RESOLVED: Crypto Thrills Casino Complaint

Hi LCB,

I joined this casino some time ago and managed to win with an exclusive bonus that has a cashout multiplier of 5x bonus amount.

I had managed to complete wagering and had 21mbtc left in my account of which 4mbtc was deducted as that was the initial bonus.

Thereafter I was left with 17mbtc which was transferred to my cash balance.

The 5x max cashout was specific to that bonus however they applied that max withdrawal rule of 10mbtc which was incorrect in this case as it should have been 5x bonus amount specific to that promo.

I am tired of explaining to.them...I just want the difference paid out to me.

Any assistance will be appreciated 

Username is Desheen59

Hello Desheen59,

We've sent your complaint's details to the Casino Representative and asked him to check what happened. Keep you posted.

Hello Desheen59,

The Casino Representative has just advised us that your bonus has been applied to your account now. The casino will also inform you about this.

Please let us know if you've received it and if everything is ok.

Thank you.

Hi Sydney,

Thank you for helping me.

I was originally enquiring about the cash was was erroneously taken from me but was happy with the bonus given to me in my account.

Once again,I am encountering difficulties with my withdrawal as support informed me that I will have to wait until tomorrow as finance does not work on weekends but their terms clearly say that withdrawals are processed instantly.

Again they do not want to pay me my winnings and putting ridiculous max limits on my withdrawal and finding excuses even though I wagered over 1000mbtc and this was a management bonus that should not have restrictions after all the difficulties I had.

Please help me with this.

My initial complaint was about the 5x bonus max withdrawal that should have been allowed as that was specific to that bonus.I should have been allowed a 21mbrc withdrawal as that was bonus specific limited to 5x bonus amount.

Now I was given a 26mbtc bonus which I wagered over 1000mbtc.They once again stole 92mbtc from my balance as this was a management specific bonus and should not have had a max cashout especially after my initial problem.

Please assist me in getting my remaining 92mbtc.

Hello Desheen59,

Ok, we've notified the Casino Representative and asked him to look into this again. Keep you posted.

Hi Sydney,

Any feedback as yet from the casino rep?

Thank you for helping me.

Hello Desheen59,

No, I still haven't received a reply from the Casino Representative. He advised me this morning that they would look into this again and get back to us. As soon as I receive a reply, I will let you know.

Hello Desheen59,

Here's the reply we've received from the casino:

"This player's bonuses and withdrawals were all processed according to the correct procedures and T&C's.
Furthermore the player is recommended to contact support management to further discuss his queries.

Regards,
Crypto Thrills Support"

Hi Sydney,

My withdrawals were not processed according to the casino terms and conditions.

I have always been given the runaround when requesting a withdrawal.

With my initial query,I was paid 7mbtc less,then instead of paying me the balance,they issued me with a bonus which I had to wager 1000mbtc.

They keep on saying that management bonuses have a 10mbtc max withdrawal but here is an extract of their own T&C's:

"All bonuses carry a cash out multiplier which means that the maximum value that can be converted to cash is 5 times the value of the bonus."

The bonus given to me was 26mbtc so.the maximum cash in amount should  have been 130mbtc especially after I raised a query about this initially.

Please assist me as their management is not helpful at all.

There seems to be a trend with this casino whereby they do not pay players and once a player takes alot of time raising a query then they decide whether to pay or not.

Hello Desheen59,

We're only mediators here and we can't force anyone to do anything. We can request a proof from the casino regarding your case, if that's ok with you.

However, the Casino Representative has advised us that their decision is final and that you can contact them directly if you need further clarification.

Hi Sydney,

Thank you for your help.

Please request proof and update this thread based on the evidence received.

Have a good evening.

Hello Desheen59,

Ok, we've requested the evidence from the casino and once we receive it, we'll update this thread.

Hi Sydney,

I was also a winner on the northern lights leaderboard tournament and now I am told that this tournament is extended but it clearly shows that it should have been finished today at 5pm.

I just do not understand why this casino is being so unscrupulous.

To all those who value their money, please do not gamble at this casino.Non payment is their motto.

Hi Sydney,

I hope you had a lovely day.

I just wanted to know if you received any feedback or evidence from the casino as to why they did not pay me?

Thank you for all your help.

Just an update, my user account is now blocked,  my tournament winnings as well as my previous winnings were not paid.

Live chat and management are also unresponsive.

I fail to understand how a casino has clear terms which states that a bonus has a 5x cashout multiplier and does not payout the correct amount when requesting withdrawal.

Hello Desheen59,

We've received a reply from the casino and this is what they said:

"The player claimed that CryptoThrills processed 7 mBTC, when in fact he recieved 10 mBTC.
The player claims he was a winner on the leaderboard, which he was and won 55 Free Spins.
Based on the player's posts on the public forum, Crypto Thrills Casino management has chosen to lock this players account, since he was giving false information about the 10mBTC payment.
He should contact support for his account to be unlocked."

Also, we've been provided with the evidence from the casino which shows that your bonuses and withdrawals were all processed according to the correct procedures and T&C's of the casino. Since these bonuses were processed according to the casino's Terms and Conditions, there's nothing more we can do to help you.

Please contact the casino as they've suggested and they will unlock your account.

I did not say that I received 7mbtc but I mentioned that I received 7mbtc less than I was supposed to.

Kindly advise why I was not paid out the 5x cashout multiplier as per the specific bonus?

The 5x bonus amount max cashout should have been applied to my last cashout.

I will contact the casino shortly.

I have contacted support and they are still refusing to reopen my account.

Kindly advise.

Thanks Sydney,your help is appreciated.

Hi Sydney,

I have contacted Sasha on live chat and she informed me that my account is closed it seems like the casino rep had provided false info that my account would be reopened and my tournament wins paid.

If you look at my initial post,I did not say that they paid me 7mbtc but mentioned I had 17mbtc and only 10mbtc was paid and due to the bonus having a 5x max cashout,my payout should have been 17mbtc which was 7mbtc less than I received.

They interpreted it wrong and now locked my account and never even credited my tournament winnings.

Please help as I do not want other players to go through this.

Thanks again

The cashout in question was this one with a 5x bonus multiplier specific to this bonus.

The full amount of 17mbtc should have been paid.

Please see screenshot attached.

Hello Desheen59,

Ok, thanks for posting the details of the bonus you've taken. We'll ask the Casino Representative to check this. Keep you posted.

The same applied to the 26mbtc bonus which I was given and wagered over 1000mbtc.

The bonus has a cashout multiplier of 5x and I should have been paid out the full 100mbtc but 92mbtc was forfeited.

Cashout multiplier are there for a reason and these are sticky bonuses and not standard bonuses and this casino does not comply with the payout request.

Please assist asap as this casino is not helping me but I thank you for providing us with such a forum to voice our concerns 

Hello Desheen59,

We've just been advised that your account is under review. Once that review is completed, a final decision will be made. Keep you posted.

Sydney,I appreciate your effort in trying to assist me.

If possible,could you speak to the casino rep and ask if this matter can be resolved quickly as my tournament winnings were not paid and the casino clearly locked my account as they misunderstood what I said.

The bonuses with a 5x max cashout multiplier was clear on the screenshot and it's clear that the full winnings on both the 17mbtc and the 100mbtc should have been paid.

It's so sad that I have to wait this long but I am not at fault and I do not mind parting ways with the casino but the casino must pay the correct amounts to me and we can move on.

Please try to help me as speedily as possible. Once again,thank you for your time and help.

Hi Sydney,

Please can you contacf the casino this morning if possible.

It is clear that this casino is using delaying tactics not to pay.

The casino rep had mentioned to LCB that my account will be reopened and my tournament win will be credited however they clearly provided a false statement.

It is also clear based on the screenshot provided that my winnings were not correctly paid.

Can you please ask them if they could reopen my account and credit my account with the correct winnings so that I can withdraw and then if they want to part ways then they can close my account after the withdrawal.

I can provide screenshots of multiple issues I had with their support from my first withdrawal.

I do not want other players to be inconvenienced like I have been and I hope this casino would do the right thing so that we can all move forward.

Thank you and have a great day.

LCB members should know that Crypto Thrills casino has locked my account, has not credited my tournament winnings,paid incorrect amounts on withdrawals and they continue saying that the account is under review and it's been more than two days now.

I hope that no other player has to go through this.

Please assist me LCB moderators.

There has been so few transactions on my account.

I do not understand how long it takes to review an account.

This is clearly a delaying tactic not to pay and rectify their own errors.

Please can someone assist me or do a follow up urgently.

Is there a way to blacklist this casino permanently?

Hello Desheen59,

We've contacted the Casino Representative last night at 21.22 CET, so there's no need to contact them again this morning. The Casino Representative replied to us that your case is under review. As soon as they finalize the review, they'll get back to us.

If we don't hear from them, we'll send them another reminder email on Monday. Let's give them some time to review everything and we'll see what they'll say.

Hi Sydney,

Thank you for your help.

I just wanted to let you know that there was only 6 transactions done on my account so I just do not understand the timing delays around reviewing my account.

I would appreciate it if this matter could be resolved today as LCB has contacted the casino rep yesterday but this account review has been going on for more than two days now.

Please assist where possible.

HI Sydney,

Any news from the casino rep or management?

Should I include all the other screenshots with regards to chat history with casino support and my account history as well as the bonuses used clearly showing that the bonus had a 5x multiplier which was redeemed to my cash balance after playthrough?

The received cashouts much less than what I was entitled to and it can clearly be seen that the casino rep misinterpreted by post here and locked my account unfairly.

I am very inconvenienced by this and am willing to put all other support showing that my claim is valid and that crypto thrills has been very wrong in the way they have treated this matter.

Thank you for everything.Is there any way I can chat to management directly as they do not respond to my emails?

Hi Sydney,

I hope you had a good weekend.

Have you received any feedback from the casino rep or Crypto Thrills management?

I have read so many bad reviews about this casino online and really wished I never played here.

My account has been locked and under review for more than 5 days now and there was only 6 transactions done.

They have taken 100mbtc in total from me not abiding to the 5x bonus cashout multiplier which is listed in their own terms as well as the bonus screenshot attached.

I can post several other screenshots showing the fraudulent intent of this casino from the beginning and will do so depending on the outcome of this complaint.

I will appreciate it if you could do a follow up and assist me with this.

Hello Desheen59,

No, we still haven't received a reply from the casino. We've sent them a reminder email. Keep you posted.

Is there anything I can do to speed up the process?

Must I post more evidence in support of my claim,screenshots,chats etc?

Thank you once again.

Dear Players,

Crypto Thrills casino locks accounts and does not pay out winnings as required.

I have been waiting 7 days for my winnings and the casino rep had also lied to this forum stating that account would be unlocked and tournament wins paid but to date there are 3 things outstanding which are listed as follows:

1) 1st bonus taken as per the screenshot attached earlier in this post: The full amount was not paid, only a portion.

2) I had issues with my tournament winnings which was not credited as well as problems with my second withdrawal.

3) Earlier in this post,the casino rep advised that instead of correcting the first mistake of which the incorrect amount was paid,he would issue me with a cash bonus.That bonus was 26mbtc and more than 1000mbtc had to be wagered. The cashout multiplier on that specific bonus was 5x bonus amount so I should have been able to cashout my full 100mbtc as that was specific to that bonus but 92mbtc was stolen from me.

*** Its been a week since this happened and the casino is delaying to pay. Please assist me LCB.

Still no news Sydney?

I tried to resolve via live chat but they are totally incompetent.

Please try to resolve for me today if possible.

Thank you.

Hello Desheen59,

We've been advised that the casino will make their final decision about your case today. I'll keep you updated.

Thank you LCB and thank you Sydney for all your assistance thus far.

I will keep my eye on this thread.

Hi Sydney,

Any news from the casino?

Sorry to bother you like this as I hope they finalise this query today.

Thank you.

Hello Desheen59,

No I don't have any news yet. I haven't received a reply about their final decision. As I've already explained to you earlier; I will notify you about the casino's decision as soon as they let me know what they've decided to do.

Posting here on the forum few times a day certainly won't help and speed up this process.

Thank you for your patience and understanding.

Hi Sydney,

Could you kindly do a follow up with the casino rep? 

I would also appreciate it if this casino can provide evidence to you as to why my acc was locked and the reason why my wins were not paid correctly.

The bonus posted earlier clearly shows a 5x bonus multiplier and they must not interpret their own terms incorrectly with paying out 10mbtc as this was an exclusive bonus and the terms were shown in the screenshot and the same applied to the 26mbtc bonus.

If they decide to keep my acc locked like most rogue casinos,I would appreciate it if they would pay me the correct amounts on my last two cashouts

Thanks

Hi Sydney,

Any new from the casino.

My apologies but the reason why I am adamant in having thi resolved soon is because the btc price is plummeting and I am losing money every minute due to this casino holding my money and not paying out the correct amount.

Thank you.

Hello Desheen59,

We have just received a reply from the Casino Representative. He says that you were already notified via support that your account will remain locked and this is their final decision. After the review has been completed, this is what the casino says about the rules you breached at the casino:

"The player keeps referring to a 5x bonus wagering which is point 17 in the T&C's:
17. All players who make a deposit, must wager the deposit amount at least five times, before any withdrawal will be allowed. Eg: If a player deposits 10 mBTC, the player will need to place bets totalling 50 mBTC on any game before a withdrawal will be permitted.

The player is purposely missing point 7 which refers to Multiple bonuses between deposits.

7. Each player may only partake in one bonus-promotion per deposit. If a player receives more than one bonus-promotion per specific deposit, any winnings will be voided."

I cannot understand how a casino does not understand their own terms.

I am not querying the terms referred to above but I am making reference to point 5 in their own terms as per my screenshot here.

It becomes very frustrating when their own management do not understand the difference between a cashout multiplier, wagering and a max cashout.

My bonuses were wagered fully,the initial one was uploaded and the bonus carried a cashout multiplier of 5x. If a bonus has a cashout multiplier if 5x and a bonus of 20mbtc is given,then the max cashout on the bonus is 100mbtc.

There was no issues with multiple bonuses as I was paid the 10mbtc.

I am querying my initial payout which should have been 17mbtc but I only recieves 10mbtc.

The second bonus which was given after my deposit was a cash bonus of 25mbtc with a 40x wagering and a cashout multiplier of 5x.

I wagered the bonus entirely which meant I was able to cashout any amount up to 26 x 5 = 130mbtc but only 10mbtc was paid out.

Can you please contact them again and explain please as this is total fraud from their side.

LCB it's very simple, what do you understand from the bonus attached above.

I met wagering fully and my bonus had a cashout/not wagering multiplier 5x bonus amount, once the bonus was wagered I should have been allowed to cashout the amount up to 5x bonus amount.

Why is it so hard for everyone to understand.

I have been gambling online for years and understand all the jargon and terms there is to understand so I fail to understand why casinos such as this fraudulent one waste days of someones time to give such an incompetent response.

Hello Desheen59,

The Casino Representative has advised us that this is their final decision and they won't change it.

LOL this is clearly a fraudulent casino.

PLAYERS from far and wide, I humbly advise you to never gamble at this casino as you will never get your money!!

CRYPTO THRILLS IS A SCAM!!

Thank you LCB for atleast trying to reason with these fraudsters!

Hello Desheen59,

We've been provided with the evidence from the casino which shows that your bonuses and withdrawals were all processed according to the correct procedures and T&C's of the casino. Since these bonuses were processed according to the casino's Terms and Conditions, there's nothing more we can do to help you and we're going to close this complaint.