Complaint #6 Crashino Casino

Crashino closed my account without telling a reason and declines to send back my deposit

By Adam W.

2 years ago

Hello!

Yesterday I opened account on Crashino Casino. I deposited 250 Euro using XRP crypto. I played a bit on sport bets, I failed to wagger bonus. I won a little more than I deposited on sports bets and requested withdrawal.

I was asked make a KYC. I verified my account with photos of ID, selfie and bill as a proof of address.

12 hours later I couldn't log in as it said that my account is closed. I have not recieved my withdrawal or my deposit.

I asked on livechat and via email what is wrong and recieved this message:

"Hello 2qhA9,

Thank you for your patience!

We want to let you know, that your account was closed as per internal decision.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Hristina,

Crashino Support"

and on livechat:

"The funds were voided and the account closed due to the violation of our general terms and conditions. The decision is final."

"As you were already informed If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit)."

I did not receive any explanation. Not a single reason.

I have only 1 account, I verified account with my real documents.

I want my deposit back. Nobody can't write things like "we closed your account because of internal decision. Zero explanation".

I just want my deposit back. Please help me to get it back.

Disputed Casino Crashino Casino

Reason Refund declined

Amount €250

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review of valid information and proof presented by Crashino Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Crashino Casino

• Representative

2 years ago

Hi,

This account is closed due to highly fraudulent activity and will not be re-opened.

Term: 6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit). Crashino reserves the right, in its sole discretion, to void any winnings and confiscate any balance under any of the following circumstances:

if you have more than one active account at Crashino;
If you are not of legal age in the province/state/country and/or jurisdiction where you reside;
If you have allowed or permitted (intentionally or unintentionally) someone else to access or play using your account;
If you have not played on an individual basis for personal entertainment only (that is, you have played in a professional sense, with the intent on exploiting our bonuses or in concert with other Player(s) as part of a club, group, etc.);
If it is determined that you have employed or made use of a system (including machines, computers, software or other automated systems (‘bots’) designed specifically to defeat Crashino; or that you have made irregular betting or wagering patterns, or suspicious or irregular betting strategies; ; or any action to try and take advantage of the
house edge through any bad will (or fraudulent activity).
If you use the Website or your account in bad faith;
If you are found colluding, cheating, conducting criminal activity such as money laundering or undertaking fraudulent activity;
If we become aware that you have played at any other on-line casino under any of the foregoing circumstances set out above.

Best regards,
Team Crashino

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Crashino Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Crashino Casino Complaint Stats

Resolved 6 / 7

Avg. Amount $2,571

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Crashino Casino Complaints

See all complaints for this casino

Crashino closing account and confiscating balance of 98mbtc

Hello

I joined Crashino on March 5th of this year. I made 2 deposits and 2 withdrawals successfully and played there for a couple of months. Then, they asked for verification and I filled in my profile details and uploaded the proof of address and ID verification. I got a reply that the address proof was approved on June 9th (see attached email) but they needed me to do over the ID verification because it was not good enough quality. I eventually was able to send the good quality and it was approved on June 12th (see attached email). So I thought all was good, and then boom, suddenly I could not log in anymore and saw a message (see screenshot with message) that my account was closed and funds confiscated. They sent me an email with some very vague "breach of terms and conditions" but after asking further they could not even elaborate on that.

I have no idea what I did wrong. My balance they confiscated was 98mbtc. I deposited a total of 145mbtc and withdrew 80mbtc (see screenshot). So by confiscating the 98mbtc balance they did not even steal only winnings but even 65mbtc of my deposits too. I find it outrageous that a casino can just decide to take the funds from a user without even having to state any reasons.

I am very sad and disappointed right now and I hope you can convince Crashino that this is not the right way.

Also, it seems they do not even hold a license as I cannot find it anywhere on their website.

This is also a big warning to other future players, that this casino cannot be trusted if they don't solve this.

Unresolved

Closed my account and kept 620 USD only partial refund given

Hello AskGamblers Team,

I am submitting a complaint against Crashino for withholding part of my legitimate winnings.

I had a balance of 720 USDT in my Crashino account. After completing all required verifications, my account was suddenly closed by their team with no clear reason provided. They asked me to submit a wallet address to refund my funds, and later sent only 100 USDT.

I have contacted their support several times, asking for the rest of the money (620 USDT) to be returned, but they never gave any valid explanation. Instead, they just stopped replying with any useful answers.

This behavior is completely unethical. I have attached the entire email conversation with their support that clearly shows:

Their confirmation of account closure,

Their request for my wallet address,

The single payment of 100 USDT,

My repeated unanswered requests for the remaining balance.

I respectfully request that AskGamblers assist me in recovering the 620 USDT that is rightfully mine.

Thank you for your help.

Resolved

$620

Withdrawal issue with Crashino casino bookmaker

Hello AskGamblers and others,

I made an account on Crashino and deposited over 500 $ on the account, losing and winning in meantime during wagering.

After several times, my account was in profit around 250-300 $. I tried to withdraw the funds and I got rejected because the verification process. Crashino security department asked for bank statement (I sent it immediately) and after that they insisted on Phone bill. I asked not to send it because my parents are still paying my phone because the discounts they have, and they insisted on sending bills with their names anyway. I rebelled against that but I sent when I saw they would not withdraw my funds. After sending all stuff asked for, they informed me that my account is frozen due to breaking some of their terms and informed me I could take just deposit and to send crypto address for deposit refund. Now, they are informing me that they are still considering my deposit refund.

Dear AskGamblers, please solve this problem and help me to take my deposit and profit from these (as it looks after all experience and struggles) suspicious bookmaker.

Thank you in advance!

Resolved

$651

Account closed and voided balance

Hello, I made an account here. I won some money, but when I tried to withdraw they asked for verification. I made it and it was successfully approved. After that, they closed my account and said that I won't be able to withdraw any money because I breached some terms. I did nothing wrong, Please help me. Evidences < evidence set as private >

Resolved

$2,000

Account banned due to internal decision

Hello Askgamblers, please find out why my account was banned. I have read the TOS 3 times, and I didn't do anything wrong.

Crashino told me that my account was closed due to internal decision, which could mean anything.

I never managed to withdraw from Crashino, overall I lost 1000$ worth of deposits and another 1000$ in profit.

Crashino also lied about refunding my deposit money, which they haven't done.

Thank You

Rejected

$1,000

Confiscated and locked out

Hello,

I registered to this casino on July 22nd 2024, I claimed their welcome bonus on the same day, and then later claimed their weekly casino reload deposit bonus on July 23rd and July 30th. On my last deposit , I successfully wagered their bonus following their terms and finished with a balance of 8501$ usd . I withdrew and they followed up with their verification process. I submitted my ID and proof of address as requested a few days ago , today they communicated with me by email advising me that my account was closed and my funds were confiscated.

Not sure how a casino is allowed to accept over 3000$ in deposits and then lock you out of your account the moment you have a positive balance.

I followed their terms and provided them with documents for verification , this is theft.

Please help me deal with this casino.

Resolved

$8,501

Confiscation and closure

I've been playing at this casino since September. I made deposits, withdrawals and bets. After I doubled my deposit, I passed verification and sent all the requested documents. I ordered funds for withdrawal. Instead of money, I received a letter in the mail about closing the account and confiscating funds, allegedly I violated something. Moreover, the casino refuses to specify the claims. This is the outrageous behavior of scammers and robbers! Please help me get my money ($2165) back.

Resolved

Casino Withholding Payment

Hi there.

I hope you are well.

I opened a Crashino account on the 4th. I then went through their verification process, which was completed with the account being fully verified.

Before I started their welcome bonus, I went on chat to clarify the situation with the bonus. I have attached this here. They confirmed it was cash first.

I played on for some time and then completed the wagering, which was in BTC for some reason, not USDT.

Not thinking there was any problem, as I had completed the wagering, I withdrew the btc. I noticed the USDT I deposited was still there so after playing a few games of Blackjack. I withdrew this too.

Then I received an email from them saying:

"This message is to inform you that we have detected that the bonus was wagered in a different currency than your deposit, and this is why the bonus winnings have been voided."

I asked for clarification as to where it says that in the terms - as to my eyes it does not & I have checked repeatedly - and to make a complaint as I do not believe I have broken any terms.

They replied to say:

"Kindly be advised this is written in the bonuses' general terms and conditions. You can view the page here:

https://www.crashino.com/en/bonus-terms"

I have checked over and over and I cannot see such a term.

I have attached all email correspondence, including my attempts to make a formal complaint.

I have also attached all of their terms, starting with the welcome bonus, then bonus terms, and then general terms.

Your help with this matter would be greatly appreciated.

Please don't hesitate to ask should you need any more information from me.

The total amount being withheld is 0.05497446 BTC & 224.999125 USDT.

I have attached a screenshot showing this.

Kind regards.

Resolved