Hello CasinoGuru Team,

I have been playing at Crypto Games for quite some time and have made several deposits and withdrawals.

After my last significant win, I requested a withdrawal of 0.85 ETH (approx. €3000) and continued playing with an additional 0.14 ETH (approx. €500).

Suddenly, the amount was credited back to my player account, and within seconds, my entire player account was emptied.

When I inquired via chat, I was informed that I needed to verify my email and complete the KYC process.

This was not immediately possible for me, as I could not send messages from the registered email address.

It took some time for the email address to be updated, and I am now able to verify my email as well as provide the required KYC documents.

However, when I contacted the casino via email, I received no response, and in the chat, I was told that I had made a mistake, my account was blocked, and I had no way to access my money.

Furthermore, I was told to create a new account and start playing again, which would be a violation of the casino’s rules.

I am desperate and hope you can help me resolve my problem.

Best regards,

Stephan

Hallo CasinoGuru Team

ich habe eine Zeit lang bei Crypto Games gespielt und mehrere Ein und Auszahlungen durchgeführt.

Bei meinem letzten gr??eren Gewinn habe ich eine Auszahlung in H?he von 0.85 ETH (ca 3000€) beantragt und mit weiteren 0.14 ETH (ca 500€) weitergespielt.

Pl?tzlich wurde mir der Betrag wieder auf meinem Spielerkonto gutgeschrieben und innerhalb weniger Sekunden das komplette Spielerkonto gelehrt.

Auf Nachfrage im Chat wurde mir mitgeteilt, dass ich meine email verifizieren muss und den KYC Prozess durchführen muss.

Dies war mir nicht direkt m?glich da ich von der betreffenden Mail keine Nachrichten schreiben konnte.

Es dauerte etwas bis die E Mail Adresse umgestellt war und ich bin nun in der Lage gewesen sowohl meine EMail zu verifizieren als auch de geforderten KYC Dokumente zu liefern.

Auf Nachfrage per mail beim Casino erhalte ich keine Antworte und im Chat sagt man ich h?tte einen Fehler gemacht, mein Konto se gesperrt und es gibt keine M?glichkeit auf mein Geld zuzugreifen.

Des weiteren wurde mir gesagt ich soll ein neues Konto anlegen und k?nne dann ja neu beginnen zu spielen was allerdings gegen die Regeln des Casinos versto?en würde.

Ich bin verzweifelt und hoffe Sie k?nnen mir bei der L?sung meines Problems helfen.

Liebe Grü?e

Stephan

Hello masnon2024,

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

Could you please advise when exactly did you register into the casino? 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 Nick

Thank you for your feedback.

I signed up at the casino in April this year.

I only play without bonus money and did not do so in this case either.

The last time I spoke to the casino via chat was on July 29th.

Since there is no way to receive a transcript of the chat by email, I have attached the entire chat history as a text file to my complaint. It was about this exact case.

Please see the file Chat July.pdf

Best regards Stephan

Hallo Nick

vielen Dank für Ihre Rückmeldung.

Ich habe mich im April diesen Jahres in dem Casino angemeldet.

Ich spiele ausschlie?lich ohne Bonusgeld und habe dieses auch im betreffenden Fall nicht gemacht.

Das letzte mal habe ich am 29.07. mit dem Casino per Chat gesprochen.

Da es keine M?glichkeit gibt ein Transcript des Chats per Mail zu erhalten habe ich den gesamten Chatverlauf per Textdatei meiner Beschwerde angefügt. Es ging genau um diesen Fall.

Sehen Sie dazu bitte die Datei Chat July.pdf

Liebe Grü?e Stephan

Thank you masnon2024 for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on. Wish you best luck resolving it.

Regards,

Nick

Hi masnon2024,

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 Crypto-Games.io Casino to the conversation to participate in the resolution of this complaint.

Thank you for your support

Best regards

Vielen Dank für die Unterstützung

liebe Grü?e

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.

Hi masnon2024,

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. 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 ratings 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 Crypto-Games.io Casino. 

Dear masnon2024,

The casino representative informed us that you opened two accounts using two different email addresses. The evidence suggests that bonuses were used in both cases. Could you please clarify this?

Hello.

that is not right. I only created an account with the username masnon and the email S and never used a bonus. The casino tries by all means to prevent the payout.

The only mistake I made was sending an email from the wrong email address.

I registered with the address s registered at this casino but accidentally from S sent an email.

I have both addresses

Best regards

Hallo.

das ist nicht richtig. Ich habe nur ein Konto erstellt mit dem Benutzernamen masnon und der Mail [email protected] und ebenso nie ein Bonus verwendet. Das Kasino versucht mit allen M?glichkeiten die Auszahlung zu verhindern.

den einzigen Fehler den ich gemacht habe war eine Mail zu senden von der falschen email Adresse.

Ich habe mich mit der Adresse [email protected] an diesem Kasino angemeldet aber habe versehentlich von [email protected] eine Mail gesendet.

ich besitze beide Adressen

Liebe Grü?e

Does anyone else have access to your internet connection?

No, there is no further access to my internet connection.

Nein es gibt keine weiteren Zugriffe auf meine Internetverbindung.

If I logged in at work, this could be possible. There are 450 employees there. I can tell them the IP address of my workplace.

Falls ich mich auf Arbeit eingeloggt habe k?nnte dies m?glich sein. Es gibt dort 450 Mitarbeiter. Die Ip adresse meiner Arbeitsstelle kann ich ihnen mitteilen.

It looks like it's the same IP address you are using to access our website. I'm afraid if you've opened two accounts and exploited bonuses as the evidence suggests, there is nothing we can do to help you. I can only recommend you open one single account per casino. Multiple-accounting is forbidden in most casinos across the industry. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter