Kripty Casino - La cuenta del jugador ha sido cerrada después de los depósitos.

Hi on 2025-04-05 I wrote to their live chat to close my account due to gambling addiction and they asked me to email that I wanted to close my account. So on 2025-04-05 I emailed them to close my account due to my gambling problem. But on 2025-04-27 I was able to log in and make several deposits even though I asked them to block my account due to gambling problem. When I pointed this out after my deposits on 2025-04-28 they closed my account directly. I am so disappointed that they did not close my account the first time I asked them, instead they allowed me to play again and lose my money. So I demand my deposits back between the period 2025-04-20 to 2025-04-28

I am sending proof here:

Hej den 2025-04-05 skrev jag till deras livechat att stänga mitt konto pågrund utav spelberoende och de bad mig maila att jag vela stänga mitt konto. Så den 2025-04-05 mailade jag dom att stänga mitt konto pågrund av att jag har spelproblem. Men 2025-04-27 kunde jag logga in och göra flera insättningar fast att jag bett dom spärra mitt konto pågrund utav spelproblem. När jag påpekade detta efter mina insättningar 2025-04-28 så stängde de mitt konto dirrekt. Jag är så besviken att dom inte stängde mitt konto första gången jag bad dom, istället tillät det mig spela igen och förlora mina pengar. Så jag kräver tillbaka mina insättningar mellan perioden 2025-04-20 till 2025-04-28

Jag skickar med bevis här:

Dear Flugfiske28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you deposited kr15000 (dispute value) after your account was reopened?
• Have you discussed the refund with the casino? What was their reaction? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi, you understand correctly that I was able to deposit money on 2025-04-27 even though I emailed the casino to close my account for gambling addiction on 2025-04-05.

I want you to help me get my money back. I have tried contacting them about a refund by email but unfortunately I am not getting a response.

Hej, du förstår rätt att jag kunnat sätta in pengar 2025-04-27 fast jag mejlade casinot om att stänga mitt konto för spelmissbruk den 2025-04-05.

jag vill du hjälper mig att få tillbaka mina pengar. Jag har försökt kontaktat dom om en återbetalning på mail men jag får inget svar tyvärr.

Thank you very much for your reply, Flugfiske28. Can you forward all the communication between you and the casino to kristina.s@casino.guru (even if they were just attempts to get in touch with the support)? Alternatively, you can post it here. Thank you in advance.

Hey everyone, you've already received my first message. Sent with three pictures.

Hej alla försök har du ju redan fått i mitt första meddelande. Skickade med tre bilder

Thank you very much, Flugfiske28, for your cooperation. 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.

Thank you and welcome Kubo.

Tack och välkommen Kubo.

Dear Flugfiske28,

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.

I would like to invite the Kripty Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Kripty Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo, no new info. so this still applies.

On 2025-04-05 I wrote to their live chat to close my account due to gambling addiction and they asked me to email that I wanted to close my account. So on 2025-04-05 I emailed them to close my account due to my gambling problem. But on 2025-04-27 I was able to log in and make several deposits even though I asked them to block my account due to gambling problems. When I pointed this out after my deposits on 2025-04-28 they closed my account directly. I am so disappointed that they did not close my account the first time I asked them, instead it allowed me to play again and lose my money. So I demand my deposits back between the period 2025-04-20 to 2025-04-28

Hello Casino Guru Team,

Thank you for your message.

Following a detailed review, our team has confirmed that we have not received any email regarding an account closure request for this user. As per our standard procedure, all account closure requests must be submitted via email to ensure proper verification and processing.

In line with our Terms and Conditions — specifically section 6.11 — any request to close an account must be sent from the user's Registered Email Address to our Customer Support Department via the links provided on the Website.

Since no such communication has been received on our end, we were unable to proceed with the request.

Best regards,

Kripty

bullshit. I email u 2025-04-05. Here is proof

Dear Flugfiske28,

Could you please clarify whether you submitted any additional self-exclusion requests to the casino following your initial request on April 5? If so, kindly attach any relevant screenshots or forward the email communication to me at jakub.m@casino.guru.

You also mentioned that after making further deposits, you informed the casino that you had previously requested self-exclusion, and your account was subsequently closed on April 28. Could you please elaborate on how this communication took place? Was it through live chat or email? If possible, please provide any supporting evidence related to this correspondence as well.

Thank you for your cooperation.

Hi no I emailed them on April 5th that I wanted to close my account for gambling addiction.

Yes I informed them again after I made deposits and asked why they haven't blocked me. That contact was on April 28th via live chat. When I pointed it out via live chat they closed my account directly. ( no screenshot from livechat)

It's funny that kripty responds like this to your requested contact

"As per our standard procedure, all account closure requests must be submitted via email to ensure proper verification and processing.

In accordance with our terms and conditions - specifically section 6.11 - all requests to close an account must be sent from the user's registered email address to our customer support department via the links provided on the website."

That means it has seen my email otherwise it would refer me to email. And I have all the proof that I contacted them on April 5th.

So with that said it has made a serious mistake and I want my deposits back from April 5th onwards.

Flugfiske28

I have now email you Kubo.

Dear Kripty Casino,

When the player initially contacted your live chat requesting to close his account due to a gambling problem, he was informed that such a request could not be processed via live chat and that he needed to send an email instead. However, during a subsequent live chat, after raising concerns about his self-exclusion request being ignored, he was suddenly able to self-exclude via chat.

Could you please clarify what changed in your procedures or policies between these two interactions?

Additionally, I kindly ask you to provide evidence that no email communication from the player was received on April 5. You may send any relevant documentation to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Hi all,

Thank you for your message.

While our standard policy requires self-exclusion requests to be submitted via email, a one-time exception was made in this case following the player's follow-up and our internal review.

Regarding the emails, unfortunately, it is not possible to provide proof of an email not received. After checking thoroughly, we found no record of any such communication in our system.

Please feel free to reach out if you need anything further.

Best regards,

What nonsense "one-time exception" and you saying "email not received"

I have even emailed and forwarded the original message I sent you. Everything is correct time/date/email address.

So refund my deposits immediately between the period 2025-04-20 to 2025-04-28.

Vilket skitsnack "engångsundantag" samt att du säger att "e-postmeddelande inte har mottagits"

Jag har till och med mejlat jakub.m@casino.guru och vidarebefordrat original meddelandet jag skickade till er. Allt stämmer tid/datum/epostadress.

Så återbetala mina insättningar genast mellan perioden 2025-04-20 till 2025-04-28.

Hello Flugfiske28,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Flugfiske28,

I hope this message finds you well. Please accept my apologies for the delayed response - I've recently returned from sick leave.

Regarding your complaint about the handling of your self-exclusion request, I want to assure you that we take such matters very seriously. Supporting vulnerable players is one of our top priorities, and we aim to handle all related concerns with fairness and sensitivity.

However, in reviewing your case, we must also consider several important factors. Technical issues - such as undelivered emails - can unfortunately occur, and these are sometimes beyond the control of the casino. Because of this, and to ensure a fair and consistent approach, a single, unacknowledged email cannot be regarded as a valid or completed self-exclusion request.

From our perspective, it is reasonable to expect players to follow up or use alternative communication methods if they do not receive a response - particularly in matters as serious as self-exclusion. In your case, the initial email you sent on April 5 did not receive a reply, and there was no further communication until after additional deposits were made and losses incurred. At that point, the casino responded quickly and appropriately to your subsequent request.

As a result, your complaint does not meet the necessary criteria for a refund, and I must reject the case as unjustified.

I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo