Kryptosino Casino - Player’s winnings have been confiscated.

Olin kryptosino kasinolla tulostaulukossa viikottaisessa neljäntenä ja kuukausittaisessa viidentenä ja noiden palkinnot olisivat olleet 100€ ja 250€ eli yhteensä 350€. Nyt kun se viikoittainen kisa päättyi niin minulle vain yhtäkkiä ilmoitettiin että minut on estetty osallistumasta tulostaulukkoon jatkossa eivätkä he suostu maksamaan minulle yhtään tuosta 350€ palkinnosta. Haluaisin että casinoguru auttaisitte minua saamaan sen mikä minulle oikeasti kuuluu. Kiitos.

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

Hei, kyllä olen voittanut monta kertaa ilmaiskierroksia ja he kyllä lisäsivät minulle nuo ilmaiskierrokset ihan oikein mutta noita raha palkintoja eivät suostu maksamaan. Ei. Kasino ei ole ilmoittanut minulle syytä miksi en voi enään liittyä tulostaulukkoon vaikka olen sitä monta kertaa yrittänyt kysyä. Lähetin sinulle sähköpostia jossa on kuvakaappauksia meidän käymästä keskustelusta.

Hei, kun tänään yritin kirjautua sisään niin en päässyt kirjautumaan niin kysyin asiakaspalvelusta että miksi en pääse kirjautumaan niin he vastasivat että tilini on suljettu eikä hänellä ole sen tarkempaa tietoa että miksi. Haluaisin että selvitätte myös että miksi tilini on suljettu koska en itse ole saanut siihen mitään tarkempaa selitystä.

Minulla on kyseisellä kasinolla myös cashbackia saamatta nyt noin 100€ edestä noiden tulostaulukon palkintojen lisäksi.

Sain tällaisen vastauksen kasinolta. En kyllä ymmärrä mikä ihmeen tarkistus ja minkä takia koska en omasta mielestäni ole tehnyt mitään väärää.

Hei taas, kävin kryptosinon asiakaspalvelusta taas kysymässä sitä palkintoa ja tilin avausta niin sain tällaisen vastauksen.

Olen yrittänyt ottaa kryptosinon asiakaspalveluun monta kertaa yhteyttä sähköpostitse mutta en ole saanut mitään vastausta mihinkään kysymyksiini.

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?

Olen monta kertaa yrittänyt asiakaspalvelusta kysyä mutta en ole saanut siihen mitään vastausta. Live chat he eivät tiedä mitään koska joku toinen osasto kuulemma käsittelee kyseiset tapaukset ja minun sähköposteihin he eivät ole vastanneet pitkään aikaan yhtään mitään. Ei en ole saanut tietoturvatarkastuksen tuloksia. Olen niitäkin yrittänyt asiakaspalvelusta kysyä monta kertaa mutta en ole saanut mitään vastausta. Ei heillä ole oikeasti Mitään pätevää syytä olla maksamatta minulle kuuluvia rahoja eikä mitään syytä sulkea pelitililtäni. Oli minulla noin 15€ siellä pelitililtäni rahaa ja olisin kohta saanut cashback noin 100€ mikä olisi myös ollut oikeaa rahaa.

Thank you very much, Jarski88, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Jarski88,

I am so sorry to hear your account got closed and your funds got confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kryptosino Casino representative to join this conversation and participate in resolving this complaint.

Dear Kryptosino Casino,

Could you comment on this? What was the reason that the player hasn't received the winnings from a weekly tournament? Why was the player's account closed with an active balance?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Guru analysts and Jarski88,

Firstly, I would like to clear out some statements out that may have been wrongly translated or presented. The player wasn't participating in a competition staged by a provider or anything, he is referring to the casino leaderboard standings that are part of our loyalty program. We have daily, weekly and monthly leaderboard for our active players based on which we reward their loyalty and activity.

The 250€ he is referring to in his post are part of the monthly leaderboard, where he stood at fifth place, at the time. Please note that the monthly leaderboard closed on the 30th of November, and jarski88 was on it up until the 11th of November. He wasn't on the final standings, therefore we must refute the statement that we owe him 250€. 

We paid what we owed to him, and that were his legitimate winnings, he won nicely and was paid fairly. 

As he was insulting to the live chat agents, clogging the communication channels repeatedly and threatening with complaints, our risk management department decided to place him under Security Review and withold the 100€ from the weekly leaderboard. We reserve the right to exclude players from our loyalty program due to reasons that go against our Casino policy and fair gaming. 

Jarski88 states in his complaint that the casino wasn't replying to him but we have proof that he was informed about everything, and can provide it privately if needed. The fact that we didn't reply to his additional 22 emails is solely because it is considered abuse of the communication service and we were clear enough in our initial e-mails. We deemed additional communication unnecessary which would only fuel him further.

I remain available if further clarification is needed. As far as the Security review goes, he will be informed once the relevant department reaches a resolution. 

Respectfully, 

Kryptosino

Valehtele kuule lisää. Ensinnäkin siitä tulostaulukosta niin olin viikoittaisessa neljäntenä ja pelkästään jo tuosta minun olisi kuulunut saada teiltä 100€ rahaa koska se palkinto oli 100€ minkä eväsitte minulta ilman että kerroitte minulle edes syytä siihen. Sitten tuo kuukausittainen tulostaulukossa olin viidentenä jonka palkintona olisi ollut 250€. Olisin hyvin voinut pysyä tai päästä jopa paremmalle sijalle jos ette olisi ilman mitään syytä sulkenut pelitiliäni. Lisäksi minulla oli 15€ rahaa lompakossa ja olisin kohta saanut cashback noin 100€. Minun mielestäni ette tosiaankaan ole maksanut minulle kaikkea mikä minulle oikeasti kuuluu. Ja sitä paitsi menin chattiin ja lähetin teille niitä sähköposteja vasta sen jälkeen kun olitte jo evänneet minulta sen palkinnon tulostaulukosta ja sulkeneet minun pelitilini. Miksi ihmeessä minä turhaan lähettäisin kymmeniä sähköposti viestejä ja uhkailisin valituksella jos siihen ei ole pätevää syytä. Minä voitin kyllä hyvin rahaa kyseiseltä kasinolta mutta niissäkin meni noin kolme-neljä viikkoa ennen kuin maksoitte minulle kaikki minun voittamani rahat ja teidän sivulla lukee että nostot ovat välittömiä. Ei ollut kyllä välittömiä minun kohdallani. Ja suljitte kyllä tilini sen takia koska voitin koko ajan vaan lisää ja lisää rahaa niin ette halunneet enään maksaa minulle minun voittoja. Enkä kyllä ollut tietoinen kaikesta niinkuin te väitätte. En edes vieläkään tiedä mikä oli minun käyttäjän turva tarkastuksen tulos? Voisitteko vastata siihen? Nuo kaikki mistä minua yritätte syyttää tapahtui kyllä vasta sen jälkeen kun olitte jo sulkenut pelitilini ja evännyt minulta nuo tulos taulukon palkinnot. Olette minun mielestäni kyllä edelleen velkaa minulle rahaa.

Dear Kryptosino Casino,

Thank you for your response and the information provided.

We understand that the "insulting to the live chat agents, clogging the communication channels repeatedly and threatening with complaints" is enough reason to close the player's account. But we believe the player should be paid his winnings, in this case, at least 15€. Could you state if the weekly leaderboard and cashback winnings need to be wagered before they become withdrawable?

I'll be awaiting your reply.

Mutta kun en minä oikeasti ottanut yhteyttä asiakaspalveluun vasta ku sen jälkeen kun minun pelitilini oli jo suljettu ja voitot takavarikoitu. Ei minulla ollut sitä ennen mitään syytä lähettää sähköpostia tai ottaa yhteyttä asiakaspalveluun. Lähetäppä kryptosino casino todisteet että olen tehnyt jotain mitä te väitätte ennen ennen kuin minun pelitilini oli suljettu. Oikeasti se meni niin että aluksi tuo kryptosino casino ei suostunut maksamaan minulle minun viikottaista palkkiota tulos taulukko listasta ja vasta sen jälkeen otin yhteyttä asiakaspalveluun ja lähetin sähköpostia en ennen sitä.

Hello Stefan, 

No problem, it is never easy to reach such a decision but it rests on us to maintain a positive environment.

The cashback that players accumulate and claim via their player profiles doesn't have any wagering while the leaderboard rewards that we send have x10 wagering before becoming available to withdraw. 

The player had 14,79€ on his balance, we adjusted it to 20€ which is the minimum withdrawable amount and we sent it to his Skrill. Let me know if you need proof of payment. 

Remaining available. 

Kind regards, 

Kryptosino

Kyllä se 20€ tuli minun Skrill tililleni. Voisitteko kryptosino kasino maksaa minulle vielä edes sen cashback mikä oli noin 100€? Jos sen vielä voisitte maksaa koska sehän on ihan oikeaa rahaa niin olisin tyytyväinen.

Dear Kryptosino,

Thank you for your response and the information provided.

Since the player's account has been blocked, we believe they should receive the cashback of €100, as it does not have any wagering requirements. However, the player is not eligible for the leaderboard winnings due to the 10x wagering requirements associated with it.

I'll be awaiting your reply.

Dear Stefan,

We would like to address the player's concerns regarding the 100€ bonus from their leaderboard placement. Please note that this bonus is subject to a x10 wagering requirement and, as outlined in our Terms and Conditions, cannot be withdrawn immediately.

Regarding the cashback, the player is currently ineligible. As detailed in our prior communication, they had a balance of 14.79€, which we adjusted to 20€ and subsequently paid out. This adjustment represents the final amount owed to the player, and no further payments are due.

Additionally, the player has been excluded from the loyalty program, rendering them ineligible for cashback. Their account has been deactivated, and as per our Terms and Conditions, we reserve the right to exclude individuals from leaderboards and loyalty programs based on the outcome of a security review or individual evaluation.

All legitimate winnings have been processed and paid to the player in accordance with our policies. Therefore, we confirm that we have fulfilled our obligations in this matter, and no further action is required on our part.

Kind Regards,

Kryptosino

Kyllä teidän kuuluu maksaa se 100€ cashback minulle. Oikeasti teidän kuuluisi maksaa myös se 100€ palkinto siitä tulos taulukosta koska en ollut vielä silloin erotettu tulos taulukosta kun voitin tuon palkinnon. Ja lisäksi olisin varmasti voittanut myös sen kuukauden tulos taulukosta vähintään sen 250€ koska olisin varmasti pysynyt siinä vähintään neljäntenä ellette olisi ilman syytä sulkenut tiliäni ja näin ollen estitte pelaamiseni mikä johti siihen että putosin ulos taulukosta lopulta palkinnoilta pois. Minusta vähintä mitä kryptosino casino voi tässä vaiheessa tehdä on maksaa minulle se 100€ cashback. Tuokin 20€ minkä siirsitte jo minulle oli osa sitä päivittäistä cashbackia.

Kryptosino what was My account security review result?? Can you tell me Even that?

Dear Kryptosino,

As you have adjusted the withdrawal from 14.79€ to 20€, we believe that the remaining 94,79€ should be paid to the player. The player opted for a cashback option prior to the blocking of their account, and as this amount does not carry any wagering requirements, it should be paid out. Failing to fulfill the obligations will lead to a closing of the complaint as unresolved, which might lower the rating of the casino on our website.

Your understanding is much appreciated.

I think they should pay me My weekly leaderboards prize 100€ too because i wasent exluded leaderboards when i win that prize. IT was after IT. So in My mind they Have to pay me 200€.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jarski88 and Stefan, 

Just want to roll back a little because Guru seems confused as to what we should or not pay. Jarski88 with his signature back to back baseless claims and requests tend to confuse a neutral observer into thinking he has been wronged, so I find no fault in Guru for being a victim of his relentlessness manipulation. 

I will sum up the whole ordeal and if anything is unclear, Stefan please ask. 

We don't owe him 94.79€ because this part that Jarski88 wrote 'Yes, you have to pay the 100€ cashback to me' is baseless, he doesn't have 100€ cashback that we need to pay and is just writing things for the sake of getting as much as he can from this situation. 

We paid him 20€ because he had 14.79€ on his balance, and since the minimum withdraw amount is 20€, we showed good will and sent him the 20€. I repeat, that money was on his balance, not from cashback, leaderboard or the plethora of bonuses Jarski88 is asking for. We paid our dues to him and won't allow to be extorted anything further based on the complaint outcome.

' The player opted for a cashback option prior to the blocking of their account, and as this amount does not carry any wagering requirements, it should be paid out.' - the moment he was excluded from the loyalty program, is the very same moment his pending bonuses were voided. He didn't opt for a cashback option, it is a given to all well intending users that play on our site. As per our Bonus Terms and Conditions, we retain the right to exclude players from the loyalty program based on a Security review.

As the Security Review proved negative, he is banished from using our services. He played, he won, we paid him out and that is the end of story.

Kryptosino why My security review was negative??? And yes i had there at least 100€ cashback and you should pay me that weekly leaderboards prize too because i wasent exluded leaderboards when i win that prize. You closed My account without any reason because you did not want to pay me anymore that was The reason why you first exluded me from The leaderboards and Then later closed My account. You Have to pay me 200€ at least.

Wait i just saw screenshot and i was 3th in weekly leaderboards and 3th prize is 200€ so you Have to pay me 300€ not 200€. Here is a screenshot that leaderboards prizes. And kryptosino i Have screenshot too how much i had cashback in My account i can send that too here.

Dear Kryptosino Casino,

I have discussed the case with our team and we believe that the player should not receive any winnings from the leaderboards, but if the cashback was won from real money or losses, the player should receive it before the closure of the account. Our standpoint is final and if you fail to pay the player the cashback, the complaint will have to be closed as "unresolved" which might lead to lowering the safety index of your casino on our website.

I hope we can come to a mutual agreement.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kryptosino Casino,

As we haven't received any response from your side and you apparently do not want to pay the player the cashback, the complaint will be closed as "Unresolved - Against Fair Gambling Codex".

If you reconsider your decision, you can request a reopen of the complaint anytime.

Your understanding is much appreciated.

Kind regards,

Stefan, Casino.Guru