Kripty Casino - Pelaajan voitot on takavarikoitu.

I won on Kripty around 6500. I bet over 5eur on the non sticky part of bonus, therefore cash portion, and then respected the 5 eur on bonus portion.

Once I finished wagering, I requested a fist withdrawal of 700 eur (daily limit for withdrawals) and got PAID on the 11. When I requested a second withdrawal on the 12, they voided my win ( manual withdrawal from casino) claiming i overbet. This is not true. I have played the same way before and got paid the whole amount. Also, I was able to withdraw 700 eur on this particular win where i supposedly overbet. I respected the rules on casino and never overbet on bonus portion. I can share emails sent to and from casino if you would like.

Dear Laylapinkish,

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

Our position regarding the breach of the maximum bet rule is explained in 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 for review. You should be able to request this information from support for the period of the bonus being active. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, such as the email with allegations against you, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I have forwarded emails sent between me and casino to your email. I will ask casino if they can send me my game history. Thank you

Hello, game history was sent by email as well. thank you

Thanks for the information provided.

• Were you able to check bonus wagering progress during play?
• Did the real money play contribute to the wagering requirement to your knowledge?

I am certain that the real money play does not contribute to the wagering requirement as I have won on the cash portion before on this casino and was able to withdraw win without problem and without having to cancel bonus or finish wagering of that bonus. Also, they paid the first installement on this win before voiding the rest of it so I had finished wagering. When wagering is not done, you are unable to withdraw. This time around, I played and respected max bet amount on the bonus portion after losing cash portion as it should be shown on game play history. Also, I am able to see the wagering progress but it doesnt contribute ( does not move all along). Thank you

Could you please specify how much were the wagering requirements of this particular bonus offer?

If you have a screenshot of the bonus you activated with this information, please share it here.

This is the terms and conditions of this particular bonus - weekly reload bonus :

The bonus amount is subject to a 35x wagering requirement. Once the wagering requirement has been met, the bonus funds convert to withdrawable cash. 

Thank you very much, Laylapinkish, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Laylapinkish,

I am sorry to hear about your unpleasant experience and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Kripty Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello everyone,

We have carefully reviewed this complaint and found that the user's claim is not entirely accurate.

On December 9th, the user made a deposit and claimed the weekly reload bonus, which offers a 50% match. They then played Megaways Duel of the Dead by Kalamba Games, placing multiple 16 EUR bets; which exceeds the 5 EUR maximum bet limit allowed with an active bonus.

The user's initial withdrawal was approved because their account had not yet undergone the necessary checks. When they initiated a second withdrawal, it was flagged for manual review, at which point our team discovered the bet limit breach and, in accordance with our Terms & Conditions, confiscated the winnings.

Thank you,

Kripty

I respected the maximum bet amount of 5 eur on bonus portion. Other bets were made on real money play which is shown on game history.

As you can see on chat reply, the casino claims to be a non-sticky casino, which means that I will start betting with my bonus funds once I have used up all my standard balance. Wagering of the bonus starts once you start using your bonus funds.

This is exactly what I did, played my real funds first and then respected maximum bet on bonus portion as you can see in play history provided.

Thank you for helping.

Thank you both for your replies. I am sorry for the delay.

Dear Kripty Casino team,

Can you please explain the problem with that, please? The user's game logs confirm he played 'overbet' only with his real money balance before he started playing with bonus funds. All bets with bonus money were under the maximum bet amount (4€). In addition, if I understand correctly, the casino allows players to withdraw their real money anytime without using a bonus if they manage to win from their real money balance, before bonus activation, or even after the bonus activation, before wagering requirements are met, but with the forfeiture of the bonuses and related winnings.

We accept casinos having maximum bet amounts while playing with an active bonus, however, not all circumstances/processes are completely clear.

How do players see their balances (bonus/real money) in their accounts/cashiers, and how are winnings from the real money balance part credited to the users' balances (before bonus play)?

Do I understand correctly that the player lost his real money balance completely, so there were no real money winnings anymore at the time he started playing with the bonus? If so, why it should be a problem he played overbets, considering the fact he lost his real money completely?

Maxbets are set up due to justified reasons at online casinos. What unfair advantage did the complainant gain by playing this way/exceeding maxbet during the play with his real money balance? What is the difference between a real money play with a pending/claimed bonus and without it?

Thank you.

Hello everyone,

Thank you for reaching out. We appreciate the opportunity to clarify.

Per our Bonus Terms & Conditions (subsection 4), once a bonus is active, all wagers are subject to a maximum bet limit of $/€5 per round. Although the player initially wagered with real money, the bonus was active at the time of exceeding this limit, making all wagers subject to bonus terms.

To address your inquiries:

• Balance Display & Winnings Allocation: Players see separate real money and bonus balances in their accounts, but an active bonus means all wagering is governed by bonus terms.
• Real Money Loss Before Bonus Use: The player lost their real balance before using bonus funds, but since the bonus was still active, max bet restrictions applied.
• Why This Is a Violation: The max bet rule prevents high-risk bets that could unfairly influence gameplay.
• Difference Between Playing with or Without a Pending Bonus: An active bonus enforces its terms on all wagers, regardless of the balance used.

Due to this violation, the player’s winnings were voided per our T&Cs. We strive for fairness and transparency and are happy to provide further clarification if needed.

Thank you,

Kripty

Casino seems to pick and choose who this max bet rule on real money play applies to. I went on chat today and agent told me that, indeed, there is no max bet when playing with real money. I requested a transcript, but agent said email was sent and that I will get a copy if relevant department allows it. So I took screenshots of that conversation that I would like to share those with you while waiting on that decision. I will email them to you at branislav.b@casino.guru

Greetings all,

Thank you both for your replies and additional information and the email with live chat conversation regarding maxbet with real money vs. bonus money play.

I think the following 2 screenshots are the most important to us in this case, as we can see the casino CS itself confirms something different compared to the information we received above.

Dear Kripty Casino Team,

You mentioned fairness and transparency, but at the same time, we are talking about a level of "The max bet rule prevents high-risk bets that could unfairly influence gameplay", which rather relates to bonus money play. However, the user's play basically did not influence it under such circumstances. Can you please additionally clarify the following:

• If the balances (real money/bonus funds) are displayed separately, and the bets/winnings are deducted and credited to these balances accordingly, and the user lost his real money before starting to play with bonus funds, what unfair advantage did he gain at all?
• If the balances are separate and the wagering requirements are counted only with bonus money play, why should the bonus rules and restrictions also be applied to real money balance?
• If players are able to play with their real money balance completely separately, without touching a bonus, and manage to win from their real money, why should these funds be subject to bonus rules?
• Does the casino have real live chat representatives, or is it only a bot that replies to players' questions? In any case, even if it is not clear to some of the players and they turn to the casino CS to clarify it, what should players do if even live chat confirms the maxbet does not apply to real money play?

It looks like something is really not correct there if even the casino CS does not understand the casino's rules and their application and/or the players are not clear how it works when they take a bonus.

Thank you. Looking forward to hearing from you.

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.

Hi all!

Thank you Casino Guru Team for your follow-up and for highlighting the concerns regarding our max bet policy. We appreciate the opportunity to further clarify.

Our Bonus Terms & Conditions (subsection 4) state that a maximum bet of $/€5 per round applies when a bonus is active in the account. The answer the player got was regarding the following question: What is the maximum bet I can place when using my real money balance?". The answer to this, is no max bet, however, if a bonus is active, then the rule stated above takes action. This rule exists to maintain game integrity and prevent potential strategies that could lead to unfair advantages when transitioning between real money and bonus play.

To directly address your inquiries:

• Why bonus rules apply to real money wagers when a bonus is active: While real and bonus funds are displayed separately, the presence of an active bonus means all gameplay within the account is governed by the bonus terms. This ensures that players cannot circumvent bonus conditions by placing high-risk bets with real funds before switching to bonus play.
• Unfair advantage & impact on gameplay: Allowing unrestricted real money bets while a bonus is active could lead to a situation where a player takes excessive risks with real funds, potentially increasing their chances of securing a significant balance before engaging with the bonus, which could undermine the intended risk-reward balance of the promotion.
• Clarification on live chat responses: Our customer support aims to provide accurate information, and we regret any potential misunderstanding in this case. We will review and reinforce internal communication to ensure full alignment with our T&Cs. However, the terms displayed on our website take precedence over any live chat interactions.

Given the active bonus status at the time of wagering, the violation of the max bet rule resulted in the voiding of winnings, as outlined in our T&Cs.

Please let us know if further clarification is needed.

Best regards,

Kripty Casino Team

As you can see on second screenshot youve attached to this thread, the agent confirmed that I can bet the amount I want with real money balance and then I would need to respect the max bet one I lose real money balance and start playing bonus funds. I have been deceived and now you are trying to rob me from my winnings.

Dear Kripty Casino Team,

Thank you for the additional information.

As for the live chat conversation and the only thing you tried to clarify - I know that you tried to find something to catch, but to be honest, I sincerely believe you are only kidding. Do I understand correctly that you are trying to say that the user discussed there real money and bonus money in relation to an active bonus and the maximum bet amount, but during the discussion, the live chat representative simply decided to answer the questions like there was nothing around and provide the information regarding only real money play without a bonus? Did you please also check the second screenshot?

"Allowing unrestricted real money bets while a bonus is active could lead to a situation where a player takes excessive risks with real funds, potentially increasing their chances of securing a significant balance before engaging with the bonus, which could undermine the intended risk-reward balance of the promotion."

• Again - why is it a problem, please, if a player would have been able to win with his real money balance if balances are completely separate?
• "Could lead"/"potentially increasing"/"could undermine" - did it happen in this case, or did the user lose all his real money funds completely before using bonus funds according to the casino's rules?

"Our customer support aims to provide accurate information, and we regret any potential misunderstanding in this case."

• Although it sounds nice, the misunderstanding happened in this case, and it appears users are simply provided with misleading/incorrect information by the casino live chat representatives themselves
• How does the casino plan to fix the misunderstanding in this case, please?

Additionally, can you please provide us with all the exact rules where everything you tried to explain above is clearly written and explained on the casino website and available to all players claiming bonuses?

Thank you. Looking forward to hearing from you.

Dear CasinoGuru Team,

Thank you for your response. We’d like to clarify further.

Max Bet Rule & Bonus Application

To address your question regarding the rules that are available to all players claiming bonuses: 

Our Bonus Terms & Conditions state that a max bet of $/€5 applies when a bonus is active. See screenshot attached for the exact term that can be found in our bonus T&Cs. 

• Why it applies before using bonus funds: The restriction is based on the presence of an active bonus, not just the balance used.
• Fairness in gameplay: Allowing high real-money bets while a bonus is attached could create an unintended advantage before switching to bonus play.
• Did the player gain an unfair advantage? Regardless of the player’s win or loss, the violation of the T&Cs was determined at the moment of the overbet that the player had placed.

Live Chat & Rule Visibility

We understand the miscommunication and regret any confusion it has caused! We are reinforcing internal training to ensure our support team’s answers fully align with our T&Cs. However, our Bonus Terms & Conditions remain the definitive source, clearly stated on our website and available to all players.

We appreciate your efforts and remain available for further clarification.

Best regards,

The bonus was non sticky and real money had no restrictions according to their live chat. So why would they advise me to break the rules? What makes things a lot worse is that I found evidence Kripty changed its terms and conditions after I won.

Their bonus rules say that they were last changed on 21.02.2024 and that this is version 1.0 of those terms. Because it was version 1.0 it must be the first version. Kripty says that it is operated by EOD Code SRL. I Googled them and found out that they have many other casinos. I visited 10 of those sites and they are nearly identical from the layout to the bonus terms. Rule 4 on every one of the 10 casinos says "There is a maximum bet per found using Bonus Funds equal to $/€5". I read Kripty’s rules before I played them and am sure they also said the same thing otherwise I would not have needed to ask live chat since it would already have been clear. Rule 4 on Kripty (now) says "There is a maximum bet amount per round while having active bonus in account equal to $/€5". It is the only casino in the group that is worded that way.

Nearly every one of those 10 casinos bonus terms are also version 1.0. But the "last updated" dates vary from way before to way after the date that I played and won.

There is more evidence that shows Kripty misleads on its "last updated" info. In their general terms and conditions you can see that it says it was last updated on 21.02.2024 which is the same date they say version 1.0 of the bonus terms was created. In the tc they say there is a daily withdrawal limit of €700. On my last successful withdrawal the casino did not allow me to enter a larger amount than €700 in the withdrawal field so the rule did already exist. But this is not my first withdrawal. On the 20.8.2024 I made a withdrawal of 0.05265482 BTC which is much larger than €700. You can see from my casino history that the withdrawal was processed after the "last updated" date on the terms. How could I have withdrawn that amount after the rule was introduced if the limit is enforced by the system. This just shows again that Kripty adds terms but does not change the "last updated" date. It means their terms and conditions are not legitimate because Kripty can add terms that are bad for the gambler whenever they want and apply them as if they already existed.

Lastly if you go to the promotions section in Kripty you can see separate terms and conditions for each bonus. For deposit bonuses on that page, it says there is a maximum bet per round using bonus funds equal to 5. This is word for word. It does not say anything about betting with an active bonus being forbidden. They must have forgotten to change that.

I think the above shows a lot of bad faith from Kripty. I don’t think any of this should affect the fact that their live chat told me the bonus was "non sticky" and so real money was separate. Live chat told me that I could bet whatever I wanted with the real money even if I had an active bonus.

Greetings all,

Thank you both for further information.

Dear Laylapinkish,

Crypto withdrawals are a bit different/special, so I would not consider that information relevant to this case or changes to the casino's limits/rules.

However, can you please prove your claims about the change in the casino's Terms and Conditions? Do you have a screenshot of the supposedly previous version of the casino's Terms and Conditions, where it was stated differently and which you accepted upon registration? Can you also provide me with a list of some example casinos where this rule is worded differently? Can you post some example screenshots here with the links of the websites visible in the screenshots?

Based on all the gathered information and details so far, I am reserving 7 days to discuss the matter internally, so I am extending the timer accordingly.

I will inform you about the results of the internal discussion next week, before the end of the current timer. But I would also like to wait for more information from Laylapinkish regarding the things I asked about above.

Thank you very much for your patience and understanding.

Hello, I have sent the additional information requested to your email. Thank you! Links and screenshots

Greetings all,

Thank you for your email, Laylapinkish.

Dear Kripty Casino Team,

I would like to follow up on the part about a possible unfair advantage by exceeding the maxbet rule while playing with real money with an active bonus.

What happens if a player exceeds the maximum bet amount and successfully wins? Does the casino confiscate their winnings anyway, right? Then, how can a player gain any unfair advantage at all if the casino can confiscate their winnings anyway after breaching the maximum bet rule?

Anyway, after the internal discussion, the team reached basically a unanimous decision. Since we are talking about separate balances, the casino can confiscate winnings in any situation (win/loss) if players exceed the maximum bet limit with their real money balance before playing with an active bonus, and in this particular case, the user even lost his funds and did not gain anything by exceeding the maxbet with his real money balance (all conditions for the bonus money was met and completed), we recommend that the casino pay the complainant's disputed winnings accumulated from the bonus in full, or in accordance with the maximum cashout limit for the bonus, if there is one.

Unfortunately, if the casino does not follow our recommendation, I am afraid I will be forced to close the complaint as 'unresolved'.

Can you please provide us with the casino's final decision?

Thank you.

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.

Dear CasinoGuru Team,

Thank you for your continued support on this matter.

After further internal review, we respectfully stand by our original decision. As previously outlined, the max bet rule is preventative and not punitive in nature and designed to protect the integrity of our bonus system. It applies at all times when a bonus is active, regardless of whether the wager is made with real or bonus funds, or the outcome.

While we understand that the player did not benefit from the overbet, the breach occurred during an active bonus period, and as such, our Bonus Terms & Conditions were correctly applied.

We appreciate your understanding and remain available should you need any further clarification.

Best regards,

Greetings all,

Thank you, Kripty Casino Team, for your response and confirmation.

If the user had won any winnings from overbets, even with real money balance, the situation would have been significantly different, and we would have looked at the matter differently, and under specific circumstances (no incorrect information from the casino's customer support), we would have been able to side with the casino. However, it is not the case here, and based on all the above-stated, our position remains unchanged. We expect from casinos with such a high safety index to investigate complaints and "edgy" situations individually and make decisions based on logical/rational grounds, being able to behave fairly toward players even in situations like this one, and not using their rules against players only because they can, especially if it means confiscation of players' winnings.

Unfortunately, as indicated, we are forced to close the complaint as 'unresolved', and the casino's safety index will be decreased accordingly. Of course, if the casino changes its approach and is able and willing to reconsider its decision, feel free to request a reopening of the complaint anytime in the future, and we can look into it again. No problem at all.

In addition, if it is a problem that the case is discussed publicly, and the casino does not want to make any precedent or possibly manuals for other players/visitors, which we would understand and accept, do not hesitate to contact me via email (branislav.b@casino.guru), and I can provide you with an option on how we could proceed if the casino decides to change its decision.

Thank you for your help and cooperation anyway.

Dear Laylapinkish,

Unfortunately, as you can see, the case will be closed in accordance with our internal policy and Fair Gambling Codex, as I explained above.

However, there is one more option for how you can try to resolve your issue or take it further - if you have not done that yet, I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to the regulator. According to our internal system and the data for Kripty Casino, it should have valid GCB and AOFA licenses. Since, if my information is correct, GCB still does not accept complaints from players, you can contact AOFA and consult the matter with them. You can find more regarding their complaint process HERE, and general information about complaints and processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru