Crypto-Games.io Casino - Spelarens självuteslutning har hanterats på ett felaktigt sätt.

I requested to be put on self exclusion on 12/6 at 4:46pm via email to support@crypto-games.io stating to be "self excluded do to a gambling problem"

They Replied on 12/7 at 6:43am saying this "

Hello dear customer, 

Please be informed that your request will be processed and completed within the next 24 hours. Kindly note that the first self-exclusion will only be effective for the first 24 hours. After this period, you will need to contact our support team to request a longer self-exclusion period, such as one week or permanent exclusion. Please follow the steps.

Regards,

Crypto Games Support"

During the 24h self exclusion (even though I wanted to be self excluded for forever) I was still able to deposit and play on the site.

During the self exclusion, I even won 1300, tried to withdrawal it and they kept it, and yet still let me play all my winnings AND deposit more.

IF it actually takes them up to 24hrs to self exclude my, I should have been self excluded on 12/8 at 6:43am to 12/9 6:43, but I was still about to play.

I am requesting my deposits back for those those times.

Dear monkey2024,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion Policy and I found this:

Self-Exclusion

If you need a break from gambling on this website, you may request self-exclusion through our support team. Self-exclusion means your account will be closed for a specified period, either temporary or permanent.

To initiate self-exclusion, contact us at support@crypto-games.io, stating your reasons. Note that requests submitted by email are not processed instantly, and we are not liable for funds lost during the period between your request and our confirmation.

Do you currently have access to your casino account? Could you please forward me the self-exclusion request(s) that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I requested to be put on self exclusion on 12/6 at 4:46pm via email to support@crypto-games.io stating to be "self excluded do to a gambling problem" 

They Replied on 12/7 at 6:43am saying this "

Hello dear customer,

Please be informed that your request will be processed and completed within the next 24 hours. Kindly note that the first self-exclusion will only be effective for the first 24 hours. After this period, you will need to contact our support team to request a longer self-exclusion period, such as one week or permanent exclusion. Please follow the steps.

Regards,

Crypto Games Support"

Your wording stats it "could take up to 24hrs" IF it actually takes you up to 24hrs to self exclude, I should have been self excluded on 12/8 at 6:43am to 12/9 6:43, but I was still about to play and deposit.

I am requesting the amount of 2,554.17.

As you can see in my transaction history I was able to deposit even though I was supposed to be self excluded during a 24 hr period.

Further to add, the casino support was EXTREMELY rude and condescending. Almost acting as if I am less than because I have a problem..it was shocking

Thank you for your reply, monkey2024. Could you please clarify if you are able to access your casino account at the moment? If you aren't when was the account closed?

It’s been closed as of 12/10 and no I can’t access it further

Thank you very much, monkey2024, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, monkey2024!

Do you have your transaction history for the period from your initial request for the self-exclusion?

Dear monkey2024,

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.

Yes, I’ve already send that to you all

I apologize for responding late, we need more time to investigate and communicate with the casino, I will come back with a response as soon as possible.

Sounds good

monkey2024, you have mentioned previously that you were able to deposit in the first 24 hours of the self-exclusion. However, I have received evidence from the casino that confirms that the 24 hour self-exclusion period was imposed immediately after your request. Then you were informed that after this 24 hour period you should request for the further self-exclusion which you did not and, instead, deposited further. Is it possible that you have mistaken the period in which you have made your deposits?

I also still have doubts about the fairness of the 24 hour period and the need to file the second request after it, but I will discuss it with my colleagues, the casino representative and come back to you.

Dear monkey2024,

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.