CryptoCasino.com - discussione generale (pagina 5)

Hello, I would like to claim compensation from Crypto Casino for not handling my requests correctly, despite my email inquiries. I politely requested account closure twice, but they refused, allowing me to continue playing without accepting my demands.

I would like compensation for the deposits I made after requesting the block.

I've attached proof.

The 24 hours they told me to wait passed, I waited and requested the closure again, and as you can see, they accepted.

On December 20th, after letting me in and losing a large amount of money, I had to request the block again. I had to request the block 3 times. I find it unfair of them not to respect the players' decisions.

Hola quería reclamar una compensación a Crypto casino por no tratarme de manera correcta según mis peticiones mediante correo electrónico , yo pedí amablemente 2 veces el cierre de la cuenta , ellos decidieron no aceptar mis peticiones, me dejaron jugar sin aceptar lo que pedí

me gustaría una compensación de mis depósitos que realicé después de pedir el bloqueo

adjunto pruebas

pasaron las 24 horas que me dijeron, yo esperé y pedí nuevamente el cierre , y como se puede ver ellos aceptaron,

20 de diciembre , después de dejarme entrar y perder una gran cantidad de dinero , tuve que pedir nuevamente el bloqueo , tuve que pedir 3 veces el bloqueo , me parece injusto de su parte no respetar las decisiones de los jugadores

Dear Team Guru,

Hope the weekend finds you well.

Araham & Alejandr888 are the same player. I'll privately email you with the details.

I should have listened to the fraud team and not given Araham the deposit refund. I am too nice.

If you had a face palm emoji I would post one....actually 4.

I'm simply posting that Cryptocasino is a casino that doesn't comply with its terms and conditions, as it doesn't respect its players' requests. I'm just publicly showing the reality of my situation.

Simplemente estoy publicando que cryptocasino es un casino que no cumple con sus términos y condiciones, ya que no respeta las solicitudes de sus jugadores, solo mostré públicamente la realidad de mi situación

I see that the player has already filed a complaint, and you can reply to it whenever possible, of course, so our team can investigate the whole matter properly.

Thank you.

Hi Romi,

Legal have advised that we can no longer engage with the player.

For me to reply to it in full would require publishing sensitive information.

Araham and Alejandr8888 are the same person.

It is very sad but he has a HUGE gambling problem (as you will see him admit as Araham in another complaint on Guru)

I have sent Jaro screenshots on Teams.

I have also just emailed you directly.

Best wishes

I would like to clarify several important points.

Firstly, this complaint is not about my personal situation, but about an objective breach of responsible gambling rules by the casino.

I requested a permanent account block on November 21 and 25, 2025, expressly stating that it should be permanent and without possibility of unblocking. On November 25, 2025, the casino itself confirmed in writing that the account had been successfully closed.

Subsequently, the account was reopened in December, which should not have been allowed under any circumstances given that it was a confirmed permanent self-exclusion.

The fact that the casino now claims there were indications of a serious gambling problem further strengthens my claim, as in that context the reopening of the account is even more contrary to the principles of responsible gambling.

The identity of the player or the use of more than one name does not change the fundamental facts of the case: a permanent self-exclusion confirmed by the casino was improperly reversed.

I request that the claim be evaluated solely on the basis of these verifiable facts and applicable self-exclusion policies.

Me gustaría aclarar varios puntos importantes.

En primer lugar, esta reclamación no trata sobre mi situación personal, sino sobre un incumplimiento objetivo de las normas de juego responsable por parte del casino.

Solicité un bloqueo permanente de mi cuenta el 21 y el 25 de noviembre de 2025, indicando expresamente que debía ser para siempre y sin posibilidad de desbloqueo. El 25 de noviembre de 2025, el propio casino confirmó por escrito que la cuenta había sido cerrada con éxito.

Posteriormente, la cuenta fue reabierta en diciembre, lo cual no debería haberse permitido bajo ningún concepto tratándose de una autoexclusión permanente ya confirmada.

El hecho de que el casino afirme ahora que existían indicios de un problema grave de juego refuerza aún más mi reclamación, ya que en ese contexto la reapertura de la cuenta resulta todavía más contraria a los principios de juego responsable.

La identidad del jugador o el uso de más de un nombre no cambia los hechos fundamentales del caso: una autoexclusión permanente confirmada por el casino fue revertida indebidamente.

Solicito que la reclamación se evalúe exclusivamente sobre la base de estos hechos verificables y de las políticas de autoexclusión aplicables.

would like to submit a formal complaint about CryptoCasino.com.

For several weeks I have tried to contact the casino’s support, but I have not received any response at all.

There is no feedback, no clarification and no assistance provided.

In addition, from my personal experience, the casino allows players from Germany to register and play, although the operator does not appear to hold a German gambling licence.

This creates a very unclear and intransparent situation for players.

Overall, the way customer requests are handled seems unfair and unprofessional and does not reflect proper and transparent business practices.

I would appreciate your assistance in contacting the casino and asking them to provide an official response.

I am formally requesting an immediate and serious response from CryptoCasino.

Within less than two hours, I deposited approximately €18,000 in Ethereum on your platform.

Shortly after this, I contacted your support and explicitly asked for my account to be blocked / self-excluded.

Since this request, your support has completely stopped responding to me.

In addition:

I did not receive the promised cashback, and

I have received no clarification or assistance at all.

Only afterwards did I become aware that your platform appears to accept players from Germany without holding a German gambling licence.

From a customer perspective, this is highly problematic and not transparent.

Due to:

the extremely short deposit period with a very high amount,

the lack of reaction after my self-exclusion request,

the missing cashback,

and the complete absence of any communication,

I hereby formally demand a refund or at least a partial refund of my deposits.

Please be advised that I am already in contact with a law firm regarding this matter and that this case is currently being reviewed for further legal steps.

I expect an official and concrete response from CryptoCasino without any further delay.

You know perfectly well that this doesn't even compensate for 10% of what you owe me. I expect a fairer response as soon as possible, thank you!

Ustedes sabéis perfectamente que esto no compensa ni un 10% de lo debéis darme , espero una respuesta más justa lo antes posible, gracias!

Here is the same answer we gave you on Trustpilot

"It seems that on the 6th January 2026 you contacted our Customer Support team and requested that your account be permanently closed for responsible gaming reasons. This request was actioned immediately, in line with our responsible gaming policies.

Following the account closure request, your further contact with our team did not meet our standards for acceptable communication. We operate a zero tolerance policy reagrds abuse and, as a result, no further direct communication will be entered into. This is a standard procedure and taken for legal and operational reasons.

With respect to transaction history, all deposits and withdrawals can be independently verified using your own crypto wallet or exchange statements, which provide full timestamps and transaction IDs for every transfer.

We take responsible gaming, transparency, and player protection seriously, and all actions taken in this case were in accordance with our Terms & Conditions and internal procedures.

CryptoCasino Support"

Your response is unacceptable.

I deposited approximately €18,000 in Ethereum within less than two hours on your platform.

After requesting a permanent self-exclusion, you stopped communicating with me completely.

Your claim that you will not communicate with me any further due to "communication standards" is arrogant, unprofessional and highly uncooperative.

This behaviour prevents any fair resolution of this case.

In addition, the cashback shown on my account was never credited.

Until today, I have received no clear explanation and no proper response.

I am currently in contact with a law firm regarding this matter.

Nevertheless, I am still willing to resolve this case out of court and in a reasonable manner.

For the last time, I formally demand:

• a clear explanation regarding the missing cashback, and

• a serious review of my case, including a refund or partial refund of my deposits.

Your refusal to cooperate and your dismissive attitude towards a customer who deposited a significant amount of money is not acceptable.

I expect a concrete and professional response without any further delay.

There are other recent complaints from Casino Guru users with circumstances virtually identical to mine, including very large deposits in a short period of time, ignored self-exclusion requests, total breakdown of communication, and refunds that appear as processed but are never credited.

This demonstrates that this is not an isolated incident, but a pattern of repeated behavior by CryptoCasino, which is extremely worrying from the point of view of player protection and regulatory compliance.

I request that my case be evaluated taking into account this repeated pattern of behavior, as it reinforces the need for a fair, transparent, and proportionate resolution.

Existen otras quejas recientes de usuarios en Casino Guru con circunstancias prácticamente idénticas a la mía, incluyendo depósitos muy elevados en un corto período de tiempo, solicitudes de autoexclusión ignoradas, interrupción total de la comunicación y reembolsos que aparecen como procesados pero nunca se acreditan.

Esto demuestra que no se trata de un incidente aislado, sino de un patrón de comportamiento reiterado por parte de CryptoCasino, lo cual resulta extremadamente preocupante desde el punto de vista de la protección del jugador y del cumplimiento normativo.

Solicito que mi caso sea evaluado teniendo en cuenta este patrón repetido de conductas, ya que refuerza la necesidad de una resolución justa, transparente y proporcional.

Taking into account the circumstances of my case – especially the extremely high deposits within a very short period of time, the lack of any responsible-gambling intervention, the missing communication after my self-exclusion request and the ongoing lack of transparency – I am asking CryptoCasino to resolve this matter by way of a goodwill settlement.

In order to close this case amicably and without further escalation, I am requesting a partial refund of 30 % of my total deposits as a fair and proportionate solution.

I would like to emphasise that I am still genuinely interested in an out-of-court and cooperative resolution.

Please provide a clear position on this request.

I see the situation here has been quite intense, so just a quick reminder:

For all players who are interested in a free complaint, the request form is right here:

https://casino.guru/complaints/create

Requesting self-exclusion due to gambling addiction is a serious matter with consequences for both parties; therefore, our mediators investigate each case and share opinions in accordance with our Fair Gambling Codex based on evidence provided by both sides.

Thank you for the information.

I have already filed a complaint with CryptoCasino and will pursue my case there.

I am aware that self-exclusion is a sensitive process.

I will provide all available evidence in the complaint form.

Thank you for your support.

Vielen Dank für den Hinweis.

Ich habe bereits eine Beschwerde zu CryptoCasino eingereicht und werde meinen Fall dort weiterverfolgen.

Mir ist bewusst, dass Selbstausschluss ein sensibler Vorgang ist.

Ich werde im Beschwerdeformular alle mir vorliegenden Belege zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Hello, I suggest you use only one registered account here on the forum; given the circumstances, using more than one account will be recognized by the mediators too. It's not the ideal way to start, in my opinion.

Take it into consideration, please.

Thank you for taking this step. My colleagues are always willing to investigate, and the fact that the casino representative has also been active on the forum leads me to believe that both you and the casino are interested in finding constructive cooperation.

Since self-exclusion is usually a sensitive matter, I won't push for details here on the public forum. It is not a lack of interest but rather a choice for you. Include the information you want to share, and the complaint can handle the rest.

Thank you for the clarification.

To explain the situation: I used two accounts on the forum because they correspond to two different accounts at CryptoCasino. There was no intention to confuse anyone or circumvent the rules.

That said, I take note of your suggestion and, from now on, I will continue communication from a single account, as you suggest.

My intention is to fully cooperate and focus the complaint on the breach of permanent self-exclusion.

Gracias por la aclaración.

Para explicar la situación: utilicé dos cuentas en el foro porque se corresponden con dos cuentas distintas en CryptoCasino. No hubo intención de confundir ni de eludir normas.

Dicho esto, tomo nota de su indicación y, a partir de ahora, continuaré la comunicación desde una sola cuenta, como sugiere.

Mi intención es colaborar plenamente y centrar la reclamación en el incumplimiento de la autoexclusión permanente.

Thank you for the explanation. Would you kindly inform the mediator of each complaint, too, please? In my personal opinion, it is better to communicate these matters clearly from the beginning to avoid any potential misunderstandings later.

In any case, I appreciate you taking the time to respond.

Thank you for the tip.

To clarify: the other complaint is being handled by mediator Tomás, and this complaint has not yet been accepted/assigned to a mediator. As soon as it is assigned, I will also inform the relevant mediator, as you suggested.

Thank you for your time and guidance.

Gracias por la indicación.

Para mayor claridad: la otra queja está siendo gestionada por el mediador Tomás, y en esta cuenta la queja aún no ha sido aceptada/asignada a un mediador. En cuanto esté asignada, informaré también al mediador correspondiente, tal como sugiere.

Gracias por su tiempo y orientación.