Kripty Casino - プレイヤーの賞金はカジノによって没収されます。

I am writing about a negative experience I had with Kripty Casino. In November I deposited on the site in Bitcoin and received a bonus. I opened a slot and noticed that my full balance did not appear. Only my real money balance appeared available to bet in this slot. I made large bets with real money and ended up losing it all.

I still had my bonus money left. I noticed that the rules at the time said that I was not allowed to bet more than €5 a spin with the bonus. I opened another slot and bet exactly €5 a spin. I had to do a huge amount of betting to be allowed to release the bonus. After playing many thousands of spins I ended up winning 0.1837881478 BTC which was converted to real money.

I had to send documents to Kripty Casino for verification. This was done and they accepted all of my documents. My account was fully verified. I then tried to cash out and this was when the problems began. I received an email informing me that I had broken the rules (see attachment "Kripty First Email"). They said that I had bet more than 5 EUR with bonus funds. This is false. I may have bet more than that with real funds but never did with bonus funds. I have attached part of my game history that was available (see attachment "Kripty History"). You can see that in the first game my bets are higher than the maximum allowed with bonuses. Those were real money bets. Bonus funds do not show up in the balance at all on that game, so there is no way those bets can be confused as being made with the bonus. When I lose all of my real money you can see that on the second game my bets were 0.00005978 BTC which at the time was exactly €5. I cannot show you the full history because it was thousands of spins long and would need several hundred pages of attachments. But I used an autoplay feature which was set to bet €5 and repeated for many thousands of spins the same amount. 

I exchanged some emails with Kripty explaining everything above: That I had followed the rules of the bonus with my bonus funds and that my real money bets must be being confused for bonus bets. They said that they would look into it and then copy pasted the same email refusing to pay. They added one extra line in that email saying that bet size breaches had been made on bet IDs 26177165238, 26177166462, 26177167907. I could not even find these bet IDs in the history. But you can see that with the first game I played which only allows real money, the bet IDs all start with 261xxxxxx. As for the second game in which I used bonus funds and never bet over €5, those IDs all start with 120xxxx. Based on the first digits of the IDs they quoted it suggests that those would have been made on the first game where bonuses cannot even be played at the system level. So how could I possibly have broken the bonus rules on those rounds? It is impossible to navigate through Kripty’s full history since it is hundreds of pages long. The times I have tried, I found myself logged out of the casino probably for inactivity. I asked Kripty to email me my full history so that I’m able to review it. They just refused and said I can access my history on the website the normal way. They went on to say that their decision was final. 

I know fully that I never did breach the maximum allowed bet with bonus funds. I only ever bet more than €5 with my real money funds. I have only ever played 2 games and the one I made large bets on only allowed real money bets. The bonus balance does not appear and is not playable in that slot. Kripty has used my large bets with real money as an excuse to cancel my winnings with their bonus. I think this is unfair and deceptive of them.

Dear Alexandre2002,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kripty Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you played Money Cart with real money exclusively and lost, and then you played Le Bandit with bonus money exclusively and won?
• When was the last time you were in contact with the casino regarding the issue?
• Could you please share with me your more recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

You asked "Do I understand correctly that you played Money Cart with real money exclusively and lost, and then you played Le Bandit with bonus money exclusively and won?". Yes, that is exactly right. On Money Cart it is impossible to bet with bonus money even if you wanted to because it just don't appear in the game balance. Le Bandit I exclusively bet bonus money on since I had lost all my real money on Money Cart by then. On Le Bandit I never bet more than €5.

I was last in contact with the Kripty on the 29th of December. I have forwarded you the full email chain of all our communication regarding their refusal to pay.

Thank you very much, Alexandre2002, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Alexandre2002,

I'm taking over your complaint. Let me ask you a question. Was the bonus activated with your deposit? If you activated a bonus with your deposit, many casinos treat both your deposit and the bonus as a single bonus amount.

I received bonus funds straight after I deposited. Unlike many casinos where these form a single locked bonus balance, Kripty works differently. Real money and bonus money balances are separate. Wins with real money are applied to the real money balance. Until you lose your real money your bets do not contribute to bonus wagering at all. You will never even be able to play towards the bonus until you have lost your deposit.

There is also more proof that balances are treated separately. As I mentioned before, on the only game that I bet more than 5 on, the bonus balance does not appear at all in the game balance. You open the slot and only the amount I deposited appears in it. So it is physically impossible for me to have bet bonus funds on this game. In their email, you can see that they made a very specific accusation: 

"After reviewing your gameplay our Secuirty Team has detected that you have made bets above 5 EUR/USD(maximum allowed as per T&C) with bonus funds"

It is not possible for me to have broken this rule because bonus funds do not appear in the game I was playing. Only real funds do. Real and bonus funds are treated separately because you are not playing towards releasing the bonus until you actually lose all of your real money.

Hi Alexandre2002,

Thank you for your reply. We had a similar situation here in a casino where the balances were kept separate but were still considered as a part of the bonus. Let's see how the casino will explain the situation. I would like to invite Kripty Casino to the conversation to participate in the resolution of this complaint.