The player from Germany has been accused of breaking the Bonus T&Cs by playing restricted games. Casino forfeited all the winnings generated from the bonus play. We rejected the complaint because the player didn't respond to our messages and questions.
Craze Play Casino - Player has been accused of playing restricted games and winnings were confiscated.
Amount: €1,000
Craze Play Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
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4 years ago
Translation
I played at the casino. At first I had bonus credit. However, I have implemented this so often that it has been converted into cash credits.
After I requested a payout of € 500 twice, I received an email (all in English) that I had broken any rules and that the winnings were deleted.
I have not yet received an answer to multiple questions I have violated.
Automatic translation:
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4 years ago
Dear Kristina,
Thank you very much for submitting your complaint and forwarding the screenshot. I’m sorry to hear about your problem. Based on the forwarded information, it looks as you’ve played restricted games while wagering the bonus. I have checked promotional terms and conditions, and I found a list of games which are prohibited for bonus play:
https://www.crazeplay.com/bonus-terms
"If a player plays these games while wagering a bonus, the bets placed on these slot games will be subtracted from the player’s real money balance (if available) and they will not contribute towards wagering fulfilment of the pending bonus. Playing bonus funds on such games is prohibited and could lead to all winnings from that promotion being confiscated."
If your account is still accessible, could you please forward me your game history? My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hi,
Many thanks for your help.
Unfortunately, I cannot tell you whether I played a restricted game, because you cannot remember all of these games and, for example, you cannot play these games in other casinos with bonus money.
Nevertheless, in this case I would simply have liked feedback and an explanation of the casino. They just ignore you and don't answer at all. The 1000 euros were removed and I have my paid 50 euros back into the account. I also cannot withdraw these because I do not want to play in this casino anymore.
The account is still open but no real gameplay is visible. I will add two more screenshots of what I found.
thank you very much 
Edited
Automatic translation:
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4 years ago
Dear Kristina,
Thank you very much for your quick reply. I have checked promotional terms and conditions, and the slot machine Legacy of Dead is listed between restricted games for bonus play.
We would like to see casinos implementing systems that would prevent players from playing restricted games, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to play a restricted game, and, as a result, you breached the rule.
Sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Could you please advise if you’ve succeeded to withdraw your original deposit? Thank you.
