CryptoRush Casino - La cuenta del jugador ha sido cerrada.

Cryptorush have disabled my account and attempted to steal the balance.

I have had no issue with the account for a few months. I referred my nephew as you enjoys sports betting and they have favourable odds. I made sure we didn't log on from the same internet (as I know this can be an issue), however the site has blocked my account and told me there is an 'account linkage' and my nephews account was also closed.

We are very different people. I have offered to do KYC for them and explained the situation to them. The amount in the account is cash and not a bonus. We did not bet opposite one another or anything like that, There was no collusion, it was simple a referral. I have been through the terms and they don't cover this and I think they are designed for stopping money laundering etc. This is not what was done.

Please could you help mediate this?

Dear rorovegas11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoRush Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please share what specific justification the casino used to block your account and confiscate winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you benefit from one-time bonuses, such as a welcome bonus in the casino?
• Please, share with me the supporting evidence and any communication between you and the casino relevant to the case to my email at tomas@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Played for over a month. My nephew was less.

They said 'Account Linkage', however as I have said the betting was completely different (we support different teams) and we did not use same device etc.

It was sports bets. No bonus.

I lost my bonuses over 4 weeks ago.

I cannot get into the account anymore to take the screenshots as I am blocked.

Thank you in advance for helping

Dear rorovegas11,

Have you funded your player accounts using deposit methods in your name exclusively?

Has your nephew used the deposit method in his name exclusively?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Hello,

Yes I used my cryptocurrency wallet.

He used his card I think:

I have never been asked to do KYC but the casino but am more then happy to do so.

Thanks

Thank you very much, rorovegas11, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear rorovegas11,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since CryptoRush Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

Thank you kubo

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 rorovegas11,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo