Crashout Casino - Problema no revelado con la cuenta de un jugador.

Dear JennB,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than screenshots without context. Could you please describe the situation in as much detail as you can?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hello Tomas,

This happened May 2023 that my balance have disappeared completely from 10k+ to 0.00 balance without any explanation. Customer support that I contacted always saying it would be fixed by tomorrow until it became two weeks. I message again how was the issue until now there's no response. I hope there's an action regarding this issue. I'm not the only one who got victimized by this awful crypto casino. I have the full conversation.

I understand your frustration.

Could you please send me the conversation you had with the casino? My email is tomas@casino.guru

I'll await your reply.

Dear JennB,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

sorry about the late reply been busy lately will send the conversation to your email.

I understad.

I still haven't received any information from you. I have just sent you an email requesting the information again. Kindly send it to me as soon as you are able to.

I'll await your message.

Dear JennB,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

I have already sent the screenshots 5 days ago regarding about the conversation between me and the agent please check your email.

Thank you for your patience.

Was your casino balance reinstated by the casino? Have you received any news regarding the issue?

Hi Tomas,

There's no changes or any news from them. I still have zero balance.

Thank you very much, JennB, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello JennB,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crashout Casino to join the conversation and participate in the resolution of this complaint.

Dear Crashout Casino,

Can you confirm if there have been technical issues causing the player's balance to disappear?

Thank you.

Kind regards,

Tomas

Hi

Thank you for helping me. It seems they won't answer it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear JennB,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas