I am Alice, Crystal Casino administrator. Let me clarify the whole issue for you.
First of all we should mention, that this is the very first case when a player can't launch any game in our casino. This is not a common problem or technical occurrence and we did not get any requests of that kind from anyone else at the same time . Of course, as any other gambling house, we receive queries regarding technical problems from time to time, but as a rule this issues can be easily resolved. Unfortunately, none of our instructions worked for you. Please accept our sincerest apologies for the inconvenience you've come across. But still it seemed rather suspicious from our side.
Due to the fact you had credited your account via credit card, our antifraud department asked to conduct a verification and request documents and credit card scans in accordance with our terms.
(5.2. ...The Company reserves the right to request at any time satisfactory proof of your identity (including but not limited to copies of a valid passport / identity card or any other document to verify your identity) to check the given personal information...
8.12.4. ...The passport series and number may be painted out on the image. If you made deposits to your account with the plastic card you must also send us the copies of this card’s front side and back side. The first six digits and the last four digits of the card’s number (if you have the card number embossed note that the same digits must be covered on the card’s front side and the back side ) must be visible, the CVV2 code must be painted out.....)
That was necessary to make sure, that no one is trying to make use of a stolen card.
The commission you've been informed about is a common security measure provided as a rule in most of casinos to avoid casino abuse on fraudulent purpose and it is mentioned in our terms as well:
8.12.5. if the total bet is less than three times the first deposit, the Company reserves the right to withhold 10% (but no less than 0.5 USD or the equivalent sum) of the amount being withdrawn in order to cover the bank transfer expenses. If the deposit was made via the plastic card the administration takes away 20% of the current player balance.
In your particular case this commission can be evaded. But, unfortunately, we did not get the requested documents from you and thus can not process your withdrawal with out an approval from our security department.
Moreover, at the moment we actually do not process payouts on credit cards. Thus you've been suggested to withdraw your money on any other payment system. It can be not only Skrill, but Neteller as well. Kindly let us add $10 extra to your payoff for the inconveniences you've experienced.
Waiting for your response. Please do not hesitate to contact our support for any clarifications.