Complaint #22 Cryptorino Casino

Confirmed My Refund but Continues to Delay Processing Without Any Timeframe

By Koinz89

3 weeks ago

I am submitting this complaint regarding an unresolved refund issue with Cryptorino.
I made a cryptocurrency deposit to my Cryptorino account using the deposit address provided by the casino. The transaction was successfully confirmed on the blockchain. However, the deposit was not credited to my account.
After contacting support, I was informed that the transaction did not pass their KYT (Know Your Transaction) check and therefore could not be credited. Cryptorino confirmed that the funds would instead be refunded to the wallet address I provided. I immediately supplied the requested wallet address.
Since then, I have repeatedly contacted support for updates. Their responses have been generic, stating that:
My funds are safe.
The refund will be processed.
The matter has been forwarded to another department.
They cannot provide any estimated timeframe for the refund.
At no point have they stated that additional information or verification is required from me. They have also not disputed that the funds belong to me or that I am entitled to a refund. The only issue is the ongoing delay with no explanation or timeline.
I believe it is unreasonable for a customer to be left waiting indefinitely after the operator has already acknowledged that the funds should be returned. I am therefore requesting AskGamblers' assistance in obtaining a prompt resolution.

Disputed Casino Cryptorino Casino

Reason Double charge/Refund

Amount $280

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @Koinz89,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cryptorino Casino

• Representative

2 weeks ago

Hello,

Certainly, we are happy to elaborate on the matter.

When a deposit is sent back under such circumstances, the process is often very quick.

It is important to keep in mind that payments are almost always processed by a third party payment provider, rather than the operator directly. This means that should there be an issue, this needs to be escalated to the payment provider who does their investigation on the matter and resolves the case in their end and then updates the operator.

While this process is ongoing, the operators does often know exactly at which phase the process is on the payment provider's side. As the timescale for resolving the matter is beyond the operator's control, it is not necessarily possible for them to provide an exact timeframe for the resolution.

However, in this instance when the funds were sent back, a delay occurred and we did not have a clear picture of the status of the refund for some time. However, the user was informed on 11th of August that the refund has been processed and they were provided with the relevant information. We are of course happy to provide the refund information to AskGamblers as well if required.

For the future, we would like to ask this player to exercise patience and allow the process to take place. If they are informed that the refund will be processed and that the funds are safe, they will get the funds back. The user contacted us at the beginning of the process up to 14 times a day, despite being repeatedly given all the available information at the time.

Hopefully this elaborates on the circumstances from our side, please let us know if you need anything further from us.

Koinz89

3 weeks ago

They are holding 2 different deposit
One is 280 usdt and the other is 210 usdt. The funds were successfully sent to their wallet address but they claim it cannot be added due to know your transaction trigger so they requested for my wallet address for a refund which has not been sent for weeks now and they cannot give an estimated time for completion anytime I ask the support live team they always tell me they do not have information and that I should contact the email support@cryptorino.io for further information when I contact these address they never responded the only time they responded was when I sent my address

Koinz89

3 weeks ago

Cryptorino is a scam guys please beware of this platform!!! How can they acknowledge my refund and hold it up for weeks without a timeframe? And they block access to reaching them, they don't even have a license partner or authority governing them.

Cryptorino Casino Complaint Stats

Resolved 1 / 10

Avg. Amount $1,875

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Cryptorino Casino Complaints

See all complaints for this casino

Profit taken by casino

Hi everyone.

I made several deposits and withdrawals to Cryptorino and everything went regularly until my last won (around 140€ profit in single bet slip). After that I was informed that I have to do kyc or my account will be deleted, I did it and despite the fact I didn’t play before January at this casino, casino refused to pay me and my account and let me just take last deposit.

Dear askgamblers, please protect my interest. I played fairly and this is ridiculous that I can’t withdraw my winnings after lot of deposits and lot of withdrawals before that.
I am desperate

P.s. I don’t know what my name is because I forgot to check it before they froze my account, but email is correct

Unresolved

€140

They have confiscating my balance and closing my account

Hi. Cryptorino.io has sent me an e-mail telling me that my balance is confiscated due to breaching rules of their sportsbook. They of course don't want to tell me which term, as it is all bogus. I don't have much hope here as I see they have failed to communicate in previous complaints on this site.

Total deposit: 75.000NOK
Total balance: 100.000NOK
Amount confiscated: 90.000NOK

They told me to withdraw my last deposit which was 10.000NOK. Have added a picture to the attached files for proof.

Lastly, I advice AskGamblers team to lower their rating and reconsider their partnership as it seems a lot of people have unjustly lost their funds on this site. Their absence of dialogue is also not helping.

Best regards, Sander.

Unresolved

kr90,000

Deposit not credited and still no response after several days

I have two deposits from revolout a trusted crypto provider. I have provided evidence to Cryptorino that the deposits have been made and reached my Cryptorino account wallet several times and they have done nothing at all to resolve this. This is a substantial amount of money, I email several times a day with all emails being ignored. I have provided all evidence requested and they give me rubbish that the team is reviewing but they are not, when I contact live support on chat they close the conversation on me. I want my money this is no more than daylight robbery.

Unresolved

$1,472

Closed my account after winning 5000 USDT withheld

Hello,

I would like to file a complaint regarding Cryptorino.io.

I have been playing at this casino for several months, mostly on live roulette. One of the main reasons I chose Cryptorino was their advertised promise of being an anonymous casino – with no KYC or verification process required. This is clearly stated on their website.

Over this period, I made more than 30 deposits and withdrawals without any issue. The withdrawals were always instant. Everything was working perfectly… until I started winning more than I deposited.

After a good streak on live roulette, I requested another withdrawal and my account was suddenly closed without warning. I received an email requesting full KYC verification, including:

A copy of my ID

Proof of address

Proof of all deposits

A video of myself stating that I am not part of a "syndicate"

I complied with everything they asked for, even though I don’t understand what a “syndicate” has to do with playing roulette. I had never heard of such a request in any other casino.

Despite sending all the required documents and video, my $5,000 balance remains locked and I have not received any reply from their support team in days.

I believe this is a serious breach of trust and potentially a scam. They changed their own rules once I became a profitable player. This goes against their own terms, which say that no verification is needed.

I have attached two screenshots: one showing that I submitted all the requested documents, and another showing the email from Cryptorino asking for verification.

I respectfully ask AskGamblers to assist me in resolving this situation and help me recover my funds.

Thank you for your support.

Unresolved

$5,000

1150 dol KYC

Hello. On March 17, I made a deposit of $450, won $1,000, of which I bet $200, and requested a withdrawal of $800. After that, my account was blocked and verification was requested. On March 18, I sent all the documents, during this time they did not even confirm that the documents were correct and began verification. I also read all their problematic reviews, they are all related to verification, so I want you to immediately start tracking my problem and help me withdraw about $1,150

Unresolved

$1,150

Account blocked after withdrawal request

Hello,

I’m writing to report an issue I’m experiencing with Cryptorino Casino regarding my account and a pending withdrawal.

Here’s what happened:

I deposited €50 into my account and started playing. After some successful bets, I managed to increase my balance to $400.
When I tried to request a withdrawal, my account was suddenly blocked. Now, whenever I try to log in, I receive the message:
"Your account has been blocked, please contact support."
I contacted the casino’s support team on December 8, 2024, via email to understand the reason for the block, but I have not received any response.
Today is December 22, 2024, and the issue is still unresolved.
This situation feels unfair and unprofessional. I would appreciate your assistance in resolving this matter and ensuring the casino provides a proper explanation and allows me to access my funds.

Best Regards

Unresolved

$400

Withdrawal refused and account blocked during KYC

I deposited in crypto currency on the Cryptorino casino. I wanted to withdraw about €110 but it was refused and 3 days later I was sent an email to verify my KYC and at the same time close my account.
I sent all these documents on Thursday, November 28 but despite my reminders still no response.
While I respected all their conditions.
Thank you for your help

Unresolved

€110

No payment, no deadline

Casino doesn't pay out money 1141 usdt. Doesn't answer mail. Doesn't give a reason. I made 3 deposits (300,300,310 usdt) and I want to withdraw 1141 usdt. and they don't pay me, it's just ridiculous. They don't give me a reason and just ignore me at the post office. this whole thing looks like a scam.

Unresolved

$1,141

Unknown timeframe for consideration of withdrawal of funds

Hello everyone. I chose this casino because there were no negative reviews. And now I regret it. Since today after I made a dkposit, made several bets in this casino, I decided to withdraw an amount of $ 50. I hoped to get them quickly, since before registration I wrote in the live chat, they promised that withdrawals are considered within 15 minutes. But as it turned out, my transaction is being considered. I tried to clarify why my withdrawal is under consideration, they answered that they do not know and I need to wait. I clarified how long I need to wait, they answered that it is unknown, since they do not have time regulations. They can analyze a day, week, month, years. I then asked to clarify in which rules it is written that my withdrawal can be under consideration, but they did not write anything to me.

Unresolved

$50