Crashino Support and Complaints Thread

We, as Crashino.com, have launched at late 2021 and focused on unique branding around Crash Game and Crypto Casino & Sportsbook.

We consider ourselves as the House of Crash Gambling and offer more than 30 Crash Games which is the highest number in the industry.

We have a strict no KYC policy and we value our players' privacy. All our payments are in crypto and no personal info is needed at registration.

We are on our way to the moon and would be glad to see fellow LCB members on board! 🚀🌕

Welcome to the BEST Forum! Glad that you are here to assist our members 

Welcome to the best forum in the industry! Happy to have you here representing Crashino!! 

Welcome to the forum! 

Hi Crashino, Welcome to our forum

Welcome to our forum Crashino Casino representative! 

Welcome to LCB

I'm sooo glad I found LCB.  

Hi Crashino!

Since there is a Casino Rep available, I'm hoping you can help.

Quick version....

I had an account with you guys and won 8k, you closed my account (without any explanation, I have emails, proofs, etc) and returned my deposits of $890, leaving $7110 unpaid.

I have an open complaint with CasinoGuru (they accepted my conplaint as genuine, think there's 3 days left for your reply), maybe we can solve this issue with LCB if you prefer.

Your only reason you provided so far on CasinoGuru to not pay was you don't allow players who reside in the UK.

I did send you and the mediator across there proofs showing I am British (UK passport, maybe thats the confusion??!) And my proof of address (bank statement and utility bill) to show I reside in Austria 🇦🇹. 

I would love open dialogue and a resolution leading to you paying me my hard earned winnings!

Kindest Regards

SteveWonga 

Hello Wonga,

Sorry to hear that you are facing such an issue and thank you for bringing it to us.

Could you please send us your Casino Username via private message via private message so we can check with Casino Rep what is happening with this matter?

Thank you in advance.

Hello Wonga,

Thank you for sharing your account details with us. We will reach out to Casino Rep in order to help you with this matter.

Keep an eye on this thread for any updates.

Hi Berks,

Just an quick update.

Crashino has 17 hrs left to reply on CasinoGuru before I think they're marked as unresponsive and their rating gets lowered, that's all well and good and might help others to decide not to risk playing there.

But it still leaves me high and dry for over 7k.  Its looking likely that that they won't respond, I don't know if LCB has anymore 'pull' and appreciate your help with this matter.

I'm half resigned to the fact they ain't gonna pay, but it really hurts.....going through all the emotions of up's and down's to actually just win that amount, to then be scammed.  It truly is despicable that companies operate in this manner.

Regards

Steve

I'm not fancying my chances guys.

Crashino has been unresponsive to CasinoGuru

Hello Wonga,

We completely understand that they are unresponsive, but we will try once again to send them a reminder email in hopes that we can get some proper information about your case. Hope dies last. 

Thank you for providing us with such important information about their unresponsiveness, we will keep that in mind.

Please keep an eye on this thread for any updates.

Hello Wonga,

Casino Rep got back to us and said that you've breached T&C due to providing fake documents to them, so your account has been closed and the deposit amount is refunded. 

They also said that their decision is final, so unfortunately we will close this complaint. 

Thank you for understanding.

Appreciate your help Berks,

But Wow fake documents, I provided them my bank statements, utility bill, passport, all was checked by CasinoGuru.

There is no accountability with them so they're just making stuff up now.

I knew I was fighting a losing battle.

Thanks anyway

Hello Wonga,

Really sorry to hear that, but we are  not able to help when they clarified their decision as final, so we need to close this complaint.

Hope you will have more luck in your further entertainment.

Thank you for sharing your experience.

Hey Guys - How is the current status with Crashino? I am a player in lots of casinos for over 15 years, not one single time i was not paid by a casino, so you see i always play by the rules :)

I didn't use a bonus or anything, everything in order. Made a few deposits and then my first withdrawal - and boom the journey starts.

I was told that i will be paid "within 24 hours but usually much faster". My bad, i didn't check it in the T&C where they state that it can take 24 hours, so fine. I just looked at the marketing material which gives you the feeling of a "fast turnaround".

After chatting a few times with very friendly agents i was always assured again: Within 24 hours, but probably faster. My username/player id was even forwarded by chat to maybe make it happen faster.

Well, after 24 hours i did not get it, and then chat told me to "wait" for checks. They can't give me a timeframe.

For me, after lots of experience it just smells like classic stalling and waiting for the player to cancel it and play it back. It doesn't even change in these 24 hours to not be reversable anymore..... Any experience? Is the REP here responsive? I do not want to open complaints etc. if i have a chance to get the timeframe and my winnings fast, but at least an answer how long it takes. Pretty much every casino i've played at this stage would have tried to make it happen fast now after they're own timeframe they always assure you is not met.

Thanks for your inputs 

If you've won a decent amount, I'd say your screwed, they are a casino not to be trusted, a total sham.  They said my bank statements and utility bills were fake!!!

I had a complaint with CasinoGuru which they checked my doc's and approved them, so they have downgraded the casino to basically a scam site. 

I really don't get it, a customer deposits plays, normally loses, but even on the occasion you get lucky and win you still lose!!! $10,000 they owe me, disgraceful!

I wish you luck in getting paid, but reading your post it all seems too familiar with what happened with me.

Hello ho1985,

Sorry to hear that you are facing such an issue. Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to help you with this matter?

Thank you in advance.

Thanks Guys for the comments. 

@Perks: I've sent you the user id.

To the case in general: Now after 27 hours they say the delays can be when the system is overloaded. But i didn't get timeframe for the payout or anything else.

Just to be correct: Chat is always super friendly, but still it seems that the casino just wants to stall so we all play it back probably...

I mean if you're told several times "within 24 hours" and then after 27 hours you don't even get a timeframe or anything, but only mentioning of a "possible cause of system overloaded" it just doesn't feel right. It's not my first casino, i'm a player for many many years.

And also about "checks they need to do", i always understood that when i was playing with a bonus in a casino, or when my documents were not approved yet (that's why i always pre-approve all documents). But since i didn't play with a bonus here and also there is no KYC, it just doesn't feel right when they let you wait.

The amount is also not ridicoulously high, it's about 1.5k which is a progbably bit more than i deposited over the last days/weeks... 

In all my years of gambling i was ALWAYS being paid, every single time in every single casino. So it's a psychological thing as well, i wont' give up. I think the'yre in Sofia Bulgaria, i'm sometimes there for work, maybe they can pay me cash in their office...! 

Thanks  guys

Tried it with chat again.

First answer: Additional checks still going on it can take up to 72 hours or more... Sure!

After asking back that before i was told is was possibly a system overload Support told me that i will be paid once the checks are over...

Clearly: More stalling and probably they want me to play it back...

Been a player for 15 years, manual checks are super rarely, especially when no bonus or special play behavior involved...

Weird stuff...

Got paid now. Resolved!

Hello ho1985,

We are glad to hear  that you've been paid 

Enjoy your winnings!

We will mark this case as Resolved.

Hi.

I opened an account in July as many sites recommened this casino. I played quite a lot, and lost about 3.000 USD. However, the problems started when I won money on the account. I won approximately 11.000 USD, and had to verify my account and gameplay. They checked everything and I was paid the initial 2.500 USD. On August the 1. I played with the remaining amount and I played the whole evening. I won 55.000 USD, and decided that I wanted to stop. Quickly after they blocked my account. They had to check the gameplay once more. After 24 hours, they closed my account because I had seemingly cheated when playing BlackJack. They said I used a strategy called "Martingale", which I swear on god I have never used because I know it is illegal. I played with the same amount almost every time, and once my winnings went up, so did my bets. I know for a fact that I have not used this method, and when I ask them to submit proof of my cheating, they refuse to. I have contacted media, and my legal team. Can anyone here help me with a solution? In the meantime I would recommend everyone to stay away from this casino. They have confiscated more than half a million NOK. 

In addition, they have blocked me on Telegram. When I talk to Live Chat, they tell me to contact them through email. However, they have not responded to any of my emails since Friday morning. 

Hello DeAndreHop,

Sorry to hear that you are facing such an issue. Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to check what is happening with this matter?

Thank you in advance.

Hi @Berks. Thanks for the quick reply. I sent you a private message with my details. Hopefully this gets resolved. Thanks.

Hello DeAndreHop,.

Thank you for sharing your account details. We will try to reach out to Casino Rep in order to help you with this matter.

Keep you posted.

Thanks. If they in fact view their desicion as final, please ask for the necessary documentation.

I refuse to be accused of cheating if they do not provide any documentation what so ever.

Thanks in advance.

Any update @Berks?

They have not responded to any of my communication since Friday.

Hello DeAndreHop,

Still without any updates from their side. Let's wait one more day after we will send them a reminder email in hopes that we could get a response as soon as possible.

Keep you posted.

Hi Berks. I am guessing you still have not heard anything. What happens next?

Hello DeAndreHop,

Unfortunately nothing yet. We have sent them a reminder email on a different address in hopes that we can get a proper clarification.

Keep you posted.

Hi. Thanks for effort. Is it not strange that they accuse me of cheating and then block me on several channels, refuse to answer me or you guys, and don't provide a single peace of documentation that can verify the cheating? Just a thought.

Still no update guys? I seriously doubt they will respond. My take is that if there were in fact documentation/evidence to support their case- they would gladly respond and share this. It has been a week since I last got any form for contact from them.

This stinks.

Hello DeAndreHop,

Unfortunately not. We have tried to reach out to them through a few different addresses but still without a success. Once we hear back we will inform you. 

Keep you posted for any updates. 

Thank you for your patience and understanding.

Hi Berks. 
I talked to them on Live Chat yesterday. They are claiming that the relevant team is working on my request, and tells me to contact them through email. However, they have not responded to any of my communication since August 4th. Can they really get away with this?

Hello DeAndreHop,

Casino Rep got back to us and said that the related person for complaints is on vacation and that we can expect an update this week. Hope that this case will be resolved as soon as possible.

Keep you posted.

Thank you.

Hi Berks.

That is something I guess. Still find it strange that they have not been able to communicate this for 10 days. 
I will wait a few more days.

Thanks again!

Hello DeAndreHop,

We will remind them about this matter, so once we hear any feedback from them we will let you know.

Keep you posted.

Thank you.

Thanks again. They keep pushing this matter, so I am not sure what to do. As mentioned, I will give them a few more days, but I will not let this matter go away until I achieve some sort of justice. It's 55.000 USD we are talking about. And they have not provided anything to prove their accusations.

They have now blocked my access to Live Chat. I started a chat with Dave, my former VIP manager who has blocked me everywhere, and after I wrote my name he immediately blocked my access to the site/chat. They can't get away with this. They refuse to give me an answer, or provide any kind of documentation.

That's what Dave done with me also

Hello DeAndreHop,

Casino Rep got back to us and said that Risk management has informed him that you had a breach of T&C (7.4) and that you were refunded more with your total deposits and also that you informed by an email. They said that this decision is final and account will not be reopened.

7.4 Crashino reserves the right, in its sole discretion, to void any winnings and confiscate any balance under any of the following circumstances:
-if you have more than one active account at Crashino;
-If you are not of legal age in the province/state/country and/or jurisdiction where you reside;
-If you have allowed or permitted (intentionally or unintentionally) someone else to access or play using your account;
-If you have not played on an individual basis for personal entertainment only (that is, you have played in a professional sense, with the intent on exploiting our bonuses or in concert with other Player(s) as part of a club, group, etc.);

-If it is determined that you have employed or made use of a system (including machines, computers, software or other automated systems ‘bots’) designed specifically to defeat Crashino; or that you have made irregular betting or wagering patterns, or suspicious or irregular betting strategies; ; or any action to try and take advantage of the house edge through any bad will (or fraudulent activity).
-Low risk Roulette bets. ANY outside bet spread combination on Roulette games covering 24 or more (64%) of the 37 unique number spots on the table. E.g. betting on Red and Black - covers 36 of the 37 possible outcomes.
-If you use the Website or your account in bad faith;
-If you are found colluding, cheating, conducting criminal activity such as money laundering or undertaking fraudulent activity;
-If we become aware that you have played at any other on-line casino under any of the foregoing circumstances set out above.7.5 Crashino reserves the right, in its sole discretion, to permanently disable your account at any time at its sole discretion. Any balance in your account at the time of such account termination will be credited or sent to you your wallet except where we are withholding such monies as a result of Cheating, Irregular Play, Collusion, Fraud and Criminal Activity, or breach of the terms of these General

I have not been refunded anything?

And they refuse to provide documentation. These people Are criminals

We will ask them if it's possible to provide us with the documentation so we can examine this case in more detail.

We will keep you informed.

Hello DeAndreHop,

Casino Rep got back to us and said that at the moment can not provide us with the more detailed information. They will inquire about the proof with the relevant department and we hope that will reach out to us once they get an answer.

Keep you posted.

Hello DeAndreHop,

We are still waiting for a more detailed clarification. Once we hear back we will let you know.

Keep you posted.

Thanks. We'll see. I find it very surprising that they are unwilling to provide any kind of documentation.