Kripty Casino - Player’s withdrawal request is denied.

I recently used the welcome bonus on this casino site and won, but my withdrawal request was denied. I would like assistance with this issue.

I deposited $1,000 using the previous welcome offer and played in accordance with the terms and conditions.

However, they accused me of violating the betting limits and ultimately informed me of the withdrawal denial.

I am asking them for an explanation of the specific section of the terms I allegedly violated, but they insist on claiming there was a violation without disclosing which game round was involved.

It's unclear whether they were changing the welcome offer or if it was a random system error, but there was a glitch causing bets to be placed in a 2:1 ratio of cash to bonus. I explained this situation to them thoroughly, but they refuse to allow the withdrawal or to disclose the so-called violating bet round.

Given the substantial amount of winnings and the difficulty of contacting the licensing authority, I would like to request resolution through this arbitration site.

Dear imachan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games did you focus on while the bonus was active - slots, live casino, sports betting, etc.?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

I have sent two emails outlining my interactions with the casino and explaining that I have not violated any rules.

If they admit that there is a problem with the system, it should be a problem that can be resolved immediately, so I would like them to disclose the history and ask them to compare the terms of use at that time.

I have reviewed the complaint on this site and believe I am in a similar situation to the Quebec user currently facing an ongoing dispute on December 29, 2024.

As of the date I deposited, the welcome bonus terms and conditions did not state a limit of $€5 in cash money.

I have explained this to them by email, but I think there may be a system glitch due to the changes to the welcome bonus.

They responded that my betting violation was on roulette.

However, the welcome offer was supposed to prioritize cash and there was no limit on the cash.

I would like KriptyCasino to explain this point.

When I requested a withdrawal, I still had $689 in bonus money left. I have no proof that this was used at a 2:1 ratio.

I have $1,000 in cash

You will also start with a $1,000 bonus.

At that time, due to a malfunction

Cash $623

I suspect that the bonus of $311 was used at a rate of 100%.

If you look at it like this, it all makes sense.

And actually my balance is

Cash: $9,592

There is also a picture showing that there is $689 remaining in the bonus.

Thank you for your reply, imachan. Do I understand correctly that the casino accused you of breaching the maximum allowed bet (€5)? Could you please forward me the message in which the casino specifically mentions the rule(s) you breached?

I sent it again by email.

The focus is on whether betting on roulette violates the rules.

I deposited $1,000 at the time.

If I had bet all-in and missed the amount, the bonus would have been consumed to get me $1,000 in cash plus a few more dollars.

However, I think there may be an image with bonus money in the first image you sent.

If I had violated the rules, the calculations would have been wrong unless I had bet around $1,400 on one roulette.

We believe that if they provide us with the images you sent and the previous terms of use, the problem will be resolved quickly as it is a glitch on the casino site.

Could you please specify which roulette you played? Did you place bets over €5 while the bonus was active?

Judging from the image, this is Evolution Gaming's auto roulette.

I don't know how long the bonus is valid, but at the beginning of the bonus period, I put €940 down with a little cash left over.

Have you had any issues with the evidence you've provided so far?

I believe this incident was caused by a system malfunction at KriptyCasino.

Aren't users in Quebec subject to similar confiscation measures?

I never overbet on the bonus bet.

Their bonus system had some issues which can be seen by examining the screenshots I provided.

Thank you very much, imachan, for your cooperation. 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 imachan,

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 Kripty 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

Hello everyone,

Thank you for your feedback. We always strive to improve and provide the best possible experience for our users.

To clarify the situation, the user deposited 1,000 USDT and claimed our first welcome offer, which includes a 100% matching bonus. However, the user then placed an all-in bet in Auto Roulette by Pragmatic while the bonus was still active.

As stated in our terms and conditions, there is a maximum bet limit of $/€5 per round when an active bonus is in play. Unfortunately, this bet exceeded the limit, resulting in the winnings being voided.

We appreciate your understanding and are happy to answer any further questions.

Thank you,

Kripty

Dear imachan,

Can you comment on the statement provided by the casino?

I'm all-in on the cash portion, leaving a small balance.

I understand there were no betting limits on the cash portion.

Can you provide proof that there were betting limits on the cash portion?

Dear imachan,

The welcome bonus offer contains this info:

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

Do I understand correctly that this info was not available/visible to you when you applied for and played with the welcome deposit bonus?

Dear imachan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the late reply

"If you have an active bonus in your account, the maximum bet per round is $/€5."

Am I correct in understanding that this information was not available/displayed to me at the time I claimed and played with the welcome deposit bonus?

The current terms and conditions state that the maximum bet amount for bonus money is $/€5.

I think you'll find out if you check with them.

Dear imachan,

It looks like we do not understand each other. I have asked you, if the information regarding max bet was not available to you at the time of you playing with a bonus, meaning if it was visible to you or not.

Dear imachan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.