CryptoBetSports Casino - Обліковий запис гравця закрито, а повернення коштів затримується.

Hi - I had a dispute with Cryptobetsports which led to them closing my account and offering to refund my deposit. I wasn't pleased with the resolution but I did choose to accept it, however having done this they still haven't refunded my deposit after a month. I've contacted them several times and no luck. Do you guys have a direct line to the casino where you could help me retrieve my deposit? Cheers, Andy

Dear ondoriuis,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with CryptoBetSports regarding your refund. I understand how frustrating it must be to have waited this long without any resolution.

To help us proceed with your case, could you please clarify a few details?

• Do you have any written confirmation or proof from CryptoBetSports promising the refund of your deposit?
• Could you let us know the exact date when they initially informed you of the refund and when you accepted their offer?
• Have they provided any explanation for the delay or indicated a timeline for processing the refund in your recent contacts?

If you have any relevant communications with CryptoBetSports regarding this issue, please feel free to forward them to petronela.k@casino.guru. Your cooperation is essential for us to pursue this case effectively. Without these details, it would be challenging to make progress on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I received this email twice, most recently on the 2nd of October, and I replied both times with my address

Hello A*****,

We are writing to inform you that our records indicate that you registered via Ireland while your verification shows a UK citizenship. According to our terms and conditions, access to or use of our website and services may be restricted for individuals in certain countries, including the United Kingdom.

As a result, your account has been closed in compliance with these regulations. Please rest assured that your initial deposit of 1,000 USDT will be fully refunded to you.

To facilitate your refund, please reply to this email with the wallet address where you would like the funds to be sent. If you have any questions or require assistance, do not hesitate to reach out to our customer support team.

Warm regards,

The CryptoBetSports team

They just haven't responded to me at all since those messages came out, they didn't reply to my first response nor my second one, and I can't log in to try and speak to them either.

Hi ondoriuis,

Could you please forward those emails to petronela.k@casino.guru?

Thank you very much.

Yep, done now thanks

Hi ondoriuis,

Thank you so much for forwarding the email.

• Could you kindly confirm your country of residency?
• Have you submitted documents as a citizen of Ireland or the UK?
• Just to confirm—was the refund promised on October 2nd?
• And is your account fully verified, or is there anything outstanding that might delay the refund on your end?

Looking forward to your response.

Hello. Residency is UK, I submitted my UK docs and was verified and playing for a couple of months. Refund was promised on that day yes, the day my account was closed. I didn't know my account was closed until I got that email. My account was fully verified, I had plenty of deposits and withdrawals prior to this

Hi ondoriuis,

Thank you for sharing these additional details.

• When I attempted to register as a UK citizen, I noticed that the UK wasn't available as a selection in the registration form. Could you let us know which country you selected when creating your account?
• Also, when you mention that you've been playing for a couple of months, am I correct in understanding that you've successfully withdrawn winnings in the past?
• If you happen to have a confirmation of successful account verification, could you please forward it to petronela.k@casino.guru? That would be really helpful for us to better understand your situation.

Thank you.

I just left it as the default which was set to Ireland. Funnily enough same thing happened at CasinoGuru, probs because my closest vpn is always dublin.

Yeah had been depositing and withdrawing for months before this, and had passed the 'selfie' checks. I can't get a confirmation because I'm locked out

Screenshot attached of a bunch of successful cashouts.

Also just wanted to add - I'm not disputing what they've said about me not being eligible to play. But they did offer my deposit to be returned which they haven't honoured so I'm looking for that (and not the extra winnings I had)



Thank you very much, ondoriuis, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ondoriuis,

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 CryptoBetSports 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

Good morning

We have conducted an investigation and found that the player did not receive the funds in a timely manner due to a delay from our PSP department. We sincerely apologize for the inconvenience this has caused.

The player should have received their refund in the wallet they previously indicated. 

We hope the player can confirm the receipt of the refund so we can ensure this matter is resolved.

Thank you for your understanding!

Thank you, CryptoBetSports Casino for the update.

Dear ondoriuis,

Can you confirm this?

Hi folks

Paid up, thanks for responding and for prompt payment!

Dear ondoriuis,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru