Complaint #1 Kryptosino Casino

Fast withdrawal not processed

By Tolga K.

3 years ago

I made an account with this casino because they advertise fast withdrawals on the homepage.

Unfortunately this is a lie.

I made 500 euro withdrawal request with LTC and contacted financial department by email. They didn't process the transfer and did not react on my email.

Live chat keeps saying it will be prompt but also that financial department is completely independent service and they don't have any insight.

Disputed Casino Kryptosino Casino

Reason Delayed payment

Amount €13906

Discussion

AskGamblers

• Support Team

3 years ago

Dear @T0t0diabl3,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Inactive user

3 years ago

Yes this is true.

Except that you never verified my account and did not allow me to withdraw.

Also you never helped me by suggesting account temporarily disable and instead waited for me to lose patience and gamble everything away.

Just like magic the moment my balance hit 0 . The next day you verify my account.

With documents you had for several days but decided to make me wait.

You are the reason online casino get a bad réputation.

I truly hope people will read this and be warned.

You don't have fast withdrawal and easy KYC like you state on your homepage in huge letters!

You are just not paying if someone manages to win ..

13 906 euro was life changing money for me.

I live from paycheck to paycheck minimum wage and you robbed me of a better life ... Finally after all those years gambling this was my biggest win.

The win i desperately needed to pay back money I owe and put my life back on track.

Thanks for ruining my life.

AskGamblers

• Support Team

3 years ago

Dear @T0t0diabl3,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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.

Kryptosino Casino

• Representative

3 years ago

Dear player,

thank you for contacting us.

On the 8th of March you made your first deposit on Kryptosino. After consulting with our Live Chat representative you decided to claim a wager free welcome deposit bonus.

In our Terms and Conditions it is stated that if a player claims any type of bonus, the KYC procedure is compulsory upon withdraw request. The casino must verify that the gameplay is according to the Bonus Terms and Conditions and verify your account. These procedures take some time to be completed as they are done by a human. This is the reason your first withdrawal request of 500€ wasn't instantly processed, the relevant department reserves time to check that the gameplay and documents comply with the Terms and Conditions and AML policy.

During the account verification procedure you were in constant contact with our Live Chat representatives who kindly reassured you to ease your impatience. Still, you eventually decided to cancel the 500€ withdrawal and continue playing after which you accumulated 13.906€ balance. After that you requested two withdrawals of 10.000€ & 3906€.

After you submitted part of the KYC documents, the finance department requested additional documents which were missing (Selfie + ID) to fully verify your account, and assured you that your withdrawal will be processed once your account gets verified.

We never gave you a reason to get impatient, even the finance department, directly assured you via email that your withdrawal will be processed all according to the Bonus Terms and Conditions.

Instead of being patient, you went ahead and did the same thing as with the first withdrawal, you cancelled them and continued playing resulting in spending the balance. Bad luck this time.

To avoid such cases we also offer self exclusion periods like freezing the account (1 day, 3 days etc.) during which players are not able to access the account. It was only your decision to cancel the withdrawals and continue playing, this time with a bad outcome.

Your feedback matters to us as we strive to improve our service, and we apologize your first experience was inconvenient.

Respectfully,

Anton

Kryptosino Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $1,714

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Kryptosino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Kryptosino Casino Complaints

See all complaints for this casino

Kryptosino pending withdrawal for unreasonable amount of time

Withdrawal pending for ten days, while their TOS says up to 48 hours. No communication from their end. Their support chat agents tell me to contact the financial department directly. However they do not make any attempt to respond to my email.

Disputed amount 10 000 NOK. Hopefully a complaint here might shed some new light on my issue.

Resolved

kr10,000

Withdrawal on hold for 80 hours

I have been playing at this casino for years. Wagered 8 million NOK. And 1,5 million NOK in the past two months. Depositing every day. So I am in their VIP department. However, withdrawal is always slow (30 hours).

But this day, they have breached their own TOS of 48 hours. And you know, contact me with an explanation and I will understand. I even emailed their financial department, but I was met with a wall of silence.

So being a loyal customer means apparently nothing. Hopefully, AskGamblers will help me with this sad issue.

I am so disappointed, to be honest.

Resolved

kr20,000

Casino not paying and no explanation

Dear Ask Gamblers,
I was lucky i thought, i won 1674€ with Kryptosino Casino but they do not pay. I won on the 20th November and my cashout has been sitting there pending ever since despite a fully verified account.
I have been on chat atleast 8 times and i am told every time that this has been now escalted to the finance team and i will hear back and i never do. I have emailed support several times and they never reply. Not paying my winnings!
Hubert

Resolved

€1,674

Withdrawal delay and email ignored

Dear AskGambler team,

I made a lot of deposit, lost everything, normal it’s casino, complete my KYC verification Till there, no problem. Then started to win and I request some withdrawals. (The 2 first of 2000$ and 1900$ were requested more than 48 hours ago)

2000$
1900$
1000$
2000$
1000$

I contacted the support, the finance and support was not helpful and finance only replied to one email (5 or 6 sent) saying it was limited at 5000$ per week and that they already processed to the withdrawal (I received 3000$, not the 5000$ that I should have receive per week.)

I explain them clearly what I received and what I should have received asking them for a timing on when I would receive the rest of my money (2000$ this week and the remaining 2900$ next week) no answer.

I attached mail, withdrawals request to this, I really hope they will not ignore you as they are doing for me.

I chose this casino because in their website and in your website as well, it was written “Fast withdrawal”, I think you should change that as it’s clearly not true.

Thank you in advance for your support

Resolved

$4,900

Deposit issue using Bitcoin

I deposited $150 using Bitcoin and made the transaction through Banxa website.
The casino can see the deposit was made but the refused to show my deposit in my account I contacted support over and over giving them all the information they need. I even contacted banxa and they send me the link to see that the transaction was completed but kryptosino keep asking me for transaction ID I don't have transaction ID because banxa doesn't provide transaction ID. Now the casino is not giving me my money and that's a problem.
Let's not forget that the casino was able to see the deposit but still denying me the money.

Resolved

$150

Casino is not paying my winnings and fooling me

I have seen kryptosino casino on ur web site with good rating on it so I created acc and verified it first and deposit 250 usd and wood total amt 900 on 13.5.23. I have created req of withdrawal in this casino now 13 gone 14 gone 15 gone now today is 16 still they r not paying me my winning second they even don't reply the email I have written them. 8 emails non of them got replied I am attaching my acc details and withdrawal detail so plz check it accordingly.

Resolved

$250

Kryptosino casino - Account deactivated without any reason

I reached out to live chat support because I only got 60 cent weekly rakeback instead of the 48,17 EUR mentioned in the rewards section.

She never came back to me after asking me to hold on a moment .

Later I notice my account is deactivated while I still had balance and weekly + monthly rakeback of close to 100 EUR total waiting to be claimed in the personal rewards section of my personal profile.

I contacted live chat and sent an email to kryptosino but they don’t seem to care to explain why my account was deactivated and what I should do?

They truly are the worst casino experience I ever had in my life.

Rejected

€100