I am writing about a negative experience I had with Kripty Casino. In November I deposited on the site in Bitcoin and received a bonus. I opened a slot and noticed that my full balance did not appear. Only my real money balance appeared available to bet in this slot. I made large bets with real money and ended up losing it all.

I still had my bonus money left. I noticed that the rules at the time said that I was not allowed to bet more than €5 a spin with the bonus. I opened another slot and bet exactly €5 a spin. I had to do a huge amount of betting to be allowed to release the bonus. After playing many thousands of spins I ended up winning 0.1837881478 BTC which was converted to real money.

I had to send documents to Kripty Casino for verification. This was done and they accepted all of my documents. My account was fully verified. I then tried to cash out and this was when the problems began. I received an email informing me that I had broken the rules (see attachment "Kripty First Email"). They said that I had bet more than 5 EUR with bonus funds. This is false. I may have bet more than that with real funds but never did with bonus funds. I have attached part of my game history that was available (see attachment "Kripty History"). You can see that in the first game my bets are higher than the maximum allowed with bonuses. Those were real money bets. Bonus funds do not show up in the balance at all on that game, so there is no way those bets can be confused as being made with the bonus. When I lose all of my real money you can see that on the second game my bets were 0.00005978 BTC which at the time was exactly €5. I cannot show you the full history because it was thousands of spins long and would need several hundred pages of attachments. But I used an autoplay feature which was set to bet €5 and repeated for many thousands of spins the same amount. 

I exchanged some emails with Kripty explaining everything above: That I had followed the rules of the bonus with my bonus funds and that my real money bets must be being confused for bonus bets. They said that they would look into it and then copy pasted the same email refusing to pay. They added one extra line in that email saying that bet size breaches had been made on bet IDs 26177165238, 26177166462, 26177167907. I could not even find these bet IDs in the history. But you can see that with the first game I played which only allows real money, the bet IDs all start with 261xxxxxx. As for the second game in which I used bonus funds and never bet over €5, those IDs all start with 120xxxx. Based on the first digits of the IDs they quoted it suggests that those would have been made on the first game where bonuses cannot even be played at the system level. So how could I possibly have broken the bonus rules on those rounds? It is impossible to navigate through Kripty’s full history since it is hundreds of pages long. The times I have tried, I found myself logged out of the casino probably for inactivity. I asked Kripty to email me my full history so that I’m able to review it. They just refused and said I can access my history on the website the normal way. They went on to say that their decision was final. 

I know fully that I never did breach the maximum allowed bet with bonus funds. I only ever bet more than €5 with my real money funds. I have only ever played 2 games and the one I made large bets on only allowed real money bets. The bonus balance does not appear and is not playable in that slot. Kripty has used my large bets with real money as an excuse to cancel my winnings with their bonus. I think this is unfair and deceptive of them.

Dear Alexandre2002,

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

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

• Do I understand correctly that you played Money Cart with real money exclusively and lost, and then you played Le Bandit with bonus money exclusively and won?
• When was the last time you were in contact with the casino regarding the issue?
• Could you please share with me your more recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

You asked "Do I understand correctly that you played Money Cart with real money exclusively and lost, and then you played Le Bandit with bonus money exclusively and won?". Yes, that is exactly right. On Money Cart it is impossible to bet with bonus money even if you wanted to because it just don't appear in the game balance. Le Bandit I exclusively bet bonus money on since I had lost all my real money on Money Cart by then. On Le Bandit I never bet more than €5.

I was last in contact with the Kripty on the 29th of December. I have forwarded you the full email chain of all our communication regarding their refusal to pay.

Thank you very much, Alexandre2002, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Alexandre2002,

I'm taking over your complaint. Let me ask you a question. Was the bonus activated with your deposit? If you activated a bonus with your deposit, many casinos treat both your deposit and the bonus as a single bonus amount.

I received bonus funds straight after I deposited. Unlike many casinos where these form a single locked bonus balance, Kripty works differently. Real money and bonus money balances are separate. Wins with real money are applied to the real money balance. Until you lose your real money your bets do not contribute to bonus wagering at all. You will never even be able to play towards the bonus until you have lost your deposit.

There is also more proof that balances are treated separately. As I mentioned before, on the only game that I bet more than 5 on, the bonus balance does not appear at all in the game balance. You open the slot and only the amount I deposited appears in it. So it is physically impossible for me to have bet bonus funds on this game. In their email, you can see that they made a very specific accusation: 

"After reviewing your gameplay our Secuirty Team has detected that you have made bets above 5 EUR/USD(maximum allowed as per T&C) with bonus funds"

It is not possible for me to have broken this rule because bonus funds do not appear in the game I was playing. Only real funds do. Real and bonus funds are treated separately because you are not playing towards releasing the bonus until you actually lose all of your real money.

Hi Alexandre2002,

Thank you for your reply. We had a similar situation here in a casino where the balances were kept separate but were still considered as a part of the bonus. Let's see how the casino will explain the situation. I would like to invite Kripty Casino to the conversation to participate in the resolution of this complaint.

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 everyone,

Thank you for reaching out. We appreciate the opportunity to clarify.

Per our Bonus Terms & Conditions (subsection 4), once a bonus is active, all wagers are subject to a maximum bet limit of $/€5 per round. Although the player initially wagered with real money, the bonus was active at the time of exceeding this limit, making all wagers subject to bonus terms.

Due to this violation, the player’s winnings were voided per our T&Cs. We strive for fairness and transparency and are happy to provide further clarification if needed.

Thank you,

Kripty

Kripty, you have changed your terms and conditions and applied them retroactively. The dated timestamp on your terms is also wrong and you should change it to reflect the accurate update date. 

When I played, that rule did not say that I could not bet 5 or more with an active bonus in the account. Word for word, it very clearly said "There is a maximum bet per round using Bonus Funds equal to $/€5".This is what section 4 of your "Bonus Terms and Conditions" used to say when I played with the bonus.

Kripty, what did you write to me in your email when you confiscated my money? Three times during our exchanges you wrote the same justification : "After reviewing your gameplay our Security Team has detected that you have made bets above 5 EUR/USD(maximum allowed as per T&C) with bonus funds which is against our Bonus Terms and Conditions and your winnings have been voided." This statement that you made in your emails was not a slip of the tongue. It was congruent with what your bonus rules used to be ("There is a maximum bet per round using Bonus Funds equal to $/€5") so it made sense that you would say it.

Kripty, in saying this, you acknowledge that the rule was I must not bet above 5 with bonus funds. You just misapplied that rule to my real money bets.

First, Kripty misapplies their bonus terms to my real money bets. I point this out to them. They ignore me and assert that I had bet more than 5 with bonus money (all of this is in the email chain). Several months passes and I hear from them for the first time in this complaint. Here, they have just conceded in their above reply that I bet more than 5 with real money, something that they never conceded at in any of our email exchanges after they cancelled my win. Actually, it completely disproves their initial justification for voiding my win which claimed I had made those bets with bonus money. Then they say something completely new: That I was not allowed to bet more than 5 with real money while a bonus was active. They have never said this to me at any point until now. Why did they never use this justification in our email exchanges? They didn’t because this rule did not exist at the time. They have always only asserted that I bet >5 with bonus funds. Now that it is clear I did not, they resurface here after months citing recently added, inaccurately timestamped clauses. 

One of two things has happened. Either Kripty has made a serious error which it should and still can correct by treating their customers fairly. Or they have calculated that all their customers are fools and that they can create new rules and apply them retroactively, effectively cheating people out of their winnings. I can’t see inside their heads and would like to start with the assumption that this is an error. So I ask Kripty to realise the discrepancy in what was said to me by email and what is being said here, and to realise that in all the months that have passed since I won, their terms changed and were misapplied to me. At the time of my play the rule was no bets over 5 with bonus funds. I did not bet over 5 with bonus funds. So I respectfully ask Kripty to please pay me my rightful winnings and correct this error.

Hi all,

Thank you for your replies.

Dear Kripty Casino team,

Please send the player's game history to my email address ([email protected]).

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 everyone!

The betting history has been sent to the mentioned email address.

If we can help with anything going forward, please do let us know!

Thank you,

Kripty

Thank you Kripty Casino for your email and evidence. At what time exactly was the bonus activated?

Hello all!

The Bonus time-stamp is as follows - 14/11/2024 17:58 UTC

The first bet time-stamp is as follows - 14/11/2024 18:10 UTC

Thank you!

Thank you, Kripty Casino team, for the additional information. In such a case, the overbets occurred while the bonus was active.

Dear Alexandre2002,

The evidence provided by the casino suggests that you exceeded the €5 maximum bet 11 times, with wagers ranging from €15 to €100 while the bonus was active. I completely understand your frustration and logic behind your arguments, however, there are very few casinos where the deposit is completely separated from the bonus and the bonus conditions. Activating any deposit bonus typically applies its conditions to your entire balance. I can only recommend asking the casino support if anything is unclear. I'm afraid I won't be able to help you with this one.

Respectfully, there are many casinos where bonus and cash balances are separate. Many if not most casinos now treat their balances this way because of pushback from regulators and players about having their deposits stuck with huge amounts of forced wagering imposed. Kripty is one of these casinos. When this is not the case, a casino combines the bonus with the deposit into a single balance that is only unlocked when the wagering is completed. I have attached Kripty's terms and clause 2 says "Once a player has qualified for the Bonus, their funds will be used in the following order: 1. Cash, 2. Bonus". If I win €100 with real money then €100 is added to the real money balance even if a bonus balance exists. So these two balance types are distinct at a system level. To say they would be treated as a single bonus balance if a bonus rule was broken with real money would not be a given. It would depend on that specific casino's terms and conditions. It is true that a casino can add a clause that explicitly forbids certain bets even with real money while a bonus balance exists.

Kripty's old terms said:

"There is a maximum bet per round using Bonus Funds equal to $/€5"

They were changed to:

"There is a maximum bet amount per round while having active bonus in account equal to $/€5."

If these rules had existed when I had made my bets then I might unhappily accept them and realise that I made a mistake. The problem is that they were not there. They were rewritten after I had already won. I realise that is an accusation that requires some evidence. At first it just looks like my word against the casino's. To make matters worse, they updated their terms but did not adjust the last updated date. There are two key points:

1. Check the email chain they sent me. Their justification for voiding my win is "After reviewing your gameplay our Security Team has detected that you have made bets above 5 EUR/USD(maximum allowed as per T&C) with bonus funds which is against our Bonus Terms and Conditions and your winnings have been voided". When I reply saying the bets were made with the real money balance they just repeat themselves 3 times saying that I made the bet with bonus funds. Several months later in their first reply on this complaint they contradict what they had always maintained in their emails, admitting for the first time that the bets were with real money. Only that now the clause has been changed they can admit this with justification. Why would they not have said this in their emails to me? Clearly because that rule did not exist at the time. Since it didn't exist, their original justification for voiding my win was unfair because they accused me of doing something that I never did. First they say I bet more than 5 with bonus funds but here they have admitted that I bet more than 5 with real money.
2. Another complaint on Casino Guru which was marked as justified prompted me check casinos related to Kripty. There are a ton of these casinos with the same owner. They all use the same copy pasted bonus terms as Kripty. The maximum bet clause is identically worded in all of these casinos apart from Kripty. All the others say you can't bet more than 5 with bonus funds. Kripty's is the only one that now says you can't bet more than 5 while any bonus exists.

For my first point you could say "oh it doesn't matter because it turns out you broke another existing rule which Kripty brought to our attention here". For my second point you could say that it is an unlikely coincidence but the player was just unlucky enough to break this rule at the one casino out of a dozen or more from the group that changed this particular clause. Seems very unlikely but unlikely things happen.

When you take the two points together it can no longer be a coincidence. The emails show that Kripty specifically said that I broke the rule with bonus funds. They used their old clause as the reason; the same clause as all the other casinos it owns have. Never at any point could they admit in the email exchange that those bets were placed with real money because no terms existed that would justify doing so. Considering this, you can no longer say I was just unlucky to pick the 1 of 20 casinos from this group that had a different 4th clause. You have to concede not only did this very unlucky coincidence happen, but that in emails, Kripty mysteriously cited a term that didn't exist word for word to justify the nonpayment. Not only that, but as Kripty has admitted in this complaint, the original reason was not even true because I did not bet with bonus funds. All these events are unlikely by themselves: That a) I'd play at the only casino with this different rule, b) The casino would use a clause from other casinos to justify their nonpayment, c) That I would not actually be guilty of breaking this rule and d) That they would contradict that reason completely on your platform. The casino does this without accountability.

Dear Alexandre2002,

Thank you for your detailed explanation and for taking the time to share your perspective on this matter. We fully understand your frustration and appreciate the points you've raised regarding the separation of real money and bonus balances, as well as your concerns about changes to Kripty’s terms and conditions. It's clear you've put a lot of thought and effort into analyzing your case, and we respect that. That said, after carefully reviewing all the available information and communications, we must stand by our conclusion. From our experience and across the broader online gambling industry, once a bonus is activated on an account, the bonus terms, including restrictions such as maximum bets, typically apply to all gameplay activity, even if wagers are made from the real money balance. This is a widely adopted industry standard designed to prevent bonus abuse and ensure consistent enforcement of promotional rules. While some casinos indeed separate balances and apply different rules accordingly, others like Kripty opt for a more unified approach where bonus-related terms affect the entire account once a bonus is active. We note that the communication from the casino may not have been consistent and recommend improvement in the future to avoid situations like this. We strive to advocate for fairness and transparency in every case, but based on the information available, we are unable to uphold your complaint. I wish I could be of more help.

Best regards,

Peter