Craze Play Casino - Player is criticizing withdrawal limits.

Hi I have a problem with withdrawals as I won 27500 euros. But they are sure that they can only pay out 5000 euros / week. And now send them an email that my account can be suspended in 30 days. I have not used bonuses or anything.

Dear Joel,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. I have checked terms and conditions, and this is what I found https://www.crazeplay.com/terms-and-conditions:

"The maximum withdrawable amount per week is 5,000 EUR (or the equivalent in any other currency chosen upon registration) or 20.000 EUR per month. If you wish to withdraw a part of the winnings which is amounted to 10.000 EUR (or the equivalent in any other currency chosen upon registration) or above, we have the right to divide the pay-out into instalments until the full amount is paid out. You will not get any interest on outstanding amounts."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions. Could you please advise if you have received any of the winnings already? Do I understand correctly that your account has been suspended?

Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

This is what they wrote to me, what should I do? My documents have been sent and approved but now they require proof of my salary etc? And I can not take the print screen or similar. I have a good salary and also money that I have saved.

Dear Joel,

Thank you for playing at our Casino.

We've noticed you've reached a high level of deposits in a short period of time, so we kindly ask you to answer a few questions:

◦ Are you comfortable with the level of deposit per month you are in?

◦ Would you like to establish some deposit limits?

As part of the verification procedure, we kindly ask you to send the following documents:

• Source of Wealth: We kindly ask you to inform us of the source of wealth you have used to deposit and fill out the document you will find attached, send it back to us signed with the corresponding proofs stated in the document.

Please note the following information:

1st page: Your name, occupation, and full address, city, zip code and country must be filled out. Please select the sources of wealth options that apply to you.  

2nd page: Select any of the proofs stated according to the source of income that you just select on the first page. Put the date and sign the document. You can sign it digitally just using your name.

Please note that screenshots are not accepted, if you are going to use the digital version of a document, please download it and send it in PDF. 

If you do not provide us with this information within 30 days’ time frame, your account will be closed.

Thank you very much, Joel, for your reply. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win, or depositing higher amount of funds. Every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

Dear Joel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Additional comments from the player:

"Hi I have been waiting for 3 weeks for my money they have not responded in a week then yes sent in pictures they want. They stand 3-7 days are in 8a days now. I'm afraid that yes will waste the money as they ache that I will never get to take them out"

Thank you very much, Joel, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joel!

I will take care of your complaint from now on. I would like to invite Craze Play Casino to this discussion.

Dear Joel,

Please note that due to MGA and the responsible gambling regulation we require that you and the casino are in conformity with such regulations and therefore we require you to submit documents so we can verify your source of income and that you are in control of your deposits.

I know that this might be of an inconvenience to you but unfortunately there is no way around it, and even so, we a responsible and professional casino so we strictly abide to all regulations in place to safeguard your interests and those of our casino.

Paying winnings to players is what we do everyday and we are truly delighted to have you as one of our players and we are really looking forward for your documents so we can start processing your withdrawals straight away!

Regards,

Richard

Thank you for your reply Richard of Craze Play Casino.

Joel, to resolve your case, please let me suggest you to provide the relevant documents to the casino. Since it is part of an official procedure mandated by the licensing authority, there is no other way to resolve the situation and I hope after this procedure you will receive your payment as soon as possible.

Additional comments from the player:

"Hi, this is where the problem lies, I have sent in SOW as they want and when I talked to them so all documents approved have proof that it is approved. Then it is not approved all of a sudden and when I ask how to fill in as I do not understand what I wrote wrong, I get no help. Has sent in again but it has taken 7-9 days before I get a response..."

I would like to ask Craze Play Casino representatives to advise on the process of this situation.

Hello Richard & Craze Play Casino,

I would like to ask you, did situation change since? Have you received documents necessary to process the payment?

At this sage the player has sent the documents required.

They will now be verified from our compliance and KYC team and will inform the player accordingly.

Regards,

Richard

Dear Joel,

Please keep us informed on how the situation is evolving, I sincerely hope we are close to positive solution.

Additional comments by player:

"Hi I have to open a new case I can not answer via my private link I received via email. It does not go well I send in new documents have also sent them to you so you can review them I do not know what is wrong. Now they want me to send in my other documents besides the SOW do not understand why then all my documents have been approved. Next week my account will be locked so I will not see the money."

Hello Richard & Craze Play Casino,

Since the progress of this situation is more or less non existent, I would like to ask you to specify which of the documents that the player submitted were not accepted and what was the reasoning on that? Which documents are needed to complete verification?

If you do not want to disclose aforementioned information publicly, you can send me these info's via email. You can reach me on: 'martin.d@casino.guru'.

I have asked for a status update about the verification since I don't have direct access to player's sensitive data due to regulations.

Will give you an update as soon as I have it.

Regards,

Richard

Thank you for the information. I will set the timer for another 10 days for you and anticipate your response.

I have an update regarding the situation for the account verification of the player in question.

Here is what our KYC department informed me:

The player sent proof of income from last year, he needs to send us bank statements from the month he receives the income to the month he deposited with us so we can prove he save the income, if not, he must send any other proof for the source of funds.

Seems like our KYC team still can't verify the source of funds (SOF) of the player. As per our regulatory body governing the gaming industry for the MGA jurisdiction, we require such documents to be able to verify that the money that have been deposited to the casino are legit and comply with the anti money laundering act.

I am not sure what else we can do for the player unless he submits what is being requested by our KYC department. I can assure this website and the player that his winnings are there, waiting for the player to successfully verify his account and SOF.

We had much bigger wins from other players that were verified in less than 24 hours and the process was smooth as ever.

Having said that, I am not sure why this particular player is sending a lot of documents which either are not exactly what our KYC team has requested or have the wrong information on them.

Unless the player complies, there is nothing much I can do about this since this procedure is obligatory to all players that deposit at any MGA licenced casino.

However, I remain at your disposal.

Regards,

Richard

I would like to ask Richard and Craze Play Casino if there is any update with the verification process and potential withdrawal of funds?

Hello Martin,

The player has been successfully verified and we started processing his withdrawal on the same day of successful verification!

Apologies for not informing you but I assumed that the player would be doing so himself since he opened up this complaint thread.

Regards,

Richard

Hello Joel!

I would like to ask you to confirm when you will receive your payment.

Thanks Richard and Craze Play Casino for co-operation and update on the issue.

Hello Joel!

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments by the player:

"Hi Martin, I have received payments, however, I got rid of some money when they became bonus money, but that's it, thank you for the help."

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.