Crypto-Games.io Casino - Акаунтът на играча е блокиран без обяснение.

Hi,

They blocked my account on the grounds of violation of their terms. On asking what terms they are saying we cannot disclose the terms.

I played fairly and managed to won a few bucks.

They didn't asked me for kyc as this casino is wkyc.

I didn't claimed any bonuses on my deposit.

They simply blocked my account without any communication.

A big fraud casino.

Dear Harsheet99,

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 clarify when exactly you created your account? Which games did you focus on while your account was active - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. 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

Hi Kristina,

Hope you are doing good.

I created my account 2-3 months back.

Played normally live casino games,slots and multiple random games.

Luckily won some money in few games.

No communication from the casino..

They simply blocked the account.

Thank you very much, Harsheet99, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Harsheet99,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Crypto-Games Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Crypto-Games Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked? Have his disputed winnings been confiscated? What steps should the player take to unblock the account and withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

I'd like to bring to your attention that the user in question is actually the affiliate himself. This situation appears to be a clear case of affiliate fraud, a scenario we've encountered several times before. It seems the affiliate, having been unsuccessful in executing their fraudulent scheme, is now attempting to tarnish the reputation of Crypto-Games.io. Rest assured, we possess all the necessary evidence to substantiate our side of the story.

Thank you.

Bradley

Thank you for your response and explanation, Crypto-Games Casino team, and I am sorry for the delay.

Since I am already familiar with this topic after discussing another related case with one of my colleagues, it would be highly appreciated if you could send me the relevant evidence supporting the accusations and the casino's decision.

Could you please share the requested details with me via email (branislav.b@casino.guru) as I asked above?

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 everyone this is exactly the same case as this:

https://casino.guru/crypto-games-io-casino-player-s-withdrawal-has-been

Branislav, if you email me, we can show you the evidence.

Dear Crypto-Games Casino team,

Thank you very much for the additional information, as well as for your previous help and cooperation.

In the meantime, I was able to gain more details from my colleague Tomas, which he was provided regarding "his" case earlier. I am sorry, there was a little misunderstanding, so I received the complete details only recently.

Nothing else will be required from the casino.

Dear Harsheet99,

After gathering all the necessary information and details, we are closing this complaint as unjustified. There are reasonable grounds to believe your disputed account was part of multiple accounts/close collusion operated for the purpose of fraudulent and prohibited activity at the casino. In addition, we are talking about fraud related to an affiliate account at the casino, which is a type of issue we do not deal with.

The casino acted correctly and in accordance with its terms and conditions, and we agree with its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru