The player from Finland claims to have ranked on the leaderboard at Kryptosino casino but was suddenly prohibited from future participation and denied his €350 prize. He seeks assistance in retrieving the funds he believes he is entitled to.
Kryptosino Casino - Player’s winnings have been confiscated.
Amount: €350
Kryptosino Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
Kryptosino Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
4d 16h 37m 2s
Case summary
2 days ago
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1 week ago
Translation
I was on the leaderboard at the Kryptosino casino, ranking fourth weekly and fifth monthly, with respective prizes of €100 and €250, totaling €350. When the weekly contest ended, I was suddenly informed that I am now prohibited from participating in the leaderboard in the future, and they refuse to pay me any of the €350 prize. I would like Casinoguru to help me get what rightfully belongs to me. Thank you.
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1 week ago
Dear Jarski88,
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.
Have you ever won a prize from the leaderboard contest?
Has the casino informed you about the reasons for the prohibition and cancellation of the prize?
Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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1 week ago
Translation
Hi, yes I have won free spins many times and they added those free spins to me correctly, but they refuse to pay those cash prizes. No. The casino has not informed me of the reason why I can no longer join the leaderboard, even though I have tried to ask many times. I sent you an email with screenshots of the conversation we had.
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1 week ago
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Hi, when I tried to log in today, I couldn't log in, so I asked customer service why I can't log in, and they answered that my account is closed and they don't have more detailed information about why. I would also like you to find out why my account has been closed because I haven't received a more detailed explanation.
I also have cashback at that casino without getting about €100 in advance in addition to the prizes on the leaderboard.
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1 week ago
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I got this answer from the casino. I don't understand what the hell the review is and why, because I don't think I've done anything wrong.
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5 days ago
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Hello again, I went to kryptosino's customer service again to ask about the prize and the opening of the account, and I got this answer.
I have tried to contact kryptosino's customer service many times by email, but I have not received any answer to any of my questions.
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2 days ago
Dear Jarski88, thank you for the information provided.
Has the casino specified any reason for the prize prohibition and cancellation?
Have you received the results of the security review?
Were there any funds remaining in your casino account when it was blocked?
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2 days ago
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I have tried to ask the customer service many times, but I have not received any answer. Live chat they don't know anything because another department is said to be handling the cases in question and they haven't replied anything to my emails for a long time. No, I have not received the results of the information security audit. I have also tried to ask customer service about them many times, but I have not received any answer. They don't really have any valid reason not to pay me the money due to me and no reason to close my game account. I had about €15 in money there from my game account and I would have received a cashback of about €100, which would also have been real money.
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Casino Guru is examining the case
