LTC Casino - A conta do jogador é encerrada após o depósito.

Hello, I have problems with the ltc casino.

I deposited money in litecoin 2 days ago and shortly afterwards I wanted to access the account again and suddenly my account was deactivated;(

Then I tried to write to support. But they only contacted me once and said

"Your account got locked due to platform security measurements.

We will contact you back after complex checking.

Best regards,

LTC Casino"

After that, nothing more happened.

After that I tried to reach out to them via live chat but no matter how I contact them they block me immediately so that it says chat closed and I can't open a new one, I guess IP address blocked

I have now created many new tickets but so far hopeless

Account was created via Google Login

Either s************@googlemail.com or s************@gmail.com

The 2nd account I created afterwards via s***********@gmail.com

Hasn't been blocked yet so something is weird here

Hi,

The request for a refund was approved and has been successfully sent.

1.09404799 LTC has been sent to your address: MLd6hrW9J4yfbc1ibgXfJzjg***********. The invoice ID is 7*****.

That's where the money went and was also taken down by ltc Casino

Hallo ich habe Probleme mit dem ltc Casino.

Habe vor 2 Tagen Geld in litecoin eingezahlt und kurz danach wollte ich nochmal auf das Konto und schwupps war mein Konto deaktiviert;(

Dann habe ich probiert mit dem Support zu schreiben. Aber die haben sich nur 1x gemeldet und gesagt

"Your account got locked due to platform security measurments.

We will contact you back after complex checking.

Best regards,

LTC Casino"

Danach kam nichts mehr.

Danach habe ich probiert im Live Chat was zu erreichen aber egal wie ich mich bei denen dann melde die blockieren mich sofort so das da steht Chat geschlossen und ich kann auch kein neuen mehr aufrufen schätze IP Addresse blockiert

Habe jetzt viele neue Tickets erstellt aber bisher aussichtslos

Account ist über Google Login erstellt worden

Entweder s************@googlemail.com oder s************@gmail.com

Der 2te Account den ich danach erstellt habe über s***********@gmail.com

Ist noch nicht gesperrt worden also irgendwas ist hier komisch

Hi,

The request for a refund was approved and has been successfully sent.

1.09404799 LTC has been sent to your address: MLd6hrW9J4yfbc1ibgXfJzjg**********. The invoice ID is 7*****.

Da ging das Geld hin und wurde auch von ltc Casino runtergeholt

Dear sniper889,

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. 

When did you create your casino account?

Could you please confirm that you have passed the KYC verification?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello, I created the casino account directly on 16.11.24

This is without kyc verification

I created the account via Google Login, then I went to deposit ltc, copied the address and transferred the money. As soon as I had completed the transfer I was logged out and when I logged in it wouldn't work, so I tried to log in via email and it says your account has been deactivated.

No one else has access to the account. I even tried to write from several mobile phones. If my email is recognized or my name is entered, the chat is immediately closed and you can no longer write to them using the IP address.

Today I tried again to contact the casino and this time I got an answer because I started writing differently. I'm uploading all of them here now

Hallo, das Casino Konto habe ich direkt am 16.11.24 erstellt

Das ist ohne kyc verifizierung

Ich habe das Konto über Google Login erstellt dann bin ich auf Einzahlung ltc gegangen hab mir die Addresse kopiert und überwiesen kaum hab ich die Überweisung durch gehabt war ich ausgeloggt und beim Einloggen geht der nicht weiter also habe ich probiert per Email einzuloggen und da steht ihr Konto wurde deaktiviert.

Kein anderer hat Zugriff auf das Konto ich habe sogar probiert von mehren Handys zu schreiben sofern meine Email da erkannt wird oder mein Name ist sofort der Chat geschlossen und man kann dann nicht mehr mit der IP Adresse an denen schreiben

Heute habe ich erneut probiert mit dem Casino in Kontakt zu treten und da bekam ich diesmal eine Antwort weil ich anders angefangen habe zu schreiben hier lade ich jetzt alle hoch



Dear sniper889, thank you for the information.

Did you create the second casino account after the first was deactivated?

Did you activate any bonuses with your deposit?

Has the casino specified the fraudulent activities?

Is your casino account still blocked?

Yes I created the second one after my first one was blocked and it is still free

No, I have not activated any bonuses

Yes, it is still blocked because I am supposed to have committed fraud but they just won't tell me what I am supposed to have done

The only thing that comes to mind is that I had it transferred to them via coinspaid but that is not a scam, they always block the chat after you have written to them briefly

Ja das 2te habe ich erstellt nachdem mein erstes gesperrt wurde und das ist immernoch frei

Nein habe keine Boni aktiviert

Ja ist immernoch gesperrt da ich Betrug begangen haben soll aber die mir halt nicht sagen was ich gemacht haben soll

Das einzigste was mir einfallen würde wäre das ich das über coinspaid an denen überweisen lassen habe aber das ist kein Betrug die sperren auch immer den Chat nachdem man kurz mit den geschrieben hat

Thank you very much, sniper889, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 sniper889,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I do have some additional questions. Can you please explain why you opened a second account? Have you been advised by the casino team to do so, or was it your own decision? Although I understand your dissatisfaction with closing your first account, you understand that opening new accounts without explicit permission from the casino team is strictly against the rules in all casinos, right? Another thing is that every casino can close any player account at their own discretion at any time, however, all financial obligations have to be fulfilled prior to doing so. If I understand it correctly, the casino supposedly refunded your deposit to LTC address MLd6hrW9J4yfbc1ibgXfJzjg***********. Is this address not yours?

I created the second one because I wanted to know if it would be blocked immediately and to write to them in the live chat

No, the one from coinspaid went to the ltc casino address, it came from the other casino where the deposit failed because I transferred too few coins. I should have let it go to my wallet instead.

(

Ich habe das 2te erstellt weil ich wissen wollte ob das auch sofort gesperrt wird und um die im Live Chat anzuschreiben

Nein das von coinspaid ging an die ltc Casino Addresse das kam nämlich vom anderen Casino wo die Einzahlung fehlschlug weil ich Zuwenig coins überwiesen habe hätte das mal lieber auf mein Wallet gehen lassen sollen ;

(

Dear sniper889,

I have double-checked the LTC casino's terms and conditions and the opening of your second account should not pose a problem. Although I have not seen such a rule in any other of the thousands of casinos I have checked, but they do have this in their terms and conditions.

Anyway, it's still not fully clear to me what happened to the deposit. So are you saying that you have sent the deposit/transaction from one casino ( a different casino than LTC casino) to LTC Casino? If so, why? Although I understand that for crypto transactions it is the user's responsibility what wallet address they use, but why have you not sent the money to your personal wallet first and later deposited from there to the LTC casino?

The deposit went wrong at the other casino from my wallet because I transferred too little, so I got a message from coinspaid and instructed the ltc casino because I wanted to play, but I didn't have my access data for my wallet to hand and that's why I instructed the ltc casino directly

Die Einzahlung lief beim anderen Casino von meiner Wallet schief weil ich Zuwenig überwiesen habe also bekam ich von coinspaid bescheid und habe das auf dem ltc Casino angewiesen weil ich spielen wollte hatte nämlich Grad nicht meine zugangsDaten für mein Wallet zu Hand und deshalb hab ich das direkt auf das ltc Casino angewiesen

Dear sniper889,

Thank you for the additional clarification. I will now reach out to the LTC casino to shed more light on this matter.

We would like to invite LTC Casino to join the conversation.

Dear LTC Casino,

Can you please provide more information on why the player's account was closed? Additionally can you please confirm the status of the player's deposit? If it was refunded, what crypto address was used for the refund?

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.

Hello, sorry for the delay.

This player is banned in the whole network of our white-label provider as "software bug abuser" and all his new accounts in any casino of the network (not our brands only but any under same white-label) are banned instantly and permanently.

Michal, I may provide you screenshots and other proofs in private mode.

Dear LTC Casino,

Thank you for your response. Feel free to send any information and evidence of the abovementioned to me at michal.k@casino.guru

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.

Dear sniper889,

I have obtained some information that supports the claims made by the LTC casino team. I have requested additional information to understand the whole situation even better.

Can you please confirm in which casinos you have already had your account cancelled?

I only have the account at ltc Casino and

The second one is blocked and the first one is still open. I don't understand why I'm being portrayed as a software bug abuser without any proof and only after I've made a deposit!

Ich habe bei ltc Casino nur das Konto sniper889000@googlemail.com und sniper8899000@googlemail.com

Das 2te ist gesperrt und das erste immernoch offen. Ich sehe das nicht ein das ich als Software Bug missbraucher dargestellt werde ohne Beweise und das erst nachdem ich eingezahlt habe !

Regarding the possibility to return deposit.

At LTC Casino, we maintain a strict zero-tolerance policy toward any form of fraud, abuse, or malicious activity on our platform. Ensuring a fair, secure, and trustworthy gaming environment is our highest priority.

Mentioned account is software bug abuser, that is proofed. We understand that some may question our decision not to return the deposit. However, issuing refunds in such cases would set a dangerous precedent, effectively signaling to potential fraudsters that they face no real risk even if caught. This could make our platform a target for further abuse, jeopardizing the safety and experience of our honest players.

By enforcing this policy consistently and without exception, we send a clear message: fraudulent activities will not be tolerated under any circumstances. Those who choose to engage in such behavior will face permanent bans and the forfeiture of all associated funds.

We remain committed to maintaining the integrity of our platform and protecting our loyal and law-abiding players. Thank you for your understanding and continued trust in LTC Casino.

Then I'll speak up now because you're blocking all messages that were written in the chat!

So if I deposit and then the account is blocked without me even starting to play, please tell me how I am a software bug abuser?!!!! I guess because I registered the account under my email address and excluded myself from many casinos a long time ago, that is why my account was blocked immediately

So if I get money wrongfully then you give it back to the person and don't make excuses!!! I still have a second account after the first one was blocked to contact you and it isn't blocked yet even though it has exactly the same details as the first one. The only difference is that I didn't deposit anything with it!!! So for me you are a scam casino and that is pretty much all over Google.

I will continue to fight to get your casino closed and everyone knows what you are doing

Dann melde ich mich jetzt mal zu Wort da ihr ja alle Nachrichten blockiert die man im Chat geschrieben hat!

Also wenn ich einzahle und erst danach das Konto gesperrt wird ohne das ich überhaupt angefangen hab zu spielen erzählt mir mal bitte wie ich da ein Software Bug missbraucher bin?!!!! Ich schätze weil ich das Konto unter meine Email Adresse registriert habe und mich vor einer langen Zeit mal ausgeschlossen habe aus vielen Casinos das deshalb mein Konto sofort gesperrt wurde

Also wenn ich zu unrecht Geld bekomme dann gibt das man den jenigen zurück und redet sich nicht raus!!! Ich habe immernoch nachdem das erste Konto gesperrt wurde das 2te um mit euch in Kontakt zu treten und das ist noch nicht gesperrt obwohl da genau die gleichen Daten wie beim ersten stehen . Nur mit dem Unterschied das ich mit dem nicht eingezahlt habe !!! Also für mich seit ihr ein Betrugscasino und das steht fast im gesamten Google.

Ich werde weiterkämpfen damit euer Casino geschlossen wird und jeder weiß was ihr macht

Dear LTC Casino,  

I appreciate your response and the information including the evidence you have shared with me so far. I recognize the necessity for casinos to safeguard themselves against potentially problematic players, and I understand that the platform provider may maintain records of individuals who have previously violated the rules within the same group. However, I am still awaiting adequate evidence from you regarding the specific rule violations that led to the confiscation of the player's deposit in this case. I look forward to your forthcoming email.

Dear sniper889,  

As indicated by the casino team in their previous message, you have been identified by their platform provider as a "software bug abuser." In general, such a designation is not assigned just like that, and there must be good reasons for it backed up by evidence. It is important to note that players who are flagged for breaching casino regulations or gaining an unfair advantage may encounter automatic restrictions across multiple casinos. I am continuing my discussions with the casino team to determine the appropriate course of action regarding this matter.

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.

It was so clear that they wouldn't contact me again, dubious to the power of 10

War so klar das die sich nicht mehr melden, unseriös hoch 10

Dear sniper889,

Although I was trying to find a consensus with the casino team on returning your deposits they are still standing by their original decision.

While we partially understand their stance and I was provided with evidence that you are indeed banned by the platform provider, which is of course solely their decision of which player they are willing to accept or not to accept, however, we believe that this information should have been shared with you beforehand.

Sadly, the casino team has stopped responding to my messages, and we have come to the point where we cannot move with your complaint further. I'm afraid there is not much that can be achieved without cooperation from the casino side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru