Crystalbet Win Casino - Il prelievo di 40.000 € da parte del giocatore è ritardato.

Casino refuses to pay out €40,000 winnings

My name is Petr and I played at Crystalbet.win casino. On 12.04.2025 I won EUR 40,000. I tried to withdraw the funds, but the casino repeatedly refused the payout, without a clear explanation.

I have communicated the situation to customer support via customer support without response. I have subsequently filed an official complaint with the Curaçao eGaming regulatory authority and Antillephone NV, but have not received any response to date.

I have evidence:

transaction statements (deposit and attempted withdrawal),

screenshots from the account with a confirmed win,

communication with the casino, where they confirm my requirements.

In my opinion, the casino is violating its own Terms and Conditions and Fair Gaming Policy by arbitrarily withholding funds without reason.

My request:

Since this is the second time the company doesn't want/didn't want to pay me my winnings, I demand a 20% apology for not resolving the problem.

I am asking for help in securing payment of the entire prize of EUR 40,000. + 20% of this amount as an apology.

If this does not happen, I will escalate to the Czech police and, thanks to foreign operations, Interpol/Europol will be requested for assistance in the systematic fraud on players.

Kasino odmítá vyplatit výhru 40 000 EUR

Jmenuji se Petr a hrál jsem v kasinu Crystalbet.win. Dne 12.04.2025 jsem dosáhl výhry ve výši 40 000 EUR. Pokusil jsem se o výběr prostředků, ale kasino opakovaně odmítlo výplatu, a to bez jasného vysvětlení.

Situaci jsem komunikoval se zákaznickou podporou prostřednictvím zákaznické podpory bez reakce. Následně jsem podal oficiální stížnost na regulační orgán Curaçao eGaming i na Antillephone N.V., avšak dodnes jsem neobdržel žádnou odpověď.

Mám k dispozici důkazy:

výpisy transakcí (vklad a pokus o výběr),

snímky obrazovky z účtu s potvrzenou výhrou,

komunikaci s kasinem, kde potvrzují mé požadavky.

Kasino podle mého názoru porušuje své vlastní Všeobecné podmínky a férové herní zásady, protože svévolně zadržuje prostředky bez důvodu.

Můj požadavek:

Jelikož je to po druhé co mě společnost nechce/nechtěla vyplatit svoji výhru požaduji 20% omluvu za neřešení problém.

Žádám o pomoc při zajištění vyplacení celé výhry ve výši 40 000 EUR. + 20 % z této částky jako omluvu.

Pokud se tomu tak nestane budu eskalovat na policii ČR a díky zahraniční působení bude požádán interpol/europol pro pomoc při systematického podvodu na hráčích.

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If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you accumulated your winnings with or without a bonus? If you played with a bonus, was it a deposit bonus or a free no-deposit bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• When was the last time you communicated with the casino regarding the payment of your winnings?
• Have you made any deposits into this casino? If so, how many and when exactly?

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

Best regards

Veronika

Good morning,

Thank you for your response and I will try to answer your questions right away.

1) The money withdrawn was without any sign-up bonuses or other supporting free stuff. Classic for my money.

2) They didn't want to pay out the same behavior on the first withdrawal. Only through one colleague who went through some way did the bookmaker manage to pay out 9850 Eur. Unfortunately, I couldn't find the colleague, he probably deleted his accounts or something happened, otherwise I would have asked him to get his money back. So, classic with this company, as is obvious.

3) KYC - yes, I documented everything during the first incident.

4) I asked who the ADR provider was and there was no response, and the lack of response has been going on since they were supposed to pay out the money since June, when I last requested the money be paid into my account.

5) Yes, he did it 10. Eur

Dobrý den,

Děkuji za reakci a hned tímto se pokusím odpovědět na Vaše dotazy.

1)       Vybrané peníze byli bez vstupních bonusů bez dalších podpůrných zdarma věcí. Klasika za mé peněžní prostředky.

2)       Při prvním výběru stejné chování nechtěli vyplatit. Až přes jednoho kolegu, který šel nějakou cestou se přes něj podařilo, aby sázkovka uhradila 9850Eur. Bohužel kolegu jsem nenašel asi si smazal účty nebo se něco stalo jinak bych požádal jeho o získání peněz zpět. Takže u této společnosti klasika jak je očividné.

3)       KYC- ano vše jsem doložil již při prvním incidentu.

4)       Ptal jsem se kdo je ADR poskytovatel a bez reakce a ta nereakce je od doby co mají vyplatit peníze od června kdy jsem naposledy žádal o vyplacení peněz na účet.

5)       Ano provedl 10. Eur

Thank you for your reply.

Are you currently able to access the website Crystalbet.win? I have been trying to reach it, but I keep being redirected to a casino called "BETnity.net," even though the domain name is crystalbet.win.

Also, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your winnings at [email protected].

Finally, could you please specify what types of games you played—slots, live casino games, or sports betting?

I sent the information and documents by email.

Best regards

Peter

Informace a dokumenty jsem odeslal e-mailem.

S pozdravem

Petr

Thank you for your email. Unfortunately, this website is a scam casino, and any claims of winnings from this site are unlikely to be legitimate. We strongly urge you not to deposit any funds or engage further with this platform, as doing so may expose you to significant risks, including the potential loss of personal and financial information.

We also strongly advise you to cease all interactions with this casino and avoid sharing any sensitive information. If you’ve already done so, please take immediate steps to secure your accounts and monitor them for suspicious activity.

For more information on how to identify and protect yourself from scam casinos, you can read our article here: Scam Casinos Warning.

I truly understand how distressing this experience has been. Sadly, because this is not a legitimate casino and operates without any proper licensing or regulation, there is no responsible authority or organization that can force them to release any funds or winnings.

As this is a confirmed scam operation, we have no way of assisting further with the recovery of your funds. We can only recommend reporting the incident to your local law enforcement or financial cybercrime unit. While we realize this may not result in the recovery of your money, it can help raise awareness and potentially support investigations into these fraudulent platforms.

I will classify your complaint as "unresolved" in our records, which will negatively impact the casino’s rating. While this may not fully resolve your concerns, it will act as a cautionary note to other players. I strongly advise against making deposits with establishments that you have not thoroughly verified or researched for reviews in the future.

I’m truly sorry that we were unable to assist you further in this case. Please know that we are here to help should you encounter any similar issues with this or another casino in the future.

Thank you for your understanding, and I wish you the best moving forward.

Best regards,

Veronika

Casino.Guru Team