Kripty Casino - Player's account is closed without clear justification.

Some time ago, I subscribed to Kripty. I then started playing with a bonus. This bonus was completely unlocked with maximum bets of 0.20 cents. After playing through the desired bonus, I wanted to get the amount paid out. However, I still had to go through verification.

I neatly sent my the requested documents but after uploading the proof of address, my account was closed. I then got in touch with kripty's support department. There, I was told that I had not complied with the rules at first. I followed this up by asking what rules these were. Because I was not aware of breaking the rules. When I asked this question, I got the answer that it was not the rules but an internal decision. When I asked further, I was told that I had played with bets higher than EUR 5 (which I did not do). I responded that I would like to receive my bet history with the bets in question. 

The response was that I could no longer receive these. I am now in a mail loop where I get several reasons why my account has been closed (incl +/- 850 euro in winnings). However, with no proof(because there probably isn't any either).

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

4.There is a maximum bet amount per round while having active bonus in account equal to $/€5.

Our position 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 in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

Unfortunately, I can no longer log in because they have already closed my account. Through support, I have already asked several times to send my bid history. But I get no answer to this several times(as shown in the attachment).

Please tell me what else you want me to provide?

The only bonus I used in the beginning was the welcome bonus

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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 Jasper0183, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kripty Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied and how was the max bet rule breached? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hi Casino Guru team,

After investigating the case, we can confirm that the account was closed due to breach of our Terms and Conditions, specifically related to bonus abuse and safe betting strategies. The behavior observed falls under Section 17.2.2 of our T&Cs, which defines fraudulent game patterns as:

"Any pattern of bets that is unfair and whose sole purpose is to circumvent the terms set by the casino and gain an unfair edge against the house."

This includes, but is not limited to:

• Placing low-risk bets that cover more than 50% of possible outcomes (e.g., Red and Black in Roulette, Player and Banker in Baccarat).
• Using bonus funds to build up value in a game, then switching to real money to benefit from the accumulated value.
• Delaying rounds to a time when wagering is no longer active, and similar tactics.

The player’s activity showed clear signs of such behavior, which is why the decision was made to close the account in accordance with the terms accepted at registration.

We’ve sent the full betting history, including both casino and sports bets, to support this explanation.

Please let us know if you need anything else from our side.

Best regards,

Kripty Team 

Hi,

I'm curious about the evidence, though. I have NOT only played red/or black or similar.

I also did not use bonus money to build value. If all deposits are supplied, you can see that I played most of it with my own funds.

I received a montly mission bonus of €500 which has a wager of 1x. Why would I built up value with 1x wager requirement?

Kind regards,

Jasper

I have requested further clarification by the casino. Once I hear back, I will post an update, to keep you up the speed.

Hi Matej,

Oke thank you! we will wait......

Kind regards,

Jasper Versluis

I have received the reply from the casino and after double-checking the evidence provided, dear Jasper0183, I do not have good news for you.

From the gaming history and dates it is clear you have been using your bonus funds at the same time as betting on sports, breaking the bonus term of:

15. You are not allowed to use your bonus funds while you have open casino or sports bets.

As such, casino acted as per their other bonus term:

12. Kripty reserves the right to void any Bonus funds and winnings if a Player has breached any of the terms listed on the Bonus Terms and Conditions or General Terms and Conditions pages.

Unless there is some evidence I am not aware of, I'm afraid there is not much else I can do to help, as the casino acted upon their own TC's you have agreed upon when signing up for an account, and redeemed the bonus.

Due to the aforementioned reasons, and since the player has not come back with supporting evidence for his claim, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.