CryptoWins Casino - A conta do jogador foi encerrada inesperadamente.

My account was suddenly suspended while I was attempting a withdrawal. Initially, I was asked to complete KYC, which I did successfully; however, shortly after, I received an email stating my account was suspended due to an allegation of having duplicate accounts. This makes no sense, as I had only just registered on the cryptowins.com site. I signed up in 2025 and claimed a sign-up bonus. In 2026, I received an email offering tokens for a balance auction; I won a $6 balance, played with it, achieved winnings of $69, and then tried to withdraw the funds. I have contacted them via email, but there has been no follow-up or response.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please forward me the email you received from the casino regarding the alleged duplicate account issue at veronika.f@casino.guru?

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

Best regards

Veronika

I used a public network once. I did not use a VPN.

Dear wweduss

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear wweduss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CryptoWins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.