Casinocrypto.io Review

Formal Dispute – CasinoCrypto.io – 70.942499 SOL confiscated after withdrawal request

1. Summary of my complaint

I am submitting this complaint regarding the permanent removal of 70.942499 SOL, worth more than $7,000 USD at the time, from my CasinoCrypto.io account.

I had been playing at CasinoCrypto.io for months. I deposited, played normally and accumulated a balance of 70.942499 SOL. When I requested withdrawals, the withdrawals were cancelled and the corresponding funds were permanently removed from my balance.

CasinoCrypto later stated that this was due to a violation of their VPN requirements.

My dispute is not simply about the fact that they identified VPN usage. The central issue is that I repeatedly asked CasinoCrypto to identify the exact Terms and Conditions provision I allegedly violated and, separately, the exact provision authorising the permanent confiscation of funds that had already been credited to my balance.

I never received a clear answer to that specific question.

2. The VPN Terms

I carefully reviewed and saved the complete Section 11 of CasinoCrypto's Terms and Conditions.

The relevant provisions state:

11.1 – VPNs, proxies and other privacy tools are generally permitted.

11.2 – VPN usage is prohibited for specific purposes, including accessing the website from a jurisdiction where the Company does not accept players, evading legal/regulatory requirements, obtaining an unfair advantage or abusing bonuses, or operating multiple accounts.

11.3 – The Company may apply additional security or verification controls when VPN usage is detected.

11.4 – If VPN usage results in access from a restricted jurisdiction or interferes with compliance, the Company may restrict gameplay, suspend withdrawals or close the account.

11.5 – No penalties will be applied solely for VPN usage unless that usage is connected to a violation of the Terms.

I asked CasinoCrypto to identify which specific prohibited activity under 11.2 I had committed.

I also asked them to identify the specific clause authorising the permanent confiscation of my winnings.

3. The response from CasinoCrypto

CasinoCrypto initially told me that my withdrawals had been cancelled because I had used a VPN without obtaining prior permission.

I explained that I could not find any provision in the Terms requiring players to obtain prior permission before using a VPN.

When I specifically asked for the clause authorising the confiscation of my funds, support referred me to Section 11.4.

However, Section 11.4 states that the Company may:

restrict gameplay;

suspend withdrawals; or

close the account.

It does not expressly state that funds already credited to a player's balance may be permanently confiscated.

I pointed this out and repeatedly asked for the exact provision authorising the removal of my 70.942499 SOL.

Instead of providing that specific provision, support continued to state generally that the amount had been taken "according to the Terms and Conditions."

At one point, after I repeatedly challenged the explanation and asked for the exact clause, support stated:

"I will contact again relevant team and lets wait if we find solution"

The same representative subsequently told me:

"I know, we appreciate you as a customer, I think we can find solution give me time please"

This was the first point in the entire process where I believed that someone was actually reviewing the substance of the dispute rather than simply repeating the VPN explanation.

4. Almost a month of waiting

The case remained open for approximately 32 days.

During this period I repeatedly contacted support and was repeatedly told that the matter was under review, that management was being contacted, or that I would receive an update.

I was also specifically told on one occasion that I would be contacted by email "by the end of the day". No email arrived that day.

I remained polite and cooperative throughout the entire process and gave CasinoCrypto numerous opportunities to resolve the matter directly.

Eventually I received a final email stating that the casino had reviewed my case again and that:

"the casino is unable to refund any amounts taken following the validation of our Terms and Conditions."

5. The final "resolution"

Instead of refunding any portion of the 70.942499 SOL, CasinoCrypto offered me 120 free spins as a "gesture of goodwill".

The spins had low individual value and wagering requirements.

I did not sign any agreement accepting these spins as settlement of my dispute, nor did I state that I considered the matter resolved.

I eventually used the spins simply because they had been credited to my account. They produced approximately $5 in winnings, which were themselves subject to the applicable wagering/withdrawal restrictions.

I do not consider the free spins to constitute compensation for the 70.942499 SOL removed from my balance.

6. What I am asking Gamblescope to investigate

I am not asking Gamblescope simply to take my side.

I am asking for an independent review of the following specific questions:

What exact provision of CasinoCrypto's Terms did I violate?

Does the cited VPN provision actually apply to the circumstances of my case?

What exact provision of the Terms authorises the permanent confiscation/removal of 70.942499 SOL from my balance?

Does Section 11.4, which refers to restricting gameplay, suspending withdrawals or closing an account, actually authorise permanent confiscation of already credited winnings?

Was the casino's final action proportionate and consistent with its published Terms?

If CasinoCrypto maintains that confiscation was authorised, I ask that they provide the specific clause and evidence supporting that position.

7. Evidence available

I have retained extensive evidence relating to the case, including:

screenshots of my account balance;

screenshots of the withdrawal requests;

screenshots showing the cancellation of the withdrawals;

screenshots showing the subsequent reduction/removal of the balance;

the complete Terms and Conditions, including Section 11;

AML/KYC documentation and relevant published policies;

screenshots and records of my conversations with CasinoCrypto support;

the emails received from CasinoCrypto;

the final offer of 120 free spins;

the complete chronology of the dispute.

I am willing to provide the evidence requested by Gamblescope.

8. Requested resolution

My preferred resolution would be the restoration of the 70.942499 SOL that was removed from my balance.

However, after almost a month of attempting to resolve this directly with CasinoCrypto, I am also willing to consider a reasonable partial financial settlement if CasinoCrypto is genuinely prepared to resolve the matter.

I am not seeking free spins, bonuses or wagering credits. I am seeking a reasonable resolution regarding the real funds that were removed from my account.

I would appreciate Gamblescope reviewing the evidence and the casino's Terms and Conditions and asking CasinoCrypto to provide a clear, specific explanation for the action taken against my balance.

Thank you for taking the time to review my complaint.

This casino still has my withdrawal status as pending and it’s been almost a month. They said I had to go through KYC verification, which I submitted all my documents they requested. support responded with it could take up to a month for management to verify my information. And I have emailed them twice since then and support is now unresponsive to me completely.