Kripty Casino - 플레이어의 상금은 몰수되었습니다.

I won on Kripty around 6500. I bet over 5eur on the non sticky part of bonus, therefore cash portion, and then respected the 5 eur on bonus portion.

Once I finished wagering, I requested a fist withdrawal of 700 eur (daily limit for withdrawals) and got PAID on the 11. When I requested a second withdrawal on the 12, they voided my win ( manual withdrawal from casino) claiming i overbet. This is not true. I have played the same way before and got paid the whole amount. Also, I was able to withdraw 700 eur on this particular win where i supposedly overbet. I respected the rules on casino and never overbet on bonus portion. I can share emails sent to and from casino if you would like.

Dear Laylapinkish,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kripty Casino.

Our position regarding the breach of the maximum bet rule is explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history for review. You should be able to request this information from support for the period of the bonus being active. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, such as the email with allegations against you, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

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.

Hello, I have forwarded emails sent between me and casino to your email. I will ask casino if they can send me my game history. Thank you

Hello, game history was sent by email as well. thank you

Thanks for the information provided.

• Were you able to check bonus wagering progress during play?
• Did the real money play contribute to the wagering requirement to your knowledge?

I am certain that the real money play does not contribute to the wagering requirement as I have won on the cash portion before on this casino and was able to withdraw win without problem and without having to cancel bonus or finish wagering of that bonus. Also, they paid the first installement on this win before voiding the rest of it so I had finished wagering. When wagering is not done, you are unable to withdraw. This time around, I played and respected max bet amount on the bonus portion after losing cash portion as it should be shown on game play history. Also, I am able to see the wagering progress but it doesnt contribute ( does not move all along). Thank you

Could you please specify how much were the wagering requirements of this particular bonus offer?

If you have a screenshot of the bonus you activated with this information, please share it here.

This is the terms and conditions of this particular bonus - weekly reload bonus :

The bonus amount is subject to a 35x wagering requirement. Once the wagering requirement has been met, the bonus funds convert to withdrawable cash. 

Thank you very much, Laylapinkish, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Laylapinkish,

I am sorry to hear about your unpleasant experience and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Kripty Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello everyone,

We have carefully reviewed this complaint and found that the user's claim is not entirely accurate.

On December 9th, the user made a deposit and claimed the weekly reload bonus, which offers a 50% match. They then played Megaways Duel of the Dead by Kalamba Games, placing multiple 16 EUR bets; which exceeds the 5 EUR maximum bet limit allowed with an active bonus.

The user's initial withdrawal was approved because their account had not yet undergone the necessary checks. When they initiated a second withdrawal, it was flagged for manual review, at which point our team discovered the bet limit breach and, in accordance with our Terms & Conditions, confiscated the winnings.

Thank you,

Kripty

I respected the maximum bet amount of 5 eur on bonus portion. Other bets were made on real money play which is shown on game history.

As you can see on chat reply, the casino claims to be a non-sticky casino, which means that I will start betting with my bonus funds once I have used up all my standard balance. Wagering of the bonus starts once you start using your bonus funds.

This is exactly what I did, played my real funds first and then respected maximum bet on bonus portion as you can see in play history provided.

Thank you for helping.

Thank you both for your replies. I am sorry for the delay.

Dear Kripty Casino team,

Can you please explain the problem with that, please? The user's game logs confirm he played 'overbet' only with his real money balance before he started playing with bonus funds. All bets with bonus money were under the maximum bet amount (4€). In addition, if I understand correctly, the casino allows players to withdraw their real money anytime without using a bonus if they manage to win from their real money balance, before bonus activation, or even after the bonus activation, before wagering requirements are met, but with the forfeiture of the bonuses and related winnings.

We accept casinos having maximum bet amounts while playing with an active bonus, however, not all circumstances/processes are completely clear.

How do players see their balances (bonus/real money) in their accounts/cashiers, and how are winnings from the real money balance part credited to the users' balances (before bonus play)?

Do I understand correctly that the player lost his real money balance completely, so there were no real money winnings anymore at the time he started playing with the bonus? If so, why it should be a problem he played overbets, considering the fact he lost his real money completely?

Maxbets are set up due to justified reasons at online casinos. What unfair advantage did the complainant gain by playing this way/exceeding maxbet during the player with his real money balance? What is the difference between a real money play with a pending/claimed bonus and without it?

Thank you.

Hello everyone,

Thank you for reaching out. We appreciate the opportunity to clarify.

Per our Bonus Terms & Conditions (subsection 4), once a bonus is active, all wagers are subject to a maximum bet limit of $/€5 per round. Although the player initially wagered with real money, the bonus was active at the time of exceeding this limit, making all wagers subject to bonus terms.

To address your inquiries:

• Balance Display & Winnings Allocation: Players see separate real money and bonus balances in their accounts, but an active bonus means all wagering is governed by bonus terms.
• Real Money Loss Before Bonus Use: The player lost their real balance before using bonus funds, but since the bonus was still active, max bet restrictions applied.
• Why This Is a Violation: The max bet rule prevents high-risk bets that could unfairly influence gameplay.
• Difference Between Playing with or Without a Pending Bonus: An active bonus enforces its terms on all wagers, regardless of the balance used.

Due to this violation, the player’s winnings were voided per our T&Cs. We strive for fairness and transparency and are happy to provide further clarification if needed.

Thank you,

Kripty

Casino seems to pick and choose who this max bet rule on real money play applies to. I went on chat today and agent told me that, indeed, there is no max bet when playing with real money. I requested a transcript, but agent said email was sent and that I will get a copy if relevant department allows it. So I took screenshots of that conversation that I would like to share those with you while waiting on that decision. I will email them to you at branislav.b@casino.guru

Greetings all,

Thank you both for your replies and additional information and the email with live chat conversation regarding maxbet with real money vs. bonus money play.

I think the following 2 screenshots are the most important to us in this case, as we can see the casino CS itself confirms something different compared to the information we received above.

Dear Kripty Casino Team,

You mentioned fairness and transparency, but at the same time, we are talking about a level of "The max bet rule prevents high-risk bets that could unfairly influence gameplay", which rather relates to bonus money play. However, the user's play basically did not influence it under such circumstances. Can you please additionally clarify the following:

• If the balances (real money/bonus funds) are displayed separately, and the bets/winnings are deducted and credited to these balances accordingly, and the user lost his real money before starting to play with bonus funds, what unfair advantage did he gain at all?
• If the balances are separate and the wagering requirements are counted only with bonus money play, why should the bonus rules and restrictions also be applied to real money balance?
• If players are able to play with their real money balance completely separately, without touching a bonus, and manage to win from their real money, why should these funds be subject to bonus rules?
• Does the casino have real live chat representatives, or is it only a bot that replies to players' questions? In any case, even if it is not clear to some of the players and they turn to the casino CS to clarify it, what should players do if even live chat confirms the maxbet does not apply to real money play?

It looks like something is really not correct there if even the casino CS does not understand the casino's rules and their application and/or the players are not clear how it works when they take a bonus.

Thank you. Looking forward to hearing from you.

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.