HomeComplaintsKripty Casino - Player’s withdrawal request is denied.

Kripty Casino - Player’s withdrawal request is denied.

Amount: 9,591 ₮

Kripty Casino
Submitted: 15 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

4d 19h 52m 59s

Case summary

The player from Japan's withdrawal request is denied after winning with a welcome bonus, as the casino claims he violated betting limits. He seeks clarification on the specific terms he allegedly breached but receives no transparency about the accused violation or the game round involved.

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Translation

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.


Automatic translation:
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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

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Translation

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.

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Translation

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.


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Translation

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.

Automatic translation:
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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?

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Translation

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.



Automatic translation:

Casino Guru is examining the case

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