No help from casino

They don't want to give me my money back. I requested a withdrawal. At first, I waited a very long time. When I asked how long I should wait, they told me to wait, and that was it. Then the withdrawal was cancelled. When I asked why it was cancelled, they didn't answer. I requested a withdrawal again and the same thing happened again. I waited for several days and then it was cancelled again. When I asked, they always told me they forwarded my request, and that's it. No one else has responded.
I ask you to help me. The total amount in the account is 300 dollars.

I would like to file a formal complaint against Crypto-Games.io regarding a February 2026 wager race tournament and the subsequent confiscation of my funds.

After participating for more than 2 weeks and wagering approximately $300,000, I reached around 2938 points and was competing for 1st place and the $10,000 top prize. Then the casino suddenly removed 1900 points, dropping me out of top position.

After the tournament ended, I requested a withdrawal of approximately $1,856 on 1 March 2026. The casino delayed the withdrawal for about 10 days and then refused/confiscated it, claiming vague “violations” without identifying any specific proven misconduct.

Why I believe the casino acted unfairly
1. I played games that were available and awarding points

I participated based on what was visible on the tournament page at the time and on the fact that points were being awarded in real time. I mainly played blackjack, and later plinko.

Most importantly, the casino’s own live-chat representative explicitly stated:

“Blackjack is absolutely acceptable on our platform. The issue is not the game itself.”

So the casino itself admitted that blackjack, as a game, was acceptable.

2. Their accusation is vague and contradictory

The casino claimed that my wagering was:

“structured primarily to increase wagering volume rather than for regular gameplay”

But this was a wager race. The purpose of such a promotion is precisely to increase wagering volume and compete for leaderboard ranking.

If there were specific prohibited wagering patterns, the casino should have clearly defined them in advance and enforced them in real time. Instead, they relied on vague phrases such as:

“wagering structure”

“fair play”

“anti-abuse”

“promotional integrity”

They never clearly identified:

the exact rule I violated,

the exact wagers they excluded,

the exact calculation behind the 1900-point deduction,

or any concrete evidence of bots, automation, multi-accounting, collusion, or other actual fraud.

3. They allowed me to continue for more than 2 weeks

I did not play for one hour or one day. I participated for more than 2 weeks, spent many stressful hours on the promotion, wagered about $300,000, and was still in overall net loss.

If my gameplay was truly improper, the casino should have stopped it immediately or warned me much earlier.

Instead, they allowed me to continue, allowed points to accumulate, allowed me to lose money, and only then — when I was competing for the $10,000 first prize — they suddenly removed 1900 points.

That appears to be retroactive rule enforcement.

4. They did not deny wording changes

When I pointed out in live chat that the promotional wording had changed, the representative did not directly deny it. Instead, they replied:

“If any wording was clarified or updated, that does not override the general anti-abuse and promotional integrity clauses...”

This is important because it suggests the wording may indeed have been updated during or after the promotion.

Even without screenshots of earlier wording, the key issue remains the same: I participated according to what was visible on the site at the time, points were being awarded, and I had no reason to believe that my gameplay would later be reclassified as abusive.

5. They expressly relied on delayed, retroactive review

The live-chat representative also wrote:

“Promotional activity is monitored both during and after campaigns... reviews are not always completed in real time. Adjustments may therefore occur after the promotional period has ended.”

This confirms that the casino relies on retroactive adjustments rather than clear real-time enforcement. That is especially unfair where a player is allowed to continue wagering and losing money for weeks before being penalized.

6. The 1900-point deduction was not transparent

The representative stated that the deduction was “not random,” but no transparent breakdown was ever provided.

I was never shown:

which exact bets were excluded,

how much volume was removed from each game,

why those wagers counted at first but were later invalidated,

or how the 1900-point total was calculated.

Without that transparency, the deduction appears arbitrary.

Key transcript extracts from live support

“During this review, we identified wagering on live/mini games that appears to have been structured primarily to increase wagering volume rather than for regular gameplay.”

“The availability of certain games or their inclusion on a promotional list does not override the fair play and anti-abuse provisions...”

“Blackjack is absolutely acceptable on our platform. The issue is not the game itself.”

“If any wording was clarified or updated, that does not override the general anti-abuse and promotional integrity clauses...”

These statements are important because the casino did not say blackjack itself was prohibited, relied on vague language about “wagering structure,” and did not clearly deny that promotional wording had been updated.

My position

I did not use bots, automation, multi-accounting, collusion, or any other unfair method. I simply played on the platform for more than two weeks using games that were available and awarding points at the time.

The casino is relying on broad and non-specific accusations after the fact, instead of identifying a concrete rule violation supported by concrete evidence.

What I request

I request that Crypto-Games.io:

Identify the exact rule I allegedly violated

Provide a transparent list of the exact wagers they excluded

Explain how the 1900-point deduction was calculated

Clarify when and why any promotional wording or eligible-game presentation was changed

Restore the improperly removed points and confiscated balance, or provide equivalent compensation

In my view, this is a case of retroactive and non-transparent enforcement against a player who was allowed to participate for more than two weeks and only penalized once he was competing for the top prize.

At this stage, I have little confidence that the casino intends to resolve this matter fairly without independent review. I therefore ask AskGamblers to examine this case carefully based on the evidence, the live-chat transcript, and the casino’s failure to identify any specific proven violation. In my opinion, the conduct described here raises serious concerns about transparency, retroactive enforcement, and player protection.

Thank you!

Hello

I started playing Bacarra and won over $13,000. I also played slots and sports betting on top leagues, but 90% of it was Bacarra.
They allowed me to withdraw $1000 for several days.

They stopped the withdrawal of money without explaining any reasons.
Now I have $10,000 in my account. I can't withdraw money.

My withdrawal requests have been waiting for more than a week.

The support and finance department ignore my letters and never responded.

I want to withdraw the rest of my money.

I deposited two times on this casino, first time I didnt win anything, the second time I won $75000

I did withdraw to my binance account yesterday (28/3-2025)

Got an email that my withdrawal is on the way.

Today I log in to see that my initial deposit is on my account, the "withdrawal pending" is gone from the face of the earth, there is no betting history of my win(there was yesterday)

There is no history of my withdrawal when I log in, ive sent an email but no response, ive tried to contact via live support, they dont answer.


Before i play at a new casino, i always read the terms before i even deposit so i know i have not breached any rules

They just straight removed my win from my account but i still have my mail of the supposed withdrawal waiting approval.

Hello,

I don't get my withdrawal even tho they say you receive it instantly. Its "only" 600$ that I want to withdraw. The biggest problem is that I can cancel my withdrawals and cant reach the support via live chat or email to turn off the option to cancel the withdrawal. I don't want to cancel the withdrawal and lose all my money because I really need it.