Complaint #1 Cryptorush Casino

Cryptorush Casino- Complaint due to the account Closure and fund confiscation

By lm10lm10

1 year ago

Message on forum

Subject: Complaint Against CryptoRush - Unjust Account Closure and Fund Confiscation

I am writing to formally file a complaint regarding the closure of my account and the confiscation of my funds by CryptoRush.

On 30th May 2024, I signed up with CryptoRush. I did not accept any sign-up bonuses. I deposited a total of 600 USD, placed bets on the sportsbook and casino (roulette), and subsequently lost 160 USD. I successfully withdrew on two occasions 350 USD and then 90 USD, leaving me with a net loss of 160 USD without any hassle.

I resumed betting on 31st July 2024, making total deposits of 1,150 USD between then and the present. I made a withdrawal of 33 USD on 13th August 2024, which was processed without any issues again.

On 21st August 2024, I noticed that my betting limits had been drastically reduced to insignificant amounts. I requested a withdrawal of 2,810 USD, which was abruptly canceled. CryptoRush accused me of "multi-accounting" and "exploiting loopholes in their system," which I categorically deny.

When I initially signed up, I submitted my international passport for KYC purposes. CryptoRush informed me that "Your account was already approved prior to you submitting documents." Despite this, I submitted additional documents (international passport, a selfie with my passport, and a bank statement) on 24th August 2024. I received confirmation from CryptoRush that my documents were received and that my KYC was completed.

Despite adhering to all the terms and conditions set forth by CryptoRush, my account has been unjustly closed, and my funds amounting to 2,810 USD have been confiscated. I had pending bets that won(but wasn't graded yet) as at the time my account got closed thus the total amounts being disputed will be greater that 2,810 USD.
Attached are all necessary correspondences and screenshots.

Thank you for your attention to this serious issue. I look forward to your prompt response.

Sincerely,

Disputed Casino Cryptorush Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cryptorush Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Cryptorush Casino

• Representative

1 year ago

Dear LM10LM10,

We understand you taking this matter to the Askgamblers team. However, I can confirm that the account closure was due to Multiple Account abuse. The Fraud and Risk team has irrefutably linked both accounts and we have sent the evidence needed to prove the terms breached by your account related to this complaint.

Term 4.5 states that "Your Account must be registered by Youself in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account(but shall not be obliged to do so). If we close a Duplicate Account..."

We truly appreciate the Askgamblers team's cooperation and patience in solving this case.

Amanda

lm10lm10

1 year ago

Subject: Proposal for Amicable Resolution

Dear CryptoRush and AskGamblers Team(s),

After careful consideration of the ongoing dispute, I would like to offer a resolution in good faith. While I strongly believe my winnings were obtained fairly and in accordance with your platform’s terms and conditions, I am no longer interested in pursuing those winnings.

To resolve this matter amicably, I am willing to forfeit the $2,000 in winnings. However, I respectfully request that my initial deposit of $1,150 be refunded to me. This is a resolution in your favor, but it would provide closure for both parties and ensure that I recover the funds I initially deposited.

Best regards

AskGamblers

• Support Team

1 year ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Cryptorush Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Cryptorush Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $2,320

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Cryptorush Casino Complaints

See all complaints for this casino

Cryptorush casino voids my winnings

I have a big problem with Crypturush the online casino.
On 27 October 2024 at 21:30 (local time Greece), I made a deposit of 0.00402382 Bitcoins (BTC) (current price approximately 62,129€, deposited 249€) to that casino. As a result, I received an 100% welcome bonus and my amount was approximately 498€ mixed bonus and deposit.
I had a month to wager the appropriate amount, in order to complete the rollover and turn the bonus to real money. Because of some personal issues, I wasn’t able to place bets in regular volume and just 3 days before the time expires, I realized that I was about to loose even my initial deposit. So I started placing bets with a high volume. My plan was to place parlays of 3,4,5 or 6 selections and either I would loose my amount, or I would win and have an icreased sum in order to complete with higher stakes, the rollover.
It was Sunday evening and it was the match of Lazio vs Bologna which helped me to increase my amount. All the next day I placed bets in parlays in football, basketball , volleyball, tennis and hockey. Some of them won some other lost.
In the end I managed to complete the rollover just an hour before the time expires and my amount was around 3,100euros. I was about to ask for a withdrawal but because it was my first time withdrawing in BTC, I asked just for 700euros. The amount received on 26 November 2024 at 03:43. After that I asked for a next withdrawal of another 700euros. They responded to me saying that I had to wait for a week and they gave me the day and the time after that I would be able to ask for a next withdrawal.
I have to say that I had sent all my files for the KYC procedure and they were accepted. During this week I also placed some bets on parlays and my amount increased to 4,500€ approximately.
After that period of time I asked again for a withdrawal and they responded that there were issues that were under investigation. After some days and while I couldn’t even log in, conducting with the live chat, they responded that my account was deactivated and my winnings were voided. Just that without anything else.
I am very strict with all this because I really didn’t do anything illegal. I had read the T&C and I placed bets in Parlays, using only my MacBook or iPad or phone. I used only my house’s wifi or my phones data to be connected and just one weekend when I visited my parents I used their wifi.
I am submitting a screenshot from their reply when I contacted with them for a second time. I sent a lot of emails but they defiantly ignored me. My case is completely clear. I know that it is not so pleasant for a casino to have to pay to their customers but this is their job.

Please help me
Thank you in advance

Unresolved

€4,500