Cryptopokerclub.io has terrible customer service

[stevrev]

I frequently play the freerolls over at cryptopokerclub.io. but I have also deposited funds and often play the live cash games.. a few days ago, I managed to turn 26 mETH into over 200 mETH. when I attempted to withdraw 100 mETH, 12 hours later, my withdrawal was returned to my account with no explanation. I contacted live support and was instructed to send an email to support. 24 hours later, I received a reply that said I need to maintain a 2:1 ratio of freeroll winnings vs. rake paid in order to receive withdrawals. but this information, as far as I can tell, is not disclosed. I have no idea how much my freeroll winnings total, and only a rough idea of how much rake I've paid.

today I noticed a response from live support that said "You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."

I have never deposited? I only play freerolls? both of those claims are complete bullshit. a vast majority of my winnings have come from playing live cash games. how can I trust them to accurately monitor my rake paid vs. freeroll-wins ratio if they're dead wrong about such trivial information? 

I would exercise extreme caution if you are considering making a deposit at cryptopokerclub. and if you ever need any kind of support, good luck with that... 

[CryCrptoCry]

I frequently play the freerolls over at cryptopokerclub.io. but I have also deposited funds and often play the live cash games.. a few days ago, I managed to turn 26 mETH into over 200 mETH. when I attempted to withdraw 100 mETH, 12 hours later, my withdrawal was returned to my account with no explanation. I contacted live support and was instructed to send an email to support. 24 hours later, I received a reply that said I need to maintain a 2:1 ratio of freeroll winnings vs. rake paid in order to receive withdrawals. but this information, as far as I can tell, is not disclosed. I have no idea how much my freeroll winnings total, and only a rough idea of how much rake I've paid.

today I noticed a response from live support that said "You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."

I have never deposited? I only play freerolls? both of those claims are complete bullshit. a vast majority of my winnings have come from playing live cash games. how can I trust them to accurately monitor my rake paid vs. freeroll-wins ratio if they're dead wrong about such trivial information? 

I would exercise extreme caution if you are considering making a deposit at cryptopokerclub. and if you ever need any kind of support, good luck with that... 

That is not a good sign at all at the part of poker site. And what it is this 'generating rake thing' even to cash out free rolls winnings. I never heard of such condition before, it is completely worthless. I suggest you to ask for 50% of whatever you intend to cash out extra if they cancel your cash out request ( that too after 12 hrs), with out disclosing any of this term and conditions before hand.
After all you have invested great deal of time and energy to play free rolls on their platform. You play on cash tables with your winnings which provide essential liquidity for their empty cash tables so I do not think you owe something to them, in fact it is the other way around.
I suggest you to check nitrogensports, they have a great platform too.
 

[chazley]

I quit playing there after realizing 90+% of the players were bots, including several that were placing in the top 5 of the leaderboards. It's a damn shame because the software is fantastic and if they got someone in charge who treated customers well and had experience running a poker room they'd kill it.

[avikz]

It seems like it is one of the security measures they use to prevent bots accounts which is a big challenge in online poker industry. They also have a thread in bitcointalk and I suggest you to post your complain at their thread so that the management can take notice.

Company thread: https://bitcointalk.org/index.php?topic=4051790.0

Owner user ID: https://bitcointalk.org/index.php?action=profile;u=1935242

[mich]

"You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."
That sure is some rude customer service.  I would like to see a screen shot to further prove that this is not just a personal attack launched against them.

[slaman29]

Update your title, this isn't just terrible customer service, it's a scam accusation, in my opinion! If they have an official forum, complain about it there. Anywhere they have a review or something, also point it out there.

They should make this clear in their TOS, but this is the issue with almost all these casinos. They hide their terms and then take it out only when players withdraw. By right, they should deny your withdrawal and point you to the TOS and give you a chance to fulfill requirements.

[panjul07]

Update your title, this isn't just terrible customer service, it's a scam accusation, in my opinion! If they have an official forum, complain about it there. Anywhere they have a review or something, also point it out there.

They should make this clear in their TOS, but this is the issue with almost all these casinos. They hide their terms and then take it out only when players withdraw. By right, they should deny your withdrawal and point you to the TOS and give you a chance to fulfill requirements.

Actually it is clear on their TOS already, let me show it for you and all readers about the rules of the winning from freerolls. http://prntscr.com/m3ytqz
Based on the TOS, it is indeed required to pay rake 2x of the free winning freeroll in order to withdraw. So it is not a hidden term, I do not try to defend the site anyway. Just answering based on what I see on their TOS page. As I understand, this term is to avoid abuse on their freeroll or to avoid players (freerollers) who come for the freeroll only and withdraw if they win from the freeroll.

[slaman29]

Update your title, this isn't just terrible customer service, it's a scam accusation, in my opinion! If they have an official forum, complain about it there. Anywhere they have a review or something, also point it out there.

They should make this clear in their TOS, but this is the issue with almost all these casinos. They hide their terms and then take it out only when players withdraw. By right, they should deny your withdrawal and point you to the TOS and give you a chance to fulfill requirements.

Actually it is clear on their TOS already, let me show it for you and all readers about the rules of the winning from freerolls. http://prntscr.com/m3ytqz
Based on the TOS, it is indeed required to pay rake 2x of the free winning freeroll in order to withdraw. So it is not a hidden term, I do not try to defend the site anyway. Just answering based on what I see on their TOS page. As I understand, this term is to avoid abuse on their freeroll or to avoid players (freerollers) who come for the freeroll only and withdraw if they win from the freeroll.

Even so, at least when they withdraw it, they should publish that visibly and easily right next to the withdraw, or give an error message to those who try withdraw, or even give a calculation of how much left they need to wager before getting the withdraw. This is the fair way. No casino has any right to take ALL the balance just because wager wasn't reached. That's the equivalent of stealing.

[omonuyak]

This is really terrible and many of this sites don't know that investors are reasons why they are in business.  The customers service is very important in whatever business we are into and in games and gambling all the term and conditions need to be provided and not hiding.

[Haunebu]

Wow. This is absolutely pathetic. Heard about this website before, but never checked it out and I will keep it that way after your complaint op. I hate it when casinos try to avoid paying people by coming up with useless excuses.

Hiding their terms and conditions is the clear sign of a bad casino which is why I avoid such shady websites completely and advise others to do the same. This site will not stay alive for much longer if they continue to treat their customers in such a bad way.

[panjul07]

Update your title, this isn't just terrible customer service, it's a scam accusation, in my opinion! If they have an official forum, complain about it there. Anywhere they have a review or something, also point it out there.

They should make this clear in their TOS, but this is the issue with almost all these casinos. They hide their terms and then take it out only when players withdraw. By right, they should deny your withdrawal and point you to the TOS and give you a chance to fulfill requirements.

Actually it is clear on their TOS already, let me show it for you and all readers about the rules of the winning from freerolls. http://prntscr.com/m3ytqz
Based on the TOS, it is indeed required to pay rake 2x of the free winning freeroll in order to withdraw. So it is not a hidden term, I do not try to defend the site anyway. Just answering based on what I see on their TOS page. As I understand, this term is to avoid abuse on their freeroll or to avoid players (freerollers) who come for the freeroll only and withdraw if they win from the freeroll.

Even so, at least when they withdraw it, they should publish that visibly and easily right next to the withdraw, or give an error message to those who try withdraw, or even give a calculation of how much left they need to wager before getting the withdraw. This is the fair way. No casino has any right to take ALL the balance just because wager wasn't reached. That's the equivalent of stealing.

Sorry, did the site take the balance of above user? Based on the story, the amount is being returned to his account balance. Did I miss something about the stealing attempt? Indeed I have to agree that the details on how much a user have paid on rake should be available under user stats or profile so users knows when the right time to withdraw their winning from freerolls.

[Oilacris]

Update your title, this isn't just terrible customer service, it's a scam accusation, in my opinion! If they have an official forum, complain about it there. Anywhere they have a review or something, also point it out there.

They should make this clear in their TOS, but this is the issue with almost all these casinos. They hide their terms and then take it out only when players withdraw. By right, they should deny your withdrawal and point you to the TOS and give you a chance to fulfill requirements.

Actually it is clear on their TOS already, let me show it for you and all readers about the rules of the winning from freerolls. http://prntscr.com/m3ytqz
Based on the TOS, it is indeed required to pay rake 2x of the free winning freeroll in order to withdraw. So it is not a hidden term, I do not try to defend the site anyway. Just answering based on what I see on their TOS page. As I understand, this term is to avoid abuse on their freeroll or to avoid players (freerollers) who come for the freeroll only and withdraw if they win from the freeroll.

Even so, at least when they withdraw it, they should publish that visibly and easily right next to the withdraw, or give an error message to those who try withdraw, or even give a calculation of how much left they need to wager before getting the withdraw. This is the fair way. No casino has any right to take ALL the balance just because wager wasn't reached. That's the equivalent of stealing.

Sorry, did the site take the balance of above user? Based on the story, the amount is being returned to his account balance. Did I miss something about the stealing attempt? Indeed I have to agree that the details on how much a user have paid on rake should be available under user stats or profile so users knows when the right time to withdraw their winning from freerolls.

On what I have read above theres no stealing involved and as being said the funds been returned and gives confusion above on whats the possible problem on that withdrawal.This is a problem on that freeroll thingy.
You wont really have any choice nor a valid reason to make arguments since you haven't know the total amount paid up. Cryptopokerclub should considerate on putting up that feature so that users of the site wont really be on questioned if this thing happened to them since they would know if they are already eligible to withdraw or not basing on information given.

[boyptc]

Did you direct him to see on how much deposit you made on your account so he can see that his arguments to you is vague?

[McCryptoface]

today I noticed a response from live support that said "You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."
 

That's the part where i've lost it. If you providing free rolls that mean you should provide earned winnings with that. Otherwise, what the point in it? I dunno about this particular service, i was using only http://www.svenskacasinon24.se/ but i finally lost all my savings, thanks to my gambling addiction.
But still, that's unfair.

[maydna]

"You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."

I feel it doesn't make sense about that sentence, why he needs to pay something before he can withdraw his winning money? It's ridiculous and I don't think that site is legit. Members can play for free especially if the site offers free faucet for members who don't want to deposit and want to test the games.

But I think it's monthly subscription since I see the statement in the Help page at https://cryptopokerclub.io/help so you need to pay the rake to increase your rank level and I think the problem will solve. But I don't know about the truth and I think it is strange to see the paid system for the members in monthly.

[bitmover]

It seems like it is one of the security measures they use to prevent bots accounts which is a big challenge in online poker industry. They also have a thread in bitcointalk and I suggest you to post your complain at their thread so that the management can take notice.

Company thread: https://bitcointalk.org/index.php?topic=4051790.0

Owner user ID: https://bitcointalk.org/index.php?action=profile;u=1935242

THis is certainly the best thing you can do.

Posting in their official thread, so you have a better cuatomer service.

Probably you just received some automatic response and nobody really read your email and took a look at your case closely.
You can also try to reach them in telegram or some other social media account.

[jademaxsuy]

I quit playing there after realizing 90+% of the players were bots, including several that were placing in the top 5 of the leaderboards. It's a damn shame because the software is fantastic and if they got someone in charge who treated customers well and had experience running a poker room they'd kill it.

No, I will not agree to this. Just make a thorough research on online gambling to join with before playing. There are many of it and I guess the OP has not made some research before playing in the game. If I were OP the signatures below of the users here in the replies are reliable but still OP need to do more research before playing any game.

Bots, are relatively useful when there were no somebody is online playing but if you are in the right place and right game then you will get what you want.

[swogerino]

If they are having free rolls in a continuous way it is a good thing for the gamblers but if they put up a lot of obstacles before letting the player withdraw this is not a good sign. I don't know Cryptoclub but you should open up a thread also in scam accusation asking for explanations. That is the best you can do.

[STT]

Ideally you want to keep good records of all your bets and deposits, withdrawals.    If you are arguing you qualify under T&C and a mistake was made then you got to have that to prove the case I guess, this is a bit of hassle but required.  I have to do similar with banks, one of which has been making similar mistakes for years and is one of the worlds largest banks.  If thats possible I can only say always keep records on every accounts

[stevrev]

"You haven’t paid anywhere near the amount of rake you need to pay to withdraw that amount considering you have never deposited and only played Freerolls."
That sure is some rude customer service.  I would like to see a screen shot to further prove that this is not just a personal attack launched against them.

sorry for the late response..

https://m.imgur.com/gallery/W4HRpGL