The player from Germany was able to log in and deposit at crazeplay.com despite being banned under the Oasis system. After losing over 2000 euros, the player inquired about the possibility of obtaining a refund for the deposited money. The Complaints Team attempted to assist by asking for evidence of self-exclusion and supporting documents but ultimately dismissed the complaint due to the player's lack of response to multiple inquiries.
Craze Play Casino - Player’s account remains accessible despite ban.
Amount: €3,000
Craze Play Casino
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7.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello, despite the Oasis ban, I am still able to log in and deposit at crazeplay.com. Unfortunately, I have deposited and lost over 2000 euros, even though I had myself banned 2 years ago. Can I request a refund of the deposited money?
Automatic translation:
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3 months ago
Dear Sefa,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Craze Play Casino.
Please note the casino is licensed under Kahnawake https://casino.guru/licensing-authorities/kahnawake-license
Oasis on the other hand is a self-exclusion scheme for casinos licensed under the German license.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is your account in the casino currently blocked?
- Have you informed the casino about your gambling problems directly? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
No, my account in the casino is not blocked... I have often written to them via live chat that I am actually blocked via Oasis... despite speaking German, they did not want to understand me or pretended to... they also simply rejected several of my withdrawals on the grounds that I had claimed a bonus when I deposited, even though that was not the case... I had played with pure cash... if they do not have a license from Germany, why can I play there?
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3 months ago
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If they don't pay me back my money I will go to my lawyer and take legal action
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3 months ago
Translation
Now they have blocked my casino account simply blocked
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2 months ago
I apologize for the late reply.
Please note online casinos with licenses other than German license or unlicensed online casinos accept players from Germany. In such casinos in order to protect yourself from further play, you'll need to request a self-exclusion due to gambling problems.
Citing from the casino's responsible section: https://www.crazeplay.com/responsible-gaming
Permanent Self-Exclusion
If your gambling has become a problem, or if friends and family have expressed concern, we recommend contacting us to request a Permanent self-exclusion please contact us via live chat or email support@crazeplay.com
Further Self Exclusion options can be found by visiting the Kahnawáke Gaming Commission
Please let me know whether you need further assistance or wish to close the case.
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2 months ago
Dear Sefa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
I had done that before but they hadn't responded... And several withdrawals were rejected that I supposedly won with a bonus even though I was playing with a pure cash deposit...
Automatic translation:
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2 months ago
Dear Sefa,
If you wish to continue with the complaint kindly forward your original requests for self-exclusion in the casino or any other supporting evidence to my email at tomas@casino.guru confirming your claims.
I'll await your reply.
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2 months ago
Dear Sefa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Regrettably, the player has not responded to our messages and inquiries. Therefore, we cannot proceed with further investigation and have no alternative but to dismiss this complaint. The player can reopen this complaint after submitting the requested information to tomas@casino.guru
