CryptoWins Casino - Igrački nalog je neočekivano zatvoren.

My account was suddenly suspended while I was attempting a withdrawal. Initially, I was asked to complete KYC, which I did successfully; however, shortly after, I received an email stating my account was suspended due to an allegation of having duplicate accounts. This makes no sense, as I had only just registered on the cryptowins.com site. I signed up in 2025 and claimed a sign-up bonus. In 2026, I received an email offering tokens for a balance auction; I won a $6 balance, played with it, achieved winnings of $69, and then tried to withdraw the funds. I have contacted them via email, but there has been no follow-up or response.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please forward me the email you received from the casino regarding the alleged duplicate account issue at veronika.f@casino.guru?

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

I used a public network once. I did not use a VPN.

Dear wweduss

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, Martina (martina.b@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,

Veronika

Dear wweduss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CryptoWins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

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.

Hi everyone,

Sincere apologies for delayed response, as the original email notification of this issue landed in our spam 🙏

Nonetheless, upon checking our filed I've discovered that the same account holder indeed has two different CryptoWins accounts: id WONGKALI and account id WEDUSS, similar to his CG nickname.

Both these accounts have been opened in December 2025, with a $15 Free chip claimed through both these accounts, details of which can be easily provided as a proof.

Unfortunately this is strictly against the terms, specifically #4 of CW General terms: Players may have only one account per household at CryptoWins and agree not to open any more accounts on the website.

source: https://www.cryptowins.com/en/terms-and-conditions#general-terms

Please, don't take it personally. Instead, check out Trustpilot review page for CryptoWins and our other brands, such as Slotland or Winaday, where you'll see many happy stories of players who were able to successfully cash out from a free chip. Only they were doing it the right way, and did not violate our terms.

Apologies for not being able to offer any better response than this.

Warm regards, CryptoWins

Dear CryptoWins Casino,

Can you please send me the supporting evidence to my email address? - (martina.b@casino.guru)

Thank you so much in advance

Supporting evidence provided to CW via email.

Dear wweduss,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and abuse of the first deposit bonus.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case.