Kripty Casino - Player’s account has been closed.

Hello, i have signed up on 12 August. After that i made deposit with bonus and successfully wagered it. I made withdrawal request and they asked for the verification. I successfuly passed id verification and also uploaded Proof of address. After some days i received the letter:

We want to let you know, that your account was closed due to duplicate accounts and bonus abuse final decision. We can refund initial deposit but winnings coming from bonuses will not be paid out.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Hristina,

Kripty Support

Dear volarlord,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re facing with your account at the casino. To help us better understand your situation and work towards a resolution, could you please provide some additional information on the following:

• Duplicate Accounts: The casino mentioned that your account was closed due to duplicate accounts. Can you confirm whether you have any other accounts registered with the same casino, or if anyone else in your household might have an account with them?
• Bonus Abuse: The casino also mentioned "bonus abuse" as a reason for closing your account. Were there any terms or conditions related to the bonus that you might have missed or any specific gameplay they highlighted as problematic?
• Verification Process: You mentioned that you successfully passed the ID verification and uploaded the proof of address. Did the casino provide any confirmation that these documents were accepted? If possible, please forward any communication regarding your verification to petronela.k@casino.guru.
• Communication with the Casino: Could you provide us with any further details or screenshots of communication you’ve had with the casino, particularly any that might shed light on the reasons for their actions?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

I have no other account. It is the only account i have.

Yes i used the bonus. But i have not used any bugs or special technics to gain some advantage. I played at allowed bet and played very popular well known slots.

I got the message that id was approved, but i have not received such confirmation about the proof of address.

I will forward you all my communication with the casino.

Thank you very much, volarlord, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you volarlord for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kripty Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what we can do to help resolve this issue.

Thank you!

Hello,

We have provided information about the case to the casino.guru representative.

Kind regards,

Kripty

Thank you for providing the information Kripty Casino representative.

Dear volarlord, the casino has provided us with evidence of multiple accounts. I strongly advise against such behaviour as it can lead to similar situations. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter