Hi, I won $8000 but have the feeling I'm going to find it extremely difficult if at all able to get this payout. I gambled with my own funds, no bonus, I initially won and tried to withdraw 1500 but they siad upto 24 hrs, then I decided to cancel the withdrawal and continue playing, I eventually ended up with $9500, made a 8k withdrawal and lost the $1500....I have screenshots of conversations with online chat but feel I'm being given the run around, deposits where made with ETH

Dear stewilson0911,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino is a crypto casino and I can't find anything that states it requires KYC, I just got an email which I did send the relevant docs to, I Blanked out financial info on my statement, and submitted my passport.....I'm thinking they will try and find any way to not pay out!!

Update

I am continually getting stalled by online chat, Ive had no response from email since sending my KYC docs.

Just checked my account and they have rejected the $8000 withdrawal, made a pending withdrawal of $890 and rejected the remaining $7110, the funds have not appeared back in my balance and I have no idea whats going on....please your help would be appreciated. Regards

I also requested for them to email me a copy of my game history, but they won't respond.

I did manage to copy and paste the games history into a notepad doc, and have screenshots of emails, and live chats and of the dashboard showing my winning.

Hello stewilson0911,

Thank you for your inquiry and for having raised this case to Casino Guru. We have investigated this case internally and we have noted you have breached one of our terms. We don't accept players from certain jurisdictions and in case this happens we reserve the right to close the account and refund the deposits.

As per our T&C pomint 3.3 For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including the United States of America (and her dependencies, military bases and territories), United Kingdom, Turkey and Curacao or other restricted jurisdictions ("Restricted Jurisdiction") as communicated by us from time to time. The access is also restricted to Iran, Syria and North Korea due to international agreements.

If you open or use the Website while residing in a Restricted Jurisdiction: your account may be closed by us immediately; any winnings and bonuses will be confiscated and remaining balance returned.

Thank you for your feedback!

Kind regards,

Crashino Team

I don't live in the UK, I'm a British Citizen living in Austria, I sent you my IDs showing this!!!

Hello everyone,

Thank you both for your replies.

stewilson0911, do I understand correctly that you are able to prove that you have been living in Austria? Did you create your account from this country and always played from there?

Yes, that's correct. Like I said I'm British but I live in Austria, when Crashino asked for ID I sent my passport(UK), bank statement, and selfie holding my passport.... again I wouldn't have done this if the amount I was withdrawing was smaller as the casino brands itself as Anonymous, which is misleading.... part of the attraction of playing there was register with email and use a VPN is allowed.

I opened the account and play from Austria.

@Kristina

Do you want me to send you the documents I sent Crashino for KYC, showing my proof of address and photo ID etc?

I don't know how this is not easy to fix and pay up my winnings????

My life feels like it has been put on hold whilst dealing with this issue, it is consuming my thoughts each day as to how Crashino thinks that it it OK to treat their customers this way.

I have read through the Ts and Cs on the website and I haven't breached any.

There is nothing on your website that says British citizens can't play at your casino. Which seems your reason for closing my account.

I sent KYC docs, showing my address where I reside in Austria, my passport proving my ID.

Even though it clearly states on your website, "We are not licensed at this moment and this allows us to not require KYC procedures"

I played with my own funds, NO BONUS funds.

I contacted you daily to get updates, only to get told to be patient, then I get an email saying;

"Hi Steve,

Unfortunately we have closed your account and refunded your total deposited amount so far.

We apologize for any inconvenience caused."

The amount of time and stress caused by this is unacceptable and painful.

I made the withdrawal request nearly 2 weeks ago now, and have had ONE inaccurate response from Crashino on this platform, citing their terms and conditions which they know I didn't break because they got my KYC docs.

If I didn't find the casinoguru website I believe I would have had 0 contact from Crashino.

If you have aspirations to be a legitimate, fair and decent casino, you have many issues currently, I have the truth and facts on my side and refuse to let this go until I receive payment of my withdrawal, which I won fair and square.

I really appreciate CasinoGurus help in the intermediation of this.

Regards

If possible, please forward documents confirming your residence to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I have emailed you.

Thanks

Hi @Kristina .....did you get my email ok, showing my bank statement proving my residence?

Regards

Steve

Just tried contacting live chat on Crashino,

Spoke to Dave, gave email address and asked for dialogue and an update.

Screen went blank and now can't message, this is crazy!

It's like they are well aware no t's and c's have been breached but are just totally ignoring the situation and are simply refusing to pay out.

Unfortunately, the Revolut bank statement doesn't prove that you reside in Austria. I personally have a Revolut account and I know that you can enter any address there.

Do you have any other documents such as a residency card, a bank statement from an Austrian bank, an employment contract, etc.?

I opened my Revolut account in England and when I moved to Vienna I just added my EUR account. I have used this for proof of address before.

But yes I do have other proof's .....I should have an utility bill. Should I send it to you or to Crashino also?

Remember this is a casino the is 'anonymous'

Regards

Steve

Regards

Steve

Could you please forward me the document in the format you received it in? I assume it could be in PDF which is a commonly used format for invoices. I appreciate your effort and cooperation.

OK will do, I appreciate your help.

Regards

Steve

Hi Kristina, I've emailed you the original pdf.

I still haven't had any response from Crashino, starting to feel that it's unlikely I will, their communication is ridiculously bad, but I guess if they don't want to pay out and act like a legitimate casino, that's what you would expect.

I hope I'm wrong as this is not a small amount of money I've won fair and square.

Regards

Thank you very much, stewilson0911, for your cooperation. 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.  

Thanks Kristina.

I hope Peter can help ??

Regards

Steve

Hi stewilson0911,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Crashino Casino to the conversation to participate in the resolution of this complaint.

Dear Crashino Casino team,

Could you please explain the situation in more detail? You can send an email to my email address ([email protected]). All sensitive information can be blurred out of course.

Dear stewilson0911,

Do you have more documents proving that you live in Austria now?

Hi Peter, many thanks for your help.

I use crypto and decided to play at Crashino to help protect my anonymity as one of their usp's is anonymity and vpn and no kyc. All of those things on different parts of their website seems to be a lie.

I feel like I have bent over backwards to do everything asked of me, if the amount wasn't what it is I wouldn't have even went this far with sharing my details. It has been 1 month now.

I feel as though I have given everything I need to prove myself.

A passport

A selfie holding passport

A bank statement

A utility bill

I really think it is becoming silly now.

If like to see Crashinos response as they ain't given one yet!! Other than saying people from UK can't play at their casino.

I have not broken their terms and conditions, which hopefully you can see with all the content I have put on here.

To be able to win $8k (which is rare) and have the excitement of winning that and know you haven't done anything wrong, to then be treated this unfairly with zero valid reason to not pay is abysmal. It really does give the crypto casino business a bad name which is sad as their are many good casinos or their,oh by the way I am verified on Roobet and maybe 1 or 2 other crypto casino's and have made numerous($500-$2000) withdrawals without any issues!!!

Regards

Steve

Hi Peter, what happens next when Crashino doesn't reply??

Thanks

Steve

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.

Seems pretty simple to me!

Crashino takes your deposit, allows you to play, if you win chump change they MAY pay you out, if you win anything half decent they will screw you and ignore you!!

@Crashino If you are legitimate what more can I do other than all the info I have provided to satisfy you, in order for you to pay my winnings??

I'd be astonished if we get a response, I hope I'm wrong.

It is despicable though how a company can do this, if indeed I'm not to be paid out.

Steve

Not looking good Crashino!?!?!

Am I getting paid or are you scamming me from my winnings???

Tick tock

Dear stewilson0911,

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 without a valid license 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 can only recommend you choose casinos by their reviews and focus on casinos with a valid license in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

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

Dear stewilson0911,

The casino contacted us and stated that the issue was resolved. Can you confirm this?

Certainly not resolved, I still have not been paid my winnings, now it looks like one day Crashino has a license and then the next they don't....either way I would like keep the complaint open and speak to the gaming commission/licensing authority if that is a route we can go down.

I did have communication the other day with Crashino and they said players from Austria are not allowed, this was not the case when I won the money and when casino guru investigated my claim. But they just said their decision is final. Its like they come up with a reason, you give them proof to negate their reason and they then just say oh well our decision is final.

Crazy!!

Dear stewilson0911,

I am discussing your case with the casino representative. I have some questions for you:

1. How long have you been living in Austria (since when)?
2. Can you provide any document to confirm that (work contract, visa, ID, work permit)?

This will not be an easy case but there is an effort on the side of the casino so, hopefully, we will find a solution here.

Hi guys, I'm on vacation in Jamaica.

I return in the New year any chance I can pick this up in the New Year?

I am actually living back in the UK at the mo, with quite a bit travel to the states.

I may be able to get some docs from my time in Austria, but we have already done this dance that's why you approved my initial complaint, if Crashino just reviewed everything and are legitimately trying to move forward as a real genuine casino they should square me my winnings and move on with grace.

Hi stewilson0911,

Thanks for your reply. Unfortunately, I can't leave the complaint open that long without any new evidence. I will close the complaint for now and when you get back from your holiday, please send me an email ([email protected]) with the requested information and evidence.