On the 10th of July I deposited 0.0174 BTC at Kripty casino. I received a bonus with my deposit. I abided by the terms and conditions carefully and was lucky enough to win 0.11BTC.

I decided to withdraw my winnings. Soon after I was prompted to verify my account. For their verification I had to open my phone camera, photograph my ID and film myself. I did this and it was accepted. I was then asked to upload a utility bill to the website. I sent a clear photo of recently dated gas bill that showed all the required details on it.

The next day I saw that my withdrawal had been refused. I received an email saying the following:

"Hello,

Greetings from Kripty!

Upon reviewing your account, we have noticed that you have allowed a third party to use your account, which is against our Terms and Conditions. Therefore your winnings were voided.

We thank you for your understanding and should you have any questions do let us know!

Regards,

Deku,

Kripty Support"

No third party has ever used my account. I have only ever logged into Kripty casino from my laptop using my home internet. I have not even used a second device when playing at this casino. So Kripty has no acceptable basis for making this claim. This claim has been made for a very simple reason: Because they can't just say "We don't want to pay you because we don't feel like it". Kripty Casino accepts deposits easily enough, but no ones money is safe there. They refused to pay me my winnings and did not even refund my deposit. Kripty has stolen my money.

Kripty's email is intentionally vague. They do not give any specific reason for their decision. They only assert that "a third party has used my account". If they have access to the data they will see that only one device in one location has ever connected to their casino from my account.

I complain here hoping that this is all a misunderstanding. Maybe I'll be proven wrong and there can be some resolution, but I am pessimistic. I have accepted that it is unlikely I will ever retrieve my funds. My next step following this will be to complain to their regulator. Even if this dispute is not resolved at least I have at least been able to warn anyone who reads this to avoid Kripty Casino. If you win there is a very good chance that they will not pay. Kripty Casino prefers people to lose quietly.

Dear mdj1979,

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. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Did you deposit using a payment method in your name?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots 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,

Dominika

Dear Dominika,

This was my first withdrawal attempt. I had never made any withdrawals from Kripty before. I won while there was a welcome bonus active on my account which I received with my deposit. The payment method that I used was a Bitcoin wallet in my name.

As for communication with Kripty casino, apart from spam I have only received requests to verify my account and an email telling me that my winnings would not be paid. I have sent a screenshot of their email to the address you provided.

Best Regards,

mdj

Dear mdj1979, please allow me to ask you a few more questions.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN when you used your casino account?

There is no chance that anyone else in my household logged into my account. I have only ever accessed the casino from a single device on which mine is the only account.

I also did not use a VPN. I used my Vodafone fixed internet connection with an ethernet cable. No one knows my internet password.

You asked if someone might have set up a second account from my home. This has also definitely not happened. But Kripty has not claimed this in their email. They were very specific that I allowed a third party to access my account, not that I setup more than one account. I understand you are trying to get to the bottom of what happened and have to consider these possibilities. But it is an important difference because it shows that their confiscation is unjustified. How could they possibly know who is playing on my account unless they could actually see? If they had said that someone has setup a second account I would also deny that completely. But they are saying that they have knowledge that someone other than me has accessed my account.

By the way, if Kripty's claim was even true, which it is not, shouldn't the usual reaction be to contact the player with concern that they may have had their account hacked instead of robbing them?

Thank you very much, mdj1979, 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.

Hello there,

Thank you mdj1979 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kripty Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello,

All relevant information about the case has been forwarded to the www.kpvfaw.com representative.

Best regards,

Kripty

Thank you for providing the evidence Kripty Casino representative.

Dear mdj1979, the casino provided me with evidence that you are acting on behalf of another party and are not using your account on your behalf as a private individual in a personal capacity. Due to that reason, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter