Kripty Casino - O pedido de retirada do jogador foi negado.

I recently used the welcome bonus on this casino site and won, but my withdrawal request was denied. I would like assistance with this issue.

I deposited $1,000 using the previous welcome offer and played in accordance with the terms and conditions.

However, they accused me of violating the betting limits and ultimately informed me of the withdrawal denial.

I am asking them for an explanation of the specific section of the terms I allegedly violated, but they insist on claiming there was a violation without disclosing which game round was involved.

It's unclear whether they were changing the welcome offer or if it was a random system error, but there was a glitch causing bets to be placed in a 2:1 ratio of cash to bonus. I explained this situation to them thoroughly, but they refuse to allow the withdrawal or to disclose the so-called violating bet round.

Given the substantial amount of winnings and the difficulty of contacting the licensing authority, I would like to request resolution through this arbitration site.

こちらのカジノサイトのウェルカムボーナスを使用して勝利したのですが、勝利金の出金を拒否をされてお力添えをお願いしたいです。

旧ウェルカムオファーを利用して$1,000を入金して利用規約を遵守しプレイをしておりました。

ですが、彼らは私がベット上限を破ったという濡れ衣を書きつらねて最終的に出金拒否を通告されました。

私が彼らに求めているのは、具体的な利用規約違反の部分の説明ですが、彼らは違反行為があったという説明の一点張りで、どのゲームラウンドかを公開しません。

ウェルカムオファーを変更中だったのか、たまたまシステムの不具合であったのかまでは不明ですが、キャッシュとボーナスが2:1でベットされるような不具合が起きており、その経緯を彼らに丁寧に説明した上で、出金拒否と違反ベットの公開を拒んでおります。

大きい勝利金で、ライセンスの問い合わせというのが難しそうなので、こちらの仲裁サイトへ解決の依頼をお願いしたいです。

Dear imachan,

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.

• Which games did you focus on while the bonus was active - slots, live casino, sports betting, etc.?
• 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

I have sent two emails outlining my interactions with the casino and explaining that I have not violated any rules.

If they admit that there is a problem with the system, it should be a problem that can be resolved immediately, so I would like them to disclose the history and ask them to compare the terms of use at that time.

カジノとのやり取りと、私が規約違反をしてない説明について書いたものを2通メールを送りました。

彼らがシステムの不具合を認めてくれれば直ぐに解決する問題なはずなので、履歴の公開と当時の利用規約を彼らに比較するように伝えてほしいです。

I have reviewed the complaint on this site and believe I am in a similar situation to the Quebec user currently facing an ongoing dispute on December 29, 2024.

As of the date I deposited, the welcome bonus terms and conditions did not state a limit of $€5 in cash money.

I have explained this to them by email, but I think there may be a system glitch due to the changes to the welcome bonus.

このサイトのクレームを確認しましたが、2024年12月29日に現在進行系で争われているケベック州のユーザーと似たような状況が私にも降り掛かっていると思われます。

私が入金した日付の時点では、ウェルカムボーナスの利用規約にキャッシュマネーで$€5の制限記載は無かったです。

メールで彼らに説明しておりますが、ウェルカムボーナスの変更に伴い、システムの不具合が起きてるのではないかと思います。

They responded that my betting violation was on roulette.

However, the welcome offer was supposed to prioritize cash and there was no limit on the cash.

I would like KriptyCasino to explain this point.

When I requested a withdrawal, I still had $689 in bonus money left. I have no proof that this was used at a 2:1 ratio.

I have $1,000 in cash

You will also start with a $1,000 bonus.

At that time, due to a malfunction

Cash $623

I suspect that the bonus of $311 was used at a rate of 100%.

If you look at it like this, it all makes sense.

And actually my balance is

Cash: $9,592

There is also a picture showing that there is $689 remaining in the bonus.

私のベット違反の対象がルーレットだと彼らが回答してくれました。

しかし、ウェルカムオファーはキャッシュが優先的に使用され、キャッシュには制限がついてなかったはずです。

KriptyCasino様にはこの点を説明してほしいです。

出金申請する際には$689のボーナスが残っていました。私が2:1の比率でこれが使用されたという根拠が

キャッシュを$1,000持っていて

ボーナスも$1,000持っている状態で開始です。

その際に不具合により

キャッシュ$623

ボーナス$311の割合で消費されたのではないかと思っています。

こんな感じですと辻褄が合うのです。

そして、実際に私の残高には

キャッシュが$9,592

ボーナスが$689残っている証拠の画像もあります。

Thank you for your reply, imachan. Do I understand correctly that the casino accused you of breaching the maximum allowed bet (€5)? Could you please forward me the message in which the casino specifically mentions the rule(s) you breached?

I sent it again by email.

The focus is on whether betting on roulette violates the rules.

I deposited $1,000 at the time.

If I had bet all-in and missed the amount, the bonus would have been consumed to get me $1,000 in cash plus a few more dollars.

However, I think there may be an image with bonus money in the first image you sent.

If I had violated the rules, the calculations would have been wrong unless I had bet around $1,400 on one roulette.

We believe that if they provide us with the images you sent and the previous terms of use, the problem will be resolved quickly as it is a glitch on the casino site.

メールに改めて送信しました。

焦点はルーレットのベットが規約違反になるのかです。

私は当時$1,000を入金しております。

もしも私がオールインでベット額をミスしていた場合、キャッシュの$1,000+αとしてボーナスが数ドル消費されるはずです。

ですが、最初に送った画像にボーナスマネーを持ってる画像もあるかと思います。

もしも私が違反行為をしていた場合は$1,400くらいの1どのベットルーレットでしてないとおかしい計算になるはずです。

カジノサイトの不具合である事は送信した画像や過去の利用規約を彼らが提供して頂ければ、直ぐにでも解決すると信じております。

Could you please specify which roulette you played? Did you place bets over €5 while the bonus was active?

Judging from the image, this is Evolution Gaming's auto roulette.

I don't know how long the bonus is valid, but at the beginning of the bonus period, I put €940 down with a little cash left over.

画像を見た限りエヴォリューションゲーミングのオートルーレットです。

ボーナスが有効な間というのが不明ですが、ボーナスを所持してる最初の段階で、キャッシュを少し残高を残して€９４０べっとしてます

Have you had any issues with the evidence you've provided so far?

I believe this incident was caused by a system malfunction at KriptyCasino.

Aren't users in Quebec subject to similar confiscation measures?

I never overbet on the bonus bet.

Their bonus system had some issues which can be seen by examining the screenshots I provided.

これまでに提供した証拠で何か問題がありましたか?

私はこの一件はKriptyCasinoのシステム不具合によるものだと判断しております。

ケベック州のユーザーも似たような内容の没収措置ではありませんか?

私はボーナス部分のベットでオーバーベットするようなことはしません。

彼らのボーナスシステムに問題があったのは、提供済みのスクリーンショットを精査してもらえれば分かると思います。

Thank you very much, imachan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 imachan,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kripty Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello everyone,

Thank you for your feedback. We always strive to improve and provide the best possible experience for our users.

To clarify the situation, the user deposited 1,000 USDT and claimed our first welcome offer, which includes a 100% matching bonus. However, the user then placed an all-in bet in Auto Roulette by Pragmatic while the bonus was still active.

As stated in our terms and conditions, there is a maximum bet limit of $/€5 per round when an active bonus is in play. Unfortunately, this bet exceeded the limit, resulting in the winnings being voided.

We appreciate your understanding and are happy to answer any further questions.

Thank you,

Kripty

Dear imachan,

Can you comment on the statement provided by the casino?

I'm all-in on the cash portion, leaving a small balance.

I understand there were no betting limits on the cash portion.

Can you provide proof that there were betting limits on the cash portion?

キャッシュ部分を少しの残高を残してオールインしています。

キャッシュ部分にベット制限は無かったと認識しております。

キャッシュ部分にベット制限があったという証拠を示していただけませんか

Dear imachan,

The welcome bonus offer contains this info:

"There is a maximum bet amount per round while having active bonus in account equal to $/€5."

Do I understand correctly that this info was not available/visible to you when you applied for and played with the welcome deposit bonus?

Dear imachan,

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 for the late reply

"If you have an active bonus in your account, the maximum bet per round is $/€5."

Am I correct in understanding that this information was not available/displayed to me at the time I claimed and played with the welcome deposit bonus?

The current terms and conditions state that the maximum bet amount for bonus money is $/€5.

I think you'll find out if you check with them.

連絡が遅くなりました

「アカウントに有効なボーナスがある場合、1 ラウンドあたりの最大賭け金額は $/€5 になります。 」

ウェルカム入金ボーナスを申請してプレイした時点では、この情報は入手できなかった/表示されなかったと理解してよろしいでしょうか?

当時の利用規約ではボーナスマネーの最大賭け金額が$/€5 です。

彼らに確認を取って頂ければ分かると思います。

Dear imachan,

It looks like we do not understand each other. I have asked you, if the information regarding max bet was not available to you at the time of you playing with a bonus, meaning if it was visible to you or not.

Dear imachan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.