CryptoThrills Casino - Pelaajan vetäytyminen on viivästynyt.

Hello, last week I've made a withdrawal request since then, I had no news from the casino and now my account is locked.. Can you help please ?

Dear Franck,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear about your account being blocked. Could you please provide me with more information and details regarding this matter? 

So, the casino still communicates with you, but you can’t log into your account anymore. Is that right? Did you receive any explanation from the casino, and could you forward it to me please? My email address is petronela.k@casino.guru. I would also like to know if you have completed the KYC (verification) process with this casino in the past. I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible to be able to help you properly. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela, thank you for your help. My account was blocked after I've asked for a withdrawal of my winnings (150.8mbtc).

The casino never communicated with me, they didn't asked for KYC, I only received an automatic mail after resquesting my withdrawal.

I've made my withdrawal request last saturday, I've waited for 3 days, then, my account was locked.. Hopefully, I've made some screenshot. Also, I've tried to get infos, but the live chat isn't working and I have 0 reply from their support team...

My money just dissapered and my account banned, this is a true scam.

Dear Franck,

Thank you very much for your quick reply and for forwarding all the relevant communication. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@CryptoThrills Casino, please could you advise? Thank you in advance for your reply. 

Hi Franck,
 

You have registered multiple accounts with Crypto Thrills Casino.    

This is in breach of our Terms and Conditions. 

Please contact our support department for further assistance. 

Regards,  

Wayne  

Crypto Thrills Support 

Dear Franck,

I’m sure you have seen the reply from the casino. Please, are you aware of opening more than one account in this casino? 

Hello,

I was not aware of that, that's serious, it's only when I made a withdrawal request that you tell me this. However you let me deposit my money on my account, even the people with whom I've chatted on your live chat before my deposit told me absolutely nothing about this. I did nothing fraudulent, I've only played and won.

I would like to ask the representative of CryptoThrills Casino to provide supporting evidence. Thank you very much in advance.

Dear Franck,

I have received supporting evidence from the casino, proving that you have opened more than one account with this casino. I’m not saying you did this intentionally, but unfortunately, the proofs that we have received are clear. In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. For more information regarding duplicate accounts, please check our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts.

Please, could you clarify if there is any deposit still being held by the casino? Looking forward to hearing from you. Thank you.

Dear Franck,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, at least, can I have my deposit back ? Since I was not allowed to play, I should at least be able to get my deposit back, shouldn't I ?

Thank you for your help.

Dear Franck,

I have checked with the casino, and unfortunately, purposely opening multiple accounts doesn’t qualify for a refund. I’m afraid we will be forced to reject your complaint. 

ok, this is totally abusive. I'm going to seize Arjel to sue you and get this casino banned from France.

Franck, I’m very sorry that I couldn’t help you to resolve this case to your satisfaction. I have tried, but unfortunately, I was not able to mediate an acceptable agreement. I would love to help you more, but since the casino operates without license, as you can see in our review https://casino.guru/cryptothrills-casino-review, there is no authority, where you could turn to. 

If there is anything else, I could help you with, please do not hesitate to contact us, otherwise I will be forced to reject this complaint. Thank you for your understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. 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.