CryptoCasino.com - general discussion (page 4)

this casino are scammers, steal deposits, accuse without proof, run away, don't feed your hands to the scammers

Unfortunately, as I can see in your complaint, there was something wrong with the document you provided, and that is why the casino couldn't verify you. 🤔

Isn't that so?

these scammers wouldnt accept my bank statements and accused me of printing my own water bills without proof, your site staff stood up for them without asking them why they wouldnt accept the bank statements, its just sad that you are helping casinos steal player deposits

Our complaint team always investigates these kinds of matters thoroughly and only then makes decisions.

So, I can assure you, we wouldn't take any kind of documents from the casino, and only approve those that don't look legit.

What? Approve documents that don't look legit? Then it's clear why you wouldn't look at my bank statements and pick on my legitimate receipt, why they decided not to give me my deposit in the first place? Does it bother you that they stole my $300 deposit? how will you cover your scammer casino? say I violated something? you can't prove anything, all documents are legal, and you decided to steal my deposit.

Unfortunately, you misunderstood me.

We wouldn't approve anything, or better said, we wouldn't take anything from the casino if we didn't thoroughly investigate all the documents provided from the casino.

Our team reviews all the documents provided, and only if we can really see that some document is not legit, that it is fake, or it's been manipulated somehow, we reject the complaint and agree with the casino.

Not just because the casino says so.

I hope you understand that better, and if you are not okay with the decision, there is always the choice to talk to the lawyer, of course. Right?

I hope next time you will be able to submit documents without any issues and this way avoid any problems.

what lawyer? it's not a licensed casino in the country, what are you talking about. these assholes stole my deposit and you're trying to argue with me about a goddamn piece of paper, you have no idea what my country's water, electricity bills are. how do you even know it's fake? you better return my $300 they stole.

Unfortunately, as said before, we are unable to help any further here.

It seemed like a good place, everything looked promising, I want to thank the 24-hour live chat for their quick attention, but the people in charge of using the email are scammers. They asked me for transaction hacker information to verify it was my account, both from my first deposits, and then suddenly, when I won a big prize of $1200...

They stole the $1200 from me

They closed my account, and their response was that I violated their terms without giving any explanation. They let me deposit without problems, but when I went to withdraw, my account was blocked with no response.

Hey, no player would be happy in this situation if they didn't get an answer as to why their money was taken. 

So I'll ask a few questions: did you play here with a bonus? Did you need to verify yourself or not? Do you have any idea why this happened? 

In any case, since you've opened a complaint, our team will investigate and try to find out why the casino took your money. I hope it works out.

Hi Araham,

We’ve now located your account(s) and are reviewing the full history so we can establish exactly what happened.

To be clear, we do not close accounts because players win. In fact we engourage and celebrate wins as it's great publicity! One of our players won $19,000 off a $6 bet yesterday!

If any action is taken on an account, it is related to verification, security, or Terms & Conditions, and there is always a recorded reason.

We’ll complete our review and follow up once we have all the information from the CS and Fraud teams.

Best wishes

Johnny CC

I played without bonuses

I made a normal deposit

I already processed my withdrawal, and my account is blocked.

The casino was really great, but I was shocked. Thanks to that win, I was going to solve some problems, and you have to understand, the adrenaline rush is strong, and to see you deny my withdrawal without any explanation hurts.

I know that when you get general response you don't know what to think and why casino took your money.

Sometimes it is like that and casinos can't disclose everything they know.

But I believe our team will help you to find everything necessary.

If it's an unpleasant situation, they take action without knowing how it might affect a person. I think it's unfair that they keep my money. If I did something wrong, I accept the block, but not with my money.

My username is Triana2013

in case the casino reads this

Hi Araham,

Thanks for your subsequent messages. We read everything, but we don't rush in.

As per my previous message we were just gathering the information.

We appreciate how frustrating it can be waiting. But we need to make informed decisions.

We’ve now completed a full review of your activity across our platform and want to respond carefully and clearly.

Our records show that multiple accounts were created by you and subsequently closed at your own request, each time citing gambling addiction and asking for immediate self-exclusion. In one case, an account was also closed following a failed verification check linked to multiple account creation.

Creating multiple accounts and bypassing self-exclusion measures is a breach of our Terms & Conditions. In situations like this, our Fraud and Responsible Gaming teams are required to act in line with best practice to protect both the player and the platform.

We want to be clear on one point. Accounts are never closed because a player wins. Actions taken here were based solely on responsible gaming and compliance obligations.

We recognise that gambling addiction is a serious issue, and we genuinely encourage you to seek support. If you are based in Spain, the following organisations may be able to help:

FEJAR, Federación Española de Jugadores de Azar Rehabilitados (fejar.org)

Jugadores Anónimos España (jugadoresanonimos.org)

We wish you the best moving forward and hope you’re able to get the support you need.

CryptoCasino Support

Hello,

Thank you for taking the time to review my case and for the detailed response you sent me.

I understand and respect the importance of your compliance and responsible gaming policies, and it has never been my intention to violate them or circumvent security measures. My purpose in writing to you is not to dispute your rules, but to respectfully request whether there is any possibility of reconsidering the situation or finding a fair solution.

I am aware that I have requested account closures in the past and I take responsibility for my part in that. Even so, I would like to ask if you could specifically review my outstanding balance of $1200 and assess whether any resolution is possible, whether it be a partial withdrawal, a deposit refund, or any other alternative you deem appropriate.

This amount is important to me, and I would sincerely appreciate it if you could reassess the case from a human and proportionate perspective, considering that there was no intention of fraud or abuse of the platform.

Thank you for your time, attention, and for reading this message. I look forward to your response.

Warm regards,

Araham

Hi Araham,

Thank you again for your message and for the respectful way you have approached this.

After further consideration, and without changing our original position or the decision taken by our Fraud and Responsible Gaming teams, we are prepared to make a one-time goodwill refund of your original €50 in deposits, paid outside of the casino platform.

I want to be very clear on a few important points so there is no misunderstanding.

This payment would be made purely as a gesture of goodwill, not because of any entitlement, error, or obligation on our part. Our original decision regarding the account closure and balance remains correct and final, and this should not be interpreted as a reversal of that decision.

This goodwill payment would be made on the strict understanding that:

It is a one-off exception

It closes the matter entirely

Any future attempt to register, play, or bypass self-exclusion measures would result in permanent refusal with no further consideration or goodwill offered

Our responsibility is first and foremost player protection, especially where gambling addiction has been declared. This gesture is intended to acknowledge the human side of the situation, while still maintaining the safeguards we are required to enforce.

If you wish to proceed on this basis, please confirm here and I will contact you via the email on your account ending "@gmaio.com". Once completed, the matter will be considered fully resolved.

I wish you well and genuinely hope you are able to get the support you need going forward.

Kind regards,

Johnny

CryptoCasino

Hi Johnny,

Thank you for your message and for the detailed explanation you provided, as well as for the gesture of goodwill offered.

Before making a final confirmation, I would respectfully request to know if there is any possibility of reconsidering the outstanding profit balance, even on an exceptional or partial basis. I fully understand the decision made by your teams and do not intend to question it; I simply wanted to inquire whether, given the circumstances, any additional alternatives could be considered.

These earnings were important to me at this time, and for that reason I sincerely appreciate you reconsidering, regardless of the final decision.

I also wanted to mention that the email address in my account is misspelled, as I told support, and I had to go through several tests to verify my account. My email address is apepelopez90l@gmail.com

Here you can see the misspelled email address from my account before it was closed.

Hi Araham,

Thank you for your message. I do understand why you are asking, and I don’t doubt that the balance you refer to feels important to you.

That said, I need to be clear and consistent.

We are not able to reconsider, release, or partially release any winnings or profit balance in this case. Once responsible gaming protections have been triggered and subsequently breached through multiple account creation, our obligations are very strict. Making any payment beyond a refund of the original deposit would undermine those safeguards and set a precedent we cannot allow.

For that reason, the goodwill refund of your original €50 deposit is the maximum and final gesture we can offer. It is being extended purely on humanitarian grounds, without any admission of error, and with the clear intention of closing the matter responsibly and fairly.

Regarding the email address, thank you for clarifying.

I appreciate that this may not be the answer you were hoping for, but this decision is final and will not be revisited. I genuinely wish you well and hope you are able to focus on your wellbeing and next steps going forward.

If you would like to proceed with the goodwill refund on the terms already outlined, please confirm here and the team will contact you for details.

Kind regards,

Johnny

CryptoCasino