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CryptoWild Casino - Refused to pay a 4.5 BTC withdrawal

RESOLVED

Complaint Info

Disputed casino

CryptoWild Casino
Posted on April 4, 2019

On March 17, I had probably the biggest win I will ever have in my life. I deposited 2.3 mbtc, followed by 2.4 mbtc after the initial loss. Cryptowild was having an st patty's day promo of unlimited claims. Minimum deposit of 1mbtc. As i can prove, i was not taking advantage of this bonus. As it was a free spin bonus. And i could have taking a bigger advantage by depositing the minimum. So long story short. I wasn't playing with a low risk strategy and after a few hours I eventually played fa fa twins from betsoft gaming and won 2,400 credits wagering .05 mbtc @ i think 30 lines. I really was oblivious on the exact amount Id won. As bsg usually has credits that are hard to follow your actually balance. After about 30mins, I finally seen my balance and well, you get the jest. I was conflicted. I wanted to play it down, as I had a feeling that they would pay out such a high balance. But I lost $16000 of winnings at grande vegas about 2 years ago. So I didnt want to make a fool of myself again. I Requested the withdraw, and from what I remembered of my only withdraw, many months prior. It was quick. Within an hour or so. I was used to RTG casinos, so I was surprised and amazed. Not to mention grateful. I'd say I've had about 20+ lossed encounters at cryptowild. So i kept a about 20mbtc to play, and after a few hrs built it up to 110mbtc or so. But still no payout. It was kinda late so I went to bed. What I woke up to sucked. A banned account and an email accusing me on fraud. Because the phone number in my profile, was from the Philippines, and I am from the US. I am a member of multiple sites. All of my info is the same. Aside from an @hotmail vs @gmail. On a limited few. So the kicker was that i was playing a fraudulent account because they couldnt verify a phone. Of which id argue is silly, as i was never asked to verify my phone, I dont even remember having to provide it during registration. I do however remember, having to verify my email, the same that I was communicating with them on. And my btc address. Not once did they ask or try to allow me to verify who I was, or that no btc that i use is stolen, but paid for. I tried being polite and rational. And they kept trying to avoid paying on frivolous claims. Actually worse than frivolous, as i have the documents to show that they were the ones being in professional. So I am hear to share, hoping "A" they will see that the risk of very bad practice publicity could cost them far more than a payout, and in actuality, the big win payout could be a good marketing investment. I know I would have shared and possibly converted many players. But that same energy and drive of what could of been positive for them, my be used in an opposite aura. So lets see what they feel is in cryptos bests intrest.

Posted on April 4, 2019

Our team researched your account and found your bonus ratio to be 121%. Your deposits all have bonuses.

Our Terms and Conditions address this-

The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:
• creating more than one account in order to get advantage from casino promotions
• providing incorrect registration data
• any other actions which may damage the Casino
Abusing of the promotion means:
- Making max allowed bets on high variance games in order to increase balance
- Decreasing stake after big hit and switching to low variance game
- Making deposits with only bonus promotions without free cash deposits
- Customer bonus ratio (deposits : bonuses) is more than 25%.

AskGamblers
Posted on April 4, 2019

Dear CryptoWild Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­t@­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

Posted on April 5, 2019

We have emailed the evidence. Thank you for taking the time to review it.

Posted on April 5, 2019

i thought i had posted a response to cryptowilds first rebuttal. i also included our conversation emails. Was it received? or does it need to be discreet? I didnt notice a response to my last post, so. I just want to make sure that, they are not claiming that i was given this so called evidence.

AskGamblers
Posted on April 8, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf CryptoWild Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.