CryptoCasino.com - Igrački račun je zatvoren nakon povlačenja sredstava.

They closed my account after I made a withdrawal. They let me deposit both times without any problem. When I went to withdraw, they said I had broken the law and closed my account.

Me cerraron la cuenta después de hacer el retiro , me dejaron depositar , ambas veces , sin problema , fui a retirar y dicen que incumplí las leyes y mi cuenta se cerró

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Araham,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Slot machines,

They didn't ask me to verify while I was playing; I made up to 3 deposits without any problems.

I won without a bonus

And while waiting to receive my deposit, the account was closed without notice.

Tragamonedas,

no me pidieron verificar mientras jugaba , hice hasta 3 depósitos sin problemas

gané sin bono

y esperando a recibir mi depósito la cuenta se cerró sin aviso

Dear Araham,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Abraham, thank you for your response.

I would greatly appreciate it if you could clarify whether you have ever reported any gambling-related issues to the casino's customer support, or if you have requested a self-exclusion at any point.

Furthermore, could you please let me know if there is a chance that you have created multiple accounts within CryptoCasino.com?

Thank you for your cooperation.

Customer service: I have previously contacted the casino's customer service on other occasions.

Self-exclusion: I have requested self-exclusion in some of my previous accounts.

Multiple accounts: Yes, I have created several accounts in the past, but my current claim refers only to this specific account, which is my primary account.

In this account, I have deposited funds and played legitimately without using bonuses, earning a profit of $1,200. My claim focuses exclusively on the payment of this profit, which has not yet been credited.

Atención al cliente: He contactado previamente con el servicio de atención al cliente del casino en otras ocasiones.

Autoexclusión: En algunas de mis cuentas anteriores he solicitado autoexclusión.

Cuentas múltiples: Sí, he creado varias cuentas en el pasado, pero mi reclamación actual se refiere únicamente a esta cuenta específica, que es mi cuenta principal.

En esta cuenta, he depositado fondos y jugado de manera legítima sin hacer uso de bonos, obteniendo una ganancia de $1,200. Mi reclamación se centra exclusivamente en el pago de esta ganancia, que aún no ha sido abonada.

Therefore, I request that this situation be reviewed comprehensively and that my winnings of $1,200 be returned to my main account, considering the casino's responsibility for its multiple control failures, including KYC verification and self-exclusion management.

I also request that the casino's negligence in allowing the creation of multiple accounts and activity on them despite self-exclusion restrictions be taken into account, as this constitutes a breach of its own terms. The magnitude of the deposits and losses is significant, and I believe this should be considered in the resolution of this claim.

Thank you for your attention and I await a prompt resolution.

Por lo tanto, solicito que esta situación sea revisada de manera integral y que se me devuelva la ganancia de $1,200 de mi cuenta principal, considerando la responsabilidad del casino en sus múltiples fallos de control, incluyendo la verificación KYC y la gestión de autoexclusión.

Solicito también que se tenga en cuenta la negligencia del casino al permitir la creación de múltiples cuentas y la actividad en ellas pese a las restricciones de autoexclusión, ya que esto constituye un incumplimiento de sus propios términos. La magnitud de los depósitos y pérdidas es significativa, y creo que debe considerarse en la resolución de esta reclamación.

Agradezco su atención y quedo a la espera de una pronta resolución.

Dear Araham,

Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had multiple accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

This rule is clearly stated in the casino's terms and conditions as well:

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Attila