Crashino Casino - Igrački račun je zatvoren bez obrazloženja.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crashino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did the casino inform you about blocking your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the disputed amount you entered when filing the complaint represents your unpaid winnings?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas,

Please see my answers below

Could you please advise how long you were a player at the casino and when exactly your account was blocked? I´´´´´ have been playing since February 2025 and the delete/blocked my account on August 18,2025.

How did the casino inform you about blocking your account? They have never informed about the blocking on my account

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) Slots

Did you achieve your current balance with the help of a bonus? No I did not

Do I understand correctly that the disputed amount you entered when filing the complaint represents your unpaid winnings? Correct.

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Sending you an email with all the documentation.

Thank you,

Martin

Thanks for your reply and the information you provided via email.

According to the information you provided, on August 18th, you requested a refund of your deposits made into the casino.

From our point of view, players are responsible for their account, their balances, and all bets taking place. If you requested a refund only due to reasons specified in your email, we don't think you are eligible for a refund.

In our opinion, every online casino needs to provide a mechanism of self-exclusion due to gambling problems. If you are suffering from gambling issues in an online casino, you need to inform the casino about them.

Once you disclose suffering from gambling problems to the casino, they are obligated to act to protect you from further gambling by blocking your account.

• Could you please clarify whether there was any withdrawable balance on your account in the casino?
• Do I understand correctly that your last deposits made in the casino were made on the 18th of August 2025?

Looking forward to your reply.

Dear Tomas,

Thank you for your response. I have already sent you comprehensive evidence of all emails sent to Crashino Casino, which clearly demonstrate that they unilaterally closed my account (User ID: 7CHVWK) on August 18, 2025, without any prior notification or justification. Furthermore, the casino has consistently failed to respond to my repeated attempts to contact them and has not provided an Alternative Dispute Resolution (ADR) mechanism, which is a clear violation of gaming regulations and their licensing obligations.

To address your questions:

Yes, there was a withdrawable balance in my account at the time of the closure, consisting of my deposited funds and winnings from slots, achieved without the use of any bonuses.

My last deposits were indeed made on August 18, 2025, as previously stated.

The casino’s refusal to engage, combined with their retention of my funds, points to predatory practices and potential breaches of anti-money laundering (AML) regulations. Their silence is not only a failure to comply with fair commercial practices but also raises serious concerns about their operational integrity. I have escalated this matter to the Curaçao Gaming Control Board, the Anjouan Gaming License Authority, and international bodies such as Interpol and the FATF, as their actions suggest possible fraudulent conduct.

I urge Casino Guru to thoroughly investigate Crashino’s practices and hold them accountable for their non-compliance and unethical behavior. Their failure to provide any explanation or resolution mechanism is unacceptable and should be a red flag for all players and regulators.

Thank you for your attention to this matter. I look forward to your support in resolving this issue.

Sincerely,

Martin ****

Dear Tomas,

I am submitting new evidence regarding Crashino / Igloo Ventures SRL and their continued failure to provide any response or resolution concerning my account and the unlawful withholding of my funds.

The attached screenshots (evidence 1–7) from my recent live chat interactions with Crashino’s support clearly show:

1.Their representative repeatedly avoids addressing the status of my complaint or confirming any action.

2.When directly asked what happens if they never reply to my emails, the agent provides no answer.

3.The chat is closed unilaterally by their support team without resolution or any commitment to follow up.

This is consistent with the same pattern of misconduct and bad faith I have already described in my complaint. Their refusal to communicate or resolve the issue only strengthens the evidence of fraudulent and unethical practices.

Crashino’s silence and evasive conduct continue to demonstrate their unwillingness to comply with any regulatory or ethical standards. I respectfully ask Casino Guru to take this into account as further proof of their bad faith and lack of cooperation.

Thanks for your replies.

Did the casino inform you about the reasons why your account was closed and your winnings confiscated?

Could you please explain whether your account was closed before your first request for a refund was addressed to the casino or after?

Please let me know.

The casino never informed me of any reason for closing my account or confiscating my funds. Since my initial communication requesting reimbursement, Crashino has not contacted me once—neither to provide an explanation nor to address my complaint.

To clarify:

1. My account was closed unilaterally by the casino after I submitted my first refund request.
2. I never received any prior notice, warning, or justification for this action.

This sequence of events strongly suggests that the account closure was a retaliatory measure following my legitimate request for the return of my balance. Such conduct not only violates principles of good faith and fair dealing but also constitutes a breach of consumer protection standards and anti-fraud regulations applicable to licensed online gaming operators.

I remain available to provide full documentation, including my email records and live chat transcripts, which confirm that the casino has consistently refused to respond or provide transparency.

I apologize for any misunderstanding.

Your responses seem contradictory.

On the one hand, you say the casino withholds your deposits and winnings; on the other hand, you claim the casino only closed your account after your first refund request was made.

Without evidence, there was a withdrawable balance on your account or that any balance was confiscated, this complaint will be closed, as we don't help players with refund requests for funds that were played down for reasons you cited in the complaint thread so far. Thanks for your understanding.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with an online casino in the future.

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

Player's message:

Dear Tomas,

Thank you for your follow-up.

Unfortunately, I do not have access to the exact remaining balance because the casino unilaterally blocked my account without any prior notice or explanation, preventing me from logging in or retrieving my financial records.

Despite multiple formal written requests sent to Crashino and its representatives, I never received any response from their support or compliance departments. They also failed to provide access to an Alternative Dispute Resolution (ADR) mechanism, which is a fundamental regulatory requirement for licensed operators and a key element of player protection.

To date:

My account was active and funded at the time I submitted my refund request.

Shortly after that, the casino closed my account arbitrarily and retained the funds.

All subsequent attempts to contact them have been ignored.

This conduct represents a serious breach of fair gaming obligations, transparency principles, and consumer protection standards applicable to license holders under the Anjouan jurisdiction.

I can, however, provide full documentation of:

My email correspondence and legal notices sent to Crashino and their licensing authority.

Screenshots from their live chat support, confirming that I must proceed via email — yet no reply was ever received.

Given these circumstances, I respectfully request that my complaint be reopened and reviewed in light of the casino’s ongoing noncompliance, lack of communication, and failure to provide a fair dispute resolution process.

Sincerely,

Dear marubio

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Tomas,

Thank you for the update and for your kind assistance throughout this process. I appreciate the follow-up and the clarity regarding the next steps.

I look forward to hearing from Michal and hope the matter can be resolved soon.

Best regards,

Martin

Hello marubio,

It's Michal once more. I've taken charge of this case. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite Crashino Casino to participate in this discussion and share their perspective.

Dear Crashino Casino,

I respectfully request clarification regarding the reasons that led to the decision to confiscate the player’s funds and terminate their account.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

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 Michal,

Thank you again for your continued efforts on this case.

At this point, the situation is very clear: Crashino – and by extension Igloo Ventures SRL, the operator behind multiple casino brands – has chosen to completely ignore every legitimate request for information, both from me and now from Casino Guru.

To reiterate:

• My account was closed only after I initiated a formal complaint and requested the return of my remaining balance.
• I received no explanation, no notice, and no access to my account, making it impossible for me to retrieve the exact balance myself.
• Crashino has never replied to a single one of my emails, legal notices, or evidence submissions.
• Their live chat repeatedly disconnects as soon as I ask about the status of my complaint, which is consistent with the pattern of avoiding accountability.
• And now, despite Casino Guru’s direct request, the casino is still refusing to cooperate or provide any justification for closing my account and retaining my funds.

This silence is not accidental — it reflects a systemic issue.

Any operator acting in compliance with gaming regulations would have no problem explaining:

• Why the account was closed,
• What happened to the balance,
• And what internal or regulatory grounds justified such actions.

Crashino (Igloo Ventures SRL) has provided none of this, even when invited by an independent and respected mediator such as Casino Guru.

This raises serious concerns not only about Crashino itself, but about all casino brands operating under Igloo Ventures SRL, since they share the same operator, policies, and compliance practices. If one brand treats players like this — closing accounts without explanation, withholding funds, refusing to communicate, and ignoring regulators and mediators — then every player using any of their platforms is exposed to the same risk.

I sincerely appreciate Casino Guru’s attempts to bring the operator into this discussion. Their refusal to respond speaks louder than anything I could say.

Thank you again for your assistance.

Best regards,

Martin

Dear marubio,

Unfortunately, I have still not received a response from the Crashino Casino team. I will follow up with them again and hope to receive an update soon.

In the meantime, could you please clarify how you arrived at the disputed amount of USD₮180,611? Do you have any proof or records of this balance prior to your account being closed?

Hi,

After reviewing the situation internally, we want to clarify the following:

The account was closed due to a confirmed breach of our Terms and Conditions. This wasn’t a sudden or arbitrary decision - it followed an internal review based on activity we’re not able to publicly disclose, but which clearly violated our platform rules.

At the time of closure, there were no pending withdrawals or confirmed winnings due to the violation in question. In line with our policy, funds that have already been wagered are not refundable, and no balance is returned in such cases.

We understand the player’s dissatisfaction, but our position has already been communicated clearly. Repeated legal threats and public accusations do not change the outcome when the facts remain the same.

For us, the matter is closed.

We appreciate Casino Guru’s efforts to mediate, but there’s nothing further we can add at this time.

-Crashino

Hello Michal,

Hello Crashino,

I will address this "response" from Crashino point by point, because every single statement they made is not only false, but deliberately misleading and meant to cover up the fact that Crashino – and all casinos operating under Igloo Ventures SRL – closed my account without any explanation, without any notice, without any communication, and without any proof of any alleged violation.

Let’s be absolutely clear:

1. "Confirmed breach of Terms and Conditions" – PROVE IT.

Crashino claims there was a "confirmed breach" of their T&C.

Where is the evidence?

Where is the communication?

Where is the timestamp, the explanation, the internal report, anything?

They cannot provide any proof because no breach ever occurred.

I have the Terms and Conditions printed and saved exactly as they were on the date they closed my account, and I have screenshots of the exact moment the account was closed, without:

No warning

No email

No request for information

No KYC conflict

No prior issue of any kind

Crashino claims they communicated this.

They did NOT.

They cannot prove a communication that never existed.

2. "This wasn’t a sudden or arbitrary decision" — Yes, it absolutely was.

Crashino closed my account instantly, without any prior message, and left me with:

No access

No explanation

No ability to withdraw

No reply for weeks

They completely disappeared until Casino Guru forced them to say something publicly.

If this was "not sudden," then Crashino should easily provide the message they supposedly sent me.

They can’t—because it doesn’t exist.

3. "Activity we’re not able to publicly disclose" — Conveniently vague, because they have nothing.

Every time a rogue casino gets caught stealing player funds, they fall back on the same vague excuse:

"We cannot disclose the violation."

Translation:

There is no violation. There never was. They simply confiscated funds unjustly.

If there is a real violation, they can communicate it privately to Casino Guru.

But they didn’t.

Why?

Because they have nothing to show.

4. "For us, the matter is closed." — This sentence shows their absolute arrogance and bad faith.

This is exactly the kind of behavior that destroys reputations in this industry.

A legitimate casino NEVER says:

"The matter is closed."

Especially when:

They ignored the player entirely

They ignored all communication

They failed to prove anything

They violated their own internal procedures

They failed to comply with basic consumer rights

This is exactly why all casinos under Igloo Ventures SRL deserve the lowest possible reputation rating, because this pattern of behavior is predatory and harmful to players.

Any operator that confiscates funds without explanation, hides behind vague excuses, refuses to provide proof, and then arrogantly declares "case closed" is demonstrating:

No transparency

No accountability

No regulatory compliance

No respect for players

No willingness to resolve disputes

This is a textbook example of a rogue casino operation.

5. FINAL POINT: If Crashino had any valid justification, they would have provided it immediately.

Instead:

They disappeared for weeks

They responded only when Casino Guru extended the timer

They provided a generic, empty, proofless excuse

They refused to share even basic details

They arrogantly dismissed the entire case

This behavior is not only unacceptable — it is dangerous for every player who deposits money with any casino under Igloo Ventures SRL.

I respectfully ask Casino Guru to take this into account when rating the operator, because no player should go through what I went through: having their account closed, their funds seized, and receiving zero evidence or explanation.

Thank you.

Dear marubio,

I completely empathise with your frustration regarding this matter, and you have raised several valid points that I will endeavour to clarify with the casino team.

However, I would appreciate it if you could confirm how you calculated the disputed amount of USD₮180,611, as this has not yet been addressed by you.

Dear Crashino Casino,

Please forward the information and evidence regarding the alleged violation of your rules that the player is said to have committed to michal.k@casino.guru for an independent evaluation.

Dear Michal,

Thank you for your message. We have now sent a detailed response and supporting information to the provided email address for further evaluation.

Dear Crashino Casino,

Thank you for your email. I have responded back with some follow-up questions to better understand the circumstances and am awaiting your reply.

Dear marubio,

Can you please confirm how you calculated the disputed amount of USD₮180,611, as this has not yet been addressed by you, and the information I have received so far refutes your assumption?

Hello Michal,

Thank you for your message.

To clarify the disputed amount of USD₮180,611:

1. This amount represents the total of all deposits I made into Crashino.

Because Crashino blocked my account unilaterally and without any explanation, I no longer have access to my full transaction history on their platform.

The only verifiable information I can rely on is:

my deposit history from my personal wallets and exchanges

my game and balance screenshots saved before closure

Crashino is the only party that currently has full access to login logs, balance logs, and account records — yet they continue to withhold all information.

2. I also earned more than 17,000 USDT in February 2026 — and Crashino refused to allow me to withdraw it.

This is easily verifiable in their logs.

There is direct recorded evidence in their system that:

my account had withdrawable balance,

I requested withdrawals,

they did NOT process them,

and instead blocked any attempt to cash out.

If Crashino claims otherwise, they can demonstrate it by simply providing:

withdrawal request history,

balance logs,

timestamps of blocked withdrawal attempts.

They have not done so.

3. Crashino never informed me of any alleged violation — no email, no notice, nothing.

Their claim about "internal review" and "communication" is false.

There was:

no warning

no request for documents

no explanation

no rule cited

no proof provided

no ADR contact information

They cannot provide evidence of communication because no communication ever took place.

4. Crashino still refuses to present the alleged "violation."

If a real violation existed, they would be able to:

specify which rule was violated,

when it occurred,

and provide evidence.

Instead, they hide everything behind vague statements and secrecy — which is unacceptable for any operator claiming legitimacy.

A legitimate casino does not close accounts without explanation and confiscate balances without proof.

5. If Crashino disputes my deposit total or the winnings I had, they must provide the full account ledger.

This includes:

total deposits

total wagers

total withdrawals

declined withdrawals

account balance at the moment of closure

I am fully willing to review any verifiable data they provide.

But until Crashino actually discloses the full and complete history — something they have refused to do — the only figure I can rely on is the total of my verified deposits.

6. My claim remains valid until Crashino provides transparent, verifiable evidence.

So far, they have provided:

no proof

no explanation

no evidence

no communication

no account history

no violation details

Yet they confiscated everything and closed my account permanently.

This behavior speaks for itself.

Thank you.

Dear Crashino Casino,

Thank you for providing me with all the information and evidence relevant to this matter.

Dear marubio,

Thank you for your patience. After reviewing the situation in detail, including the information and evidence provided by the casino, it appears that the circumstances differ from what was initially described in your message.

I understand that having your account closed — especially without a proper explanation — can feel disappointing. However, Crashino Casino, like the vast majority of online casinos, includes clear rules in their terms and conditions regarding account suspension or closure to which you agreed to when you created your account. In this case:

6. Your Account

• 6.3. We may close or suspend an Account if you are not, or we reasonably believe that you are not, complying with these Terms, or to ensure the integrity or fairness of the Service, or if we have other reasonable grounds to do so. We may not always be able to give you prior notice…
• 6.4. We reserve the right to close or suspend any Account without prior notice and return all funds. Contractual obligations already matured will however be honoured.

These clauses, or very similar versions, are standard across the industry and, as mentioned, can be found in almost all online casinos.

The casino team also shared additional context regarding their decision. According to them:

The player is requesting a full refund of all wagers and deposits ever made on their account.

The decision to close the account was made after repeated inappropriate use of communication channels, unfounded threats of legal action, and a general pattern of behavior that left us no choice but to act. This was treated as a business decision, as permitted by our terms, and not due to any unresolved gameplay or balance issue.

Furthermore, the evidence presented indicates that when your account was closed back in August 2025, the balance was merely 0.04 USDT. All prior funds had been utilised and lost during your regular gameplay, and no funds were retained as you have suggested. So your previous statement doesn't align with the facts.

I must conclude that the casino acted within its rights, and there is no evidence of withheld funds or outstanding financial obligations.

In light of this information and evidence, I have no choice but to regard your complaint as Unjustified. There was no detected wrongdoing on the part of the casino; rather, your complaint appears to be a means to pressure the casino team into releasing funds for which you are not entitled. This is certainly not the intended use of our complaint forum.

Should you still feel justified in your position and believe that the casino has unjustly treated you, you are welcome to file a complaint with the casino's licensing authority, which, if I understand correctly, you already did. However, we are unable to assist you further in this matter, and this case will be classified as mentioned above.

Please keep me informed about the response from the licensing authority and their decision at michal.k@casino.guru

Best regards,

Michal

Casino Guru