Crypto-Games.io Casino - プレイヤーの引き出しが遅れ、アカウント履歴が失われています。

Deposited two times, won on the second time I Deposited

Won exactly 31707.50208054 xrp

Did a withdrawal, got a mail that my withdrawal is awaiting approval.

Waited one day and logged in again and to my surprise my initial deposit is in my account, my withdrawal history is gone, my betting history of that game where is won is gone, no answer in email, live support is closed.

I have not breached any rules im sure of because I read them before I even start to deposit and play.

The good thing is I got the withdrawal mail as proof, how can they just delete and mask this? This is outrageous..

Dear Chriizz,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that you haven't received any explanation from the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it 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

I focuse mostly on slots.

Ive got a small welcome bonus that I completed the wagering requirment(I tried to withdraw but it didnt let me before I completed the wager requirment.)

They have not responded or anything, no mail no nothing, everything just gone from my account.

This is a LIE! HOW CAN I ACCESS THE GAME IF ITS NOT ACCEPTED IN SWEDEN?

Now i cant even access the game i won in

They refuse to enter the chat.



The whole conversation email

The withdrawal mail



Thank you for your reply, Chriizz. Do I understand correctly that you registered your account and always played from Sweden? Could you please confirm that you never used a VPN to alter your location while playing at this casino?

I have played here in Sweden yes, no vpn has been used to play.

As I said, i always check the terms and condition on each site before even playing.

Thank you very much, Chriizz, 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, Chriizz,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Crypto-Games.io Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules? Where exactly can we find the information about restricted game providers, or how are players informed about it?

How does the casino enforce such rules? If the user somehow bypassed the casino's system settings/restrictions, please prove it.

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

Thank you.