rejected withdrawal request. Our system has detected irregularities in your account, indicating your involvement of unfair advantage the exploitation of a fault, loophole or error in our or any third party’s software used by You in connection with the Services (including in respect of any game), which violates our Terms and Conditions.For this reason, our internal team temporarily suspended your account for further review. Once the investigation is complete, you will be notified of the outcome.
3. Я грав в слоти та в ставки на спорт. Які саме не можу сказати так як вхід в аккаунт деактивовано.
4. Ні я не використовував бонуси
5. Відправив на почту повідомлення про депозит , вивід та відповіть на питання чого аккаунт заблоковано

Буду дуже вдячний за розгляд цієї справи

Thanks for the provided information.

When was the last time you were in contact with the casino regarding the issue?

Is there any recent communication between you and the casino trying to discuss the issue?

Please share any such information with me at tomas@casino.guru

Thanks for the answer! The last conversation with the casino was 3-4 months ago, but it did not lead to anything. As soon as I write my account details in the live chat, I am immediately blocked. You can ask any questions, I will be happy to answer them.

Дякую за відповідь! Остання розмова з казино була 3-4 місяці назад , але вона ні до чого не призвела. Як тільки я пишу данні аккаунту в лайв чаті , мене одразу же блокують. Ви можете задавати будь які питання, буду радий на них відповісти.

Today I contacted cryptorush in live chat, after my request I didn't even have time to save the answer, as I was blocked in live chat. Their answer was like * you violated our rules *, but they don't say what exactly. I'm sure I didn't violate any rules, as I registered for the first time, made a deposit and played in the casino and bets.

Сьогодні я звернувся до cryptorush в лайв чаті , після мого звернення я навіть не встиг зберегти відповіть, так як мене заблокували в лайв чаті. Їх відповідь була типу * ви порушили наші правила*, але які саме не кажуть. Я впевнений що ніяких правил не порушив , так як реєструвався в перший раз , вніс депозит і грав в казино та ставки.

Thank you very much, denlinexzero, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello denlinexzero,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CryptoRush Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi Michal! Thanks for helping me. Haven't received any answers yet?

Привіт Michal ! Дякую що допомагаєте мені. Відповіді так і не отримали ?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V