Deposited two times, won on the second time I Deposited

Won exactly 31707.50208054 xrp

Did a withdrawal, got a mail that my withdrawal is awaiting approval.

Waited one day and logged in again and to my surprise my initial deposit is in my account, my withdrawal history is gone, my betting history of that game where is won is gone, no answer in email, live support is closed.

I have not breached any rules im sure of because I read them before I even start to deposit and play.

The good thing is I got the withdrawal mail as proof, how can they just delete and mask this? This is outrageous..

Dear Chriizz,

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 accumulate your winnings with or without an active bonus?
• Do I understand correctly that you haven't received any explanation from the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I focuse mostly on slots.

Ive got a small welcome bonus that I completed the wagering requirment(I tried to withdraw but it didnt let me before I completed the wager requirment.)

They have not responded or anything, no mail no nothing, everything just gone from my account.

This is a LIE! HOW CAN I ACCESS THE GAME IF ITS NOT ACCEPTED IN SWEDEN?

Now i cant even access the game i won in

They refuse to enter the chat.

The whole conversation email

The withdrawal mail

Thank you for your reply, Chriizz. Do I understand correctly that you registered your account and always played from Sweden? Could you please confirm that you never used a VPN to alter your location while playing at this casino?

I have played here in Sweden yes, no vpn has been used to play.

As I said, i always check the terms and condition on each site before even playing.

Thank you very much, Chriizz, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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.

....

Hello, Chriizz,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Crypto-Games.io Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules? Where exactly can we find the information about restricted game providers, or how are players informed about it?

How does the casino enforce such rules? If the user somehow bypassed the casino's system settings/restrictions, please prove it.

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

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,

After a full review of your account activity, we found that access to our platform was made using a VPN or similar tools to bypass geographical restrictions. This is a clear violation of our Terms and Conditions, which prohibit the use of any method to circumvent location-based access controls.

As a result, your winnings have been voided in accordance with our terms. However, we have returned your original deposit to your account as a gesture of goodwill.

We understand this may be frustrating, but these rules are in place to ensure compliance with regulatory obligations and to maintain a fair environment for all players.

If you have any questions or wish to discuss this further, please don’t hesitate to contact our support team.

Best regards,

Crypto-Games Complaints Team

Thank you for your response, Crypto-Games Complaints Team.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules? Where exactly can we find the information about restricted game providers, or how are players informed about it?

How does the casino enforce such rules? If the user somehow bypassed the casino's system settings/restrictions, please prove it.

Feel free to send the necessary details and supporting evidence to my email address ([email protected])."

Thank you. Looking forward to hearing from you.

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.

Greetings all,

Since the casino cooperated in resolving complaints in the past, and they replied above, I am extending the timer for the casino once again, providing the casino representative with another 7 days to respond.

Dear Crypto-Games Team,

Can you please look at my previous posts and provide the requested?

Please note that if the casino does not provide the relevant details and supporting evidence until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for understanding. Looking forward to hearing from you.

Dear Chriizz,

Since we have not received any further response from the casino regarding the issue for a long time, nor outside the thread, unfortunately, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

As I cannot find information about any valid license, I cannot recommend any further reasonable steps. I do not think a lawyer could help you. However, I sincerely believe the casino will get back to us later with the requested evidence, and we will review the situation again. If that occurs, you will be notified via email.

In case of any questions, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe the casino will use this option soon.

Best regards,

Branislav, www.kpvfaw.com

My initial deposit was about 320$ in total, i got it back to the account the next day.

But still, i have not used any VPN or anything, specially not in brave browser, they are saying that because I always use brave as my browser.. this is all lies..

They cant even provide the proof of my IP adress, it clearly says that im logged in from SWEDEN, Not anywhere else.

If I did use any masking or VPN, then why delete the bet history? The withdrawal history? They are lying.

Greetings all,

Thank you both for your replies and additional information, and I am sorry for the delay.

Dear Chriizz,

After gathering all the necessary information and details, and considering your insistence on paying the confiscated winnings and statements about not using any tool for masking your real IP, we are closing this complaint as unjustified due to breaching the casino's terms and conditions and providing incorrect/misleading information during the complaint resolution process. You bypassed the system settings/restrictions to gain access to legally restricted games for your country of residence, which means a serious violation. You are not eligible for winnings accumulated this way. In addition, since the casino provided us with additional evidence showing the restrictions without using any tools for altering the real IP address, in comparison with your screenshots, the casino representative's statements about using an in-built IP masking tool were fully confirmed.

The casino acted in accordance with its terms and conditions you accepted upon registration, and we accept its decision.

Thank you very much, Crypto-Games.io Complaints Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com