After using the casino for 3 months I decided to withdraw part of my balance.

I tried to withdraw several times and the withdrawal was canceled for no apparent reason.

After contacting support, they requested identity validation, selfie, and deposit and withdrawal account verification.

All documentation is provided to them and they validate it correctly.

They unjustifiably and repeatedly refused to withdraw my balance, finally I told them that I would make the case public, and only then did they agree to withdraw my balance.

Due to limitations imposed by the casino, they do not allow withdrawals of more than €500 and since my balance at that time was €642, they ask me to make two withdrawal requests, one for €500 and another for €142.

Finally I receive a single transfer of €601

I inform them of the problem and ask them if they apply any withholding or commission and their answer is no, that they transferred the correct amount, providing screenshots of two alleged transfers.

It is impossible for them to make two transfers and only one arrive with an amount similar to the sum.

It has proven impossible for them to acknowledge the error and they continue to send manipulated evidence.

I know it's little money, but I don't think it's right that they rob people like this.

Hello paxman,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cristal Poker Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello.

My account was fully verified on 09/22/2024

No bonus, only real money play, all winnings were real money.

I last spoke to casino support on 01/10/2024. The last conversation was about withdrawal. They put up several obstacles until they finally paid part of the balance.

Greetings

Thank you paxman for all the information provided. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi paxman,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will invite the casino to join us and we will see what information they can share.

In the meantime, can you please specify where you see the amount €601? I'd appreciate it if you could share the screenshots.

I checked the link on the blockchain for the transaction from the casino you shared in your communication and I can see the following amount:

When I convert this amount of $696.09 to EUR it appears to be €641.03:

So please explain where exactly it was specified that you got €601?

Dear Cristal Poker Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please provide more details regarding the case?

I'm looking forward to hearing from you. If you have any supporting evidence related to the issue, feel free to send it to my email [email protected]

Kind regards,

Natalia

Hello Dear Partner and user,

Lets get it step by step in order to clarify all the false accusations.

1. @They unjustifiably and repeatedly refused to withdraw my balance >> the user made his wd request on 19/09/24 and as his account was not verified - on 20/09/24 we canceled his wd request and asked for documents. Here is the proof:
   So his first wd request was canceled justifiably.
2. On 20/09/24 we asked for a proof of deposit from his crypto wallet, to what the customer answered like that:
   . At this point his case was transferred to the security team, because he made a deposit using a crypto wallet, as you can see here:
   after that the customer insisted that he didn't made a deposit with crypto, as you can see here:
   .
3. On 24/09/24 the customer finally remembered how he made a deposit on CristalPoker and how, and here you cna see his explanation:
   So basically he was using the CristalPoker account, in order to wd the funds from another Casino site. Which is against our T&C.
4. On 28/09/24 we informed the customer that he raise suspicions of fraudulent activity, we will pay his ENTIRE BALANCE and after that will stop his activity on CristalPoker.

>> 5. As with some wd methods the maximum wd request amount is 500€ (but this is not a problem, because you can make x5 wd requests each one by 500€) he made 2 wd requests. One of 500€ and second of 142€ (his entire balance was 642€). And on 01.10.2024 we paid him, as you can see here:

>> 6. On the same day, the customer informed us that he received from us less than 642€ and here is our answer:

>>7. As the customer insisted on his point, we sent him a screenshot from our payments back office, where he can clearly see that we sent to him 2 transactions, one of 500€ and second one of 142.03€ without processing any fees. Same proof you can see here:

So as you can see, we sent to his wallet the precise amount he requested from us, without processing any withdrawal fees. CristalPoker don't process any deposit & withdrawal fees from customers.

We hope that the information provided by us is enough to solve this case and understand that the customers provided a lot of false accusation.

Hello

About the casino reply

1- The only reference to the T&C made by the casino was that the deposit and withdrawall has to be made using the same wallet, and that's not true, the T&C says that has to be made using the same method.

2- The casino says they sent two transactions and attached a screenshot hiding the transaction id.

Here is the complete screenshot,

as you can see the two transactions has the same transaction id, so there was only one transaction, not two.

That info can be checked public.

https://www.blockchain.com/explorer/transactions/btc/0bd151ab3b532ab215a49cf65e09bfaf102f0d4c68c15184d89c4d6ed6ba5f82

Here you can see that there was only one transaction to my wallet, and the amount was not the full balance.

Dear user,

We hide the transaction id for your privacy...and both reuqests was sent to you as requests without processing any fees. Even Natalia from CasinoGuru have explained it to you.

Dear paxman,

Thank you for your patience as we investigated your concern regarding the Bitcoin withdrawal from Cristal Poker.

After a thorough review of the transaction, we meticulously examined the historical Bitcoin prices at the time your payment was processed. Based on the evidence gathered, we have determined that the casino fulfilled its obligations by sending you the correct amount as per your request.

To clarify, your casino account operates in EUR, and you requested a withdrawal of €642. This payment was processed on October 1, 2024, at 2:52 AM. Our findings, which include the specific BTC-EUR price at that exact moment as documented in the casino’s back-office, confirm that the transaction was executed correctly.

We acknowledge that your payment provider received the funds later that day. It’s important to note that Bitcoin prices are inherently volatile and can fluctuate rapidly, often changing by the minute. Consequently, any difference in the amount you received may stem from these exchange rate fluctuations, along with any fees imposed by your payment provider. The casino is not responsible for these variances, as they are beyond their control.

Regrettably, given the nature of these findings, we are unable to take further action on your complaint, and due to the aforementioned reasons, this complaint will now be rejected.

We appreciate your understanding in this matter. Should you encounter any other issues with this or any other casino in the future, please do not hesitate to reach out to us.

Best regards,

Natalia