I withdrew money but it was rejected, they asked me to kyc and I sent them kyc documents they sent a successful kyc confirmation email but after that my withdrawal order was still not processed and they closed my account

Dear Nga169,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kripty Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

I don't remember how long I played at this casino. I only remember my account was locked on March 27. When I was playing cards, I was logged out, I couldn't log back in and they sent me an email saying my account was locked. My current balance is accumulated from playing cards and betting on sports.

Thanks for your reply

• Have you made any previous withdrawals in the casino?
• Have you accepted bonuses from the casino, such as a welcome deposit bonus?
• Which payment method did you use for deposits, and which method have you intended to use for the payout?

Looking forward to your reply.

Dear Nga169,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have withdrawn at the casino already, and I have never accepted any bonuses from them. I use crypto payment methods to deposit and withdraw

Thank you very much, Nga169, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 Nga169,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Kripty Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What is the reason for blocking the user's account? In case the evidence is confidential, please send me an email to [email protected]. Thank you in advance for providing us with your view of the issue.

Hello all,

Thank you for reaching out.

Following a detailed internal review, we can confirm that the user's account was closed and their balance forfeited due to a breach of our Terms and Conditions — specifically under the section addressing Fraud.

Our team determined that the account was verified using another individual’s identity. This constitutes identity fraud, a serious violation of our policies. Furthermore, there are indicators of potential elder abuse in this case, which further underscores the gravity of the situation. All relevant evidence has been forwarded to the email address you provided.

At Kripty Casino, we are committed to ensuring a safe and fair environment for all players. Actions like these are necessary to uphold the integrity of our platform and protect our community.

Please don’t hesitate to contact us should you require any additional information.

Best regards,

Kripty Team

this is blatant slander, i bet all games very transparently. if your terms don't allow old people like me to play then why don't you state it clearly

Dear Nga169,

Following discussions held outside of this thread, I was presented with compelling evidence indicating that the ID documentation submitted during the verification belonged to another individual.

Please be advised that similar forms of document manipulation are serious violations that may be considered fraudulent activity. We strongly discourage such actions, as they undermine the integrity of the verification process and can result in severe consequences, including the blocking of accounts—as occurred in this instance.

Given the nature of the evidence and the seriousness of the violation, we consider the casino’s actions to be justified and appropriate under the circumstances. Accordingly, we must inform you that your complaint has been rejected.

Thank you for your understanding and cooperation.