CryptoRush Casino - プレイヤーのアカウントは閉鎖されました。

The casino blocked my account after trying to withdraw part of my balance. The withdrawal was canceled, the balance was 1169 dollars. I did not receive a letter to my mail with a description of the reason for the blocking. I asked in the chat, there I was told that I violated their rules, as I have several accounts. But this account is my first and only one. The chat was closed, so I can't send a screenshot of the correspondence. Please help me with my problem.

Dear siniorr0oo, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear siniorr0oo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.