Crypto-Games.io Casino - Nalog igrača ostaje otvoren uprkos zahtevu za zatvaranje.

I have a problem with a casino, crypto-games.io, since almost a year back.

It all started with a lot of losses and feeling that i started to lose control of my gambling in 11th of march 2024, so i sent them a email to close my account due to gambling issue. My account was never closed and i was allowed to keep gambling and deposit thousands of dollars. 

This kept on going until one day were i tried to have it closed once again so i contacted them in chat 3rd of october 2024, that i wanted my account to be permanent closed due to gambling issue and was advised to set a self exclusion. 

I tried but was not able to set this myself so i sent a request by email and stated that i have a gambling issue and must be permanently closed.

After this, it was completely silent and i got no response for weeks and my account remaines opened and allowed to deposit. While I was trying to get my account closed I lost another 1300TRX aswell as 1300XRP just since my last reques in october.

I tried to find a license issuer or a gambling comission to filé a complaint as they did not take actions against my statements mad in both chats and email. YES, they did advise how i should be able to self exclude, and NO, it did not work so i contacted them again, and again and again.. 

However i think, as a seriös gambling company, you want players to feel safe and secure, not push them to play more and add bonuses to their account when they make such a request no? They didnt even disable the deposit function?

I have tried to get help via Askgamblers but they just closed the forum after they Said they advised me how to self exclude, but they missed the whole Point of my request that i stated gambling issue several times both by mail and chat and was still allowed to deposit and gamble a huge anonymt of money away.

I have screenshot of proving that deposits have been made after this requests been made, of chat log from provider showing date and username for my last request and of my request via email showing date and statement for both 11th of march 2024 and 3rd of october 2024, of my transaction history on casino.

Please help me, i really really need this money and if possible, do not post my name on your forum im, If must take my username on casino : jarcir

I want a full refund of every deposit that has been made to my account after my first request to be permanently closed 11th of october 2024. And If you are not able to assist me, please advise me how i can proceed to get my funds back. 

Dear Jarcir,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please forward me the original emails requesting self-exclusion that you sent to the casino in .eml format (as attachments)? My email address is [email protected]. Kindly send me all the other evidence you have mentioned, including the screenshots of your deposits and your conversations with customer support.

Are you still able to access your casino account or has it been blocked in the meantime? If the casino blocked it, please provide a specific date of your account's closure.

Have you received any responses to the emails you sent to the casino?

Have you passed the full KYC verification?

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

Best regards

Veronika

Thanks.

I sent the attachments.

I can't log in, I got blocked after Askgambler tried to help me, can't give an exact date, but sometime in November 2024.

I was also not asked to complete any KYC or submit any documents during my time playing there.

Because I have been blocked, I cannot access my account history and they refuse to cooperate or send an extract of all personal data, transactions and logs that I requested under GDPR.

Tack.

Jag skickade bilagorna.

jag kan inte logga in, jag blev blockerad efter Askgambler försökte hjälpa mig, kan inte ge ett exakt datum, men någon gång i november 2024.

Jag blev inte heller ombedd att slutföra någon KYC eller skicka några dokument under min tid jag spelade där.

eftersom att jag har blivit blockerad kommer jag inte åt min kontohistorik och dom vägrar samarbeta eller skicka ett utdrag av alla personliga uppgifter, transaktioner och loggar som jag begärt enligt GDPR.

Correction*

I want a full refund of every deposit that has been made to my account since my initial request to be permanently closed on March 11, 2024. And if you can't help me, please advise me on how I can proceed to get my money back.

Korrigering*

Jag vill ha en full återbetalning av varje insättning som har gjorts till mitt konto efter min första begäran om att stängas permanent 11 mars 2024. Och om du inte kan hjälpa mig, vänligen tipsa mig om hur jag kan gå vidare för att få tillbaka mina pengar.

Please forward me the original email you sent to the casino on 11 March. Do not send it as a screenshot but as an attachment in EML format.

When was the next time you requested your account to be closed? Was it on April 3? Have you made any other additional requests to close your account from April to October 2024?

Also, have you followed the casino's suggestion to self-exclude via your profile?

Absolutely, I will forward my inquiries via email to you.

I have requested closure due to gambling addiction several times, the first time in March via email, I don't remember if I contacted them via chat and therefore I have requested all details regarding my account from them but they ignore my request. The second time was in April, and the last times via both chat and email in October.

All times I have tried to exclude myself but have not been able to lock it and hence several requests for permanent closure.

Please see forwarded emails.

Absolut, vidarebefordrar mina förfrågningar via mail till dig.

Jag har begärt stängning pågrund av spelberoende flertal gånger, första gången i mars via mail, minns inte om jag kontaktade dom via chatt och därav har jag begärt alla detaljer gällande mitt konto från dom men dom ignorerar min förfrågan. Den andra gången var i April, och senaste gångerna via både chatt och mail i oktober.

Samtliga gånger har jag försökt själv exkludera men har inte lyckats låsa den och därav flertal förfrågningar om permanent stängning.

Vänligen se vidarebefordrade mail.

Thank you very much, Jarcir, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jarcir,

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 Crypto-Games.io 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

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.

Please advise me where i can file a for al complaint to get help with this scam!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a Costa Rican license, which currently does not deal with dispute resolution, and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of Crypto-Games.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have received the following message from the casino:

"Hello,

Thank you for raising your concern regarding self-exclusion.

After reviewing your account, we can confirm that your request for permanent self-exclusion was successfully processed on October 31, 2024, at 18:39. From that moment onward, your account has remained closed in accordance with our responsible gaming policy.

As outlined in our Terms and Conditions under the Self-Exclusion section, self-exclusion requests submitted via email are not processed instantly. There may be a delay between the time a request is sent and when it is confirmed and actioned by our support team. We advise players to avoid any gambling activity during this period, as we are not liable for any losses incurred before confirmation of the request.

Best regards,

Crypto-Games Complaints Team"

Dear Crypto-Games Casino,

Can you tell me when exactly did you receive a properly formatted self-exclusion request?

Please note that my first request to be permanently blocked on their site and within their network was on March 11, 2024, then it was not a request for self-exclusion not permanent blocking, as every time. Is there a screenshot of this

Vänligen notera att min första begäran om att bli permanent blockerad på deras sida samt inom deras nätverk var den 11 mars 2024, då var det inte en begäran om själv uteslutning inte permanent blockering, såsom varje gång. Finns skärmbild på detta

Dear Crypto-Games.io Casino,

Can you confirm that you have received a properly formatted self-exclusion request on the 11th of March?

Dear Jarcir,

I have urged the casino to provide us with a reply here in the thread. I am setting one last timer. Your patience is greatly appreciated.

Once again, the casino has remained silent and did not provide us with an answer to further questions. I am forced to close this complaint once more.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal V