The player from Lower Saxony has a complaint about Kryptosino's ineffective responsible gambling system. The player repeatedly self-excluded but then had their ban lifted by merely sending an email, leading to substantial financial losses. The player sees this as a form of irresponsible gambling encouragment from the casino and therefore demands a refund of the most recent deposits.
Kryptosino Casino - Player struggles with casino's inadequate responsible gambling system.
Amount: €3,000
Kryptosino Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
About a month ago, I began playing at Kryptosino. While I have made some small winnings, my losses greatly outweigh them. I started using the responsible gambling tool and I contacted live support inquiring why, in my profile, it indicates that one can remove their deposit limit, yet I couldn't set one even though I wanted to. I was told by support that such a system doesn't exist. Consequently, I self-excluded myself for a few days. However, the live support explained to me that I could lift this at any time just by sending an email.
I found myself wondering why I could restrict myself for, say, 7 days, but then, merely 5 minutes later, I could write an email, answer whatever questions the support wants to hear because I'm addicted and want to gamble. The casino would write back within a maximum of 15-30 minutes, reinstating my access. I performed this self-exclusion process multiple times over several days, sometimes twice a day, only to have my account repeatedly reopened. It allowed me to keep losing more and more money to the extent that I vented my frustration by sending abusive emails to the support team. In my state, it should have been apparent to the casino at a very early stage that I was a gambling addict and should have had me permanently banned. Yet they did nothing, and I ended up losing thousands of Euros. Multiple times I told live chat support to ban me, but they insisted that only I could do so via my profile. Still, I did this multiple times over several days. Unfortunately, each time, my self-imposed bans were reversed via countless emails, enabling me to continue squandering my money.
I am hereby demanding a refund of my most recent deposits from this casino, on grounds that they in no way encourage responsible gambling. Despite having a restriction system, it is essentially useless for gambling addicts like myself.
Automatic translation:
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1 year ago
Hello Kevbo1337,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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1 year ago
Translation
Anyone who runs a casino should also train the staff in the live chat, the whole casinos always talk about responsible being at the top, that is not the case, I have pathologically closed and reopened my account 10-14 times several times a day in a week and there Every normal person has to understand that this person has a gambling problem and that was skillfully ignored. I wrote insults etc. to the casino several times in the live chat. In many other casinos I was immediately blocked because the casino had the impression that I was addicted to gambling and they have mine Access permanently blocked. This casino knew from the start that I was addicted and let me gamble away thousands of euros without having a conscience.
I told the casino several times that the RTP was bad and I was wasting a lot of euros. The casino staff didn't even decide to point out to me that I should take a break. Instead, I was told by the staff in the live chat because I said what is that for a locking system if I can unlock myself again after a few minutes, I thought every addict unlocks themselves immediately. Then the support told me every person has to have self-control, but that's not the case with an addict, this casino is below all sow
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1 year ago
Hello Kevbo1337,
Many casinos use outsourced live chats and the agents are not even able to do actions like self-exclude a player. Unfortunately, unless you mentioned gambling addiction, there is nothing we are able to do as the casino acted only by their terms.
If you have any proof of requesting self-exclusion please forward it to nikolas.b@casino.guru otherwise we will be forced to reject the complaint.
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1 year ago
Translation
You work with the casinos in exactly the same way, they work against complaints, not for someone who has no chance against such big companies, they should be ashamed, they advertise for all these scam casinos and make money from the suffering of others. They can close their entire site
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