CryptoCasino.com – generel debat (side 5)

Hej, jeg vil gerne kræve kompensation fra Crypto Casino for ikke at have håndteret mine anmodninger korrekt, på trods af mine e-mailforespørgsler. Jeg anmodede høfligt om lukning af min konto to gange, men de nægtede og tillod mig at fortsætte med at spille uden at acceptere mine krav.

Jeg vil gerne have kompensation for de indbetalinger, jeg foretog efter at have anmodet om blokeringen.

Jeg har vedhæftet bevis.

De 24 timer, de bad mig om at vente, gik, jeg ventede og anmodede om lukningen igen, og som du kan se, accepterede de.

Den 20. december, efter at have lukket mig ind og tabt en stor sum penge, måtte jeg anmode om blokeringen igen. Jeg måtte anmode om blokeringen 3 gange. Jeg synes, det er uretfærdigt af dem ikke at respektere spillernes beslutninger.

Dear Team Guru,

Hope the weekend finds you well.

Araham & Alejandr888 are the same player. I'll privately email you with the details.

I should have listened to the fraud team and not given Araham the deposit refund. I am too nice.

If you had a face palm emoji I would post one....actually 4.

Jeg skriver blot, at Cryptocasino er et casino, der ikke overholder sine vilkår og betingelser, da det ikke respekterer sine spilleres ønsker. Jeg viser bare offentligt realiteten af ​​min situation.

I see that the player has already filed a complaint, and you can reply to it whenever possible, of course, so our team can investigate the whole matter properly.

Thank you.

Hi Romi,

Legal have advised that we can no longer engage with the player.

For me to reply to it in full would require publishing sensitive information.

Araham and Alejandr8888 are the same person.

It is very sad but he has a HUGE gambling problem (as you will see him admit as Araham in another complaint on Guru)

I have sent Jaro screenshots on Teams.

I have also just emailed you directly.

Best wishes

Jeg vil gerne præcisere et par vigtige punkter.

For det første handler denne klage ikke om min personlige situation, men om en objektiv overtrædelse af reglerne for ansvarligt spil fra casinoets side.

Jeg anmodede om en permanent kontospærring den 21. og 25. november 2025, hvor jeg udtrykkeligt angav, at den skulle være permanent og uden mulighed for at ophæve blokeringen. Den 25. november 2025 bekræftede casinoet selv skriftligt, at kontoen var blevet lukket.

Efterfølgende blev kontoen genåbnet i december, hvilket under ingen omstændigheder burde have været tilladt, da det var en bekræftet permanent selvudelukkelse.

At casinoet nu hævder, at der var indikationer på et alvorligt spilleproblem, styrker yderligere min påstand, da genåbningen af ​​kontoen i den sammenhæng er endnu mere i strid med principperne for ansvarligt spil.

Spillerens identitet eller brugen af ​​mere end ét navn ændrer ikke de grundlæggende fakta i sagen: en permanent selvudelukkelse bekræftet af casinoet blev uretmæssigt omstødt.

Jeg anmoder om, at kravet udelukkende vurderes på baggrund af disse verificerbare fakta og gældende politikker for selvudelukkelse.

would like to submit a formal complaint about CryptoCasino.com.

For several weeks I have tried to contact the casino’s support, but I have not received any response at all.

There is no feedback, no clarification and no assistance provided.

In addition, from my personal experience, the casino allows players from Germany to register and play, although the operator does not appear to hold a German gambling licence.

This creates a very unclear and intransparent situation for players.

Overall, the way customer requests are handled seems unfair and unprofessional and does not reflect proper and transparent business practices.

I would appreciate your assistance in contacting the casino and asking them to provide an official response.

I am formally requesting an immediate and serious response from CryptoCasino.

Within less than two hours, I deposited approximately €18,000 in Ethereum on your platform.

Shortly after this, I contacted your support and explicitly asked for my account to be blocked / self-excluded.

Since this request, your support has completely stopped responding to me.

In addition:

I did not receive the promised cashback, and

I have received no clarification or assistance at all.

Only afterwards did I become aware that your platform appears to accept players from Germany without holding a German gambling licence.

From a customer perspective, this is highly problematic and not transparent.

Due to:

the extremely short deposit period with a very high amount,

the lack of reaction after my self-exclusion request,

the missing cashback,

and the complete absence of any communication,

I hereby formally demand a refund or at least a partial refund of my deposits.

Please be advised that I am already in contact with a law firm regarding this matter and that this case is currently being reviewed for further legal steps.

I expect an official and concrete response from CryptoCasino without any further delay.

Du ved udmærket godt, at dette ikke engang kompenserer for 10% af, hvad du skylder mig. Jeg forventer et mere retfærdigt svar hurtigst muligt, tak!

Here is the same answer we gave you on Trustpilot

"It seems that on the 6th January 2026 you contacted our Customer Support team and requested that your account be permanently closed for responsible gaming reasons. This request was actioned immediately, in line with our responsible gaming policies.

Following the account closure request, your further contact with our team did not meet our standards for acceptable communication. We operate a zero tolerance policy reagrds abuse and, as a result, no further direct communication will be entered into. This is a standard procedure and taken for legal and operational reasons.

With respect to transaction history, all deposits and withdrawals can be independently verified using your own crypto wallet or exchange statements, which provide full timestamps and transaction IDs for every transfer.

We take responsible gaming, transparency, and player protection seriously, and all actions taken in this case were in accordance with our Terms & Conditions and internal procedures.

CryptoCasino Support"

Your response is unacceptable.

I deposited approximately €18,000 in Ethereum within less than two hours on your platform.

After requesting a permanent self-exclusion, you stopped communicating with me completely.

Your claim that you will not communicate with me any further due to "communication standards" is arrogant, unprofessional and highly uncooperative.

This behaviour prevents any fair resolution of this case.

In addition, the cashback shown on my account was never credited.

Until today, I have received no clear explanation and no proper response.

I am currently in contact with a law firm regarding this matter.

Nevertheless, I am still willing to resolve this case out of court and in a reasonable manner.

For the last time, I formally demand:

• a clear explanation regarding the missing cashback, and

• a serious review of my case, including a refund or partial refund of my deposits.

Your refusal to cooperate and your dismissive attitude towards a customer who deposited a significant amount of money is not acceptable.

I expect a concrete and professional response without any further delay.

Der er andre nylige klager fra Casino Guru-brugere med omstændigheder, der stort set er identiske med mine, herunder meget store indbetalinger på kort tid, ignorerede anmodninger om selvudelukkelse, fuldstændig kommunikationsafbrydelse og refusioner, der ser ud til at være behandlet, men aldrig krediteres.

Dette viser, at dette ikke er en isoleret hændelse, men et mønster af gentagen adfærd fra CryptoCasino, hvilket er yderst bekymrende set fra spillerbeskyttelse og overholdelse af lovgivningen.

Jeg anmoder om, at min sag vurderes under hensyntagen til dette gentagne adfærdsmønster, da det understreger behovet for en retfærdig, gennemsigtig og forholdsmæssig løsning.

Taking into account the circumstances of my case – especially the extremely high deposits within a very short period of time, the lack of any responsible-gambling intervention, the missing communication after my self-exclusion request and the ongoing lack of transparency – I am asking CryptoCasino to resolve this matter by way of a goodwill settlement.

In order to close this case amicably and without further escalation, I am requesting a partial refund of 30 % of my total deposits as a fair and proportionate solution.

I would like to emphasise that I am still genuinely interested in an out-of-court and cooperative resolution.

Please provide a clear position on this request.

I see the situation here has been quite intense, so just a quick reminder:

For all players who are interested in a free complaint, the request form is right here:

https://casino.guru/complaints/create

Requesting self-exclusion due to gambling addiction is a serious matter with consequences for both parties; therefore, our mediators investigate each case and share opinions in accordance with our Fair Gambling Codex based on evidence provided by both sides.

Tak for informationen.

Jeg har allerede indgivet en klage til CryptoCasino og vil forfølge min sag der.

Jeg er klar over, at selvudelukkelse er en følsom proces.

Jeg vil fremlægge al tilgængelig dokumentation i klageformularen.

Tak for din støtte.

Hello, I suggest you use only one registered account here on the forum; given the circumstances, using more than one account will be recognized by the mediators too. It's not the ideal way to start, in my opinion.

Take it into consideration, please.

Thank you for taking this step. My colleagues are always willing to investigate, and the fact that the casino representative has also been active on the forum leads me to believe that both you and the casino are interested in finding constructive cooperation.

Since self-exclusion is usually a sensitive matter, I won't push for details here on the public forum. It is not a lack of interest but rather a choice for you. Include the information you want to share, and the complaint can handle the rest.

Tak for afklaringen.

For at forklare situationen: Jeg brugte to konti på forummet, fordi de svarer til to forskellige konti hos CryptoCasino. Der var ingen intention om at forvirre nogen eller omgå reglerne.

Når det er sagt, tager jeg dit forslag til efterretning, og fremover vil jeg fortsætte kommunikationen fra én konto, som du foreslår.

Min intention er at samarbejde fuldt ud og fokusere klagen på brud på den permanente selvudelukkelse.

Thank you for the explanation. Would you kindly inform the mediator of each complaint, too, please? In my personal opinion, it is better to communicate these matters clearly from the beginning to avoid any potential misunderstandings later.

In any case, I appreciate you taking the time to respond.

Tak for tippet.

For at præcisere: Den anden klage behandles af mægler Tomás, og denne klage er endnu ikke blevet accepteret/overdraget til en mægler. Så snart den er tildelt, vil jeg også informere den relevante mægler, som du foreslog.

Tak for din tid og vejledning.