Craze Play Casino - Player’s bonus winnings have been confiscated.

I deposited € 30 on that site with a 100% deposit bonus, ie € 30 cash and € 30 bonus money. Recycling on the site is 40 times. Here, too, I emailed them whether the recycling requirement only applies to the bonus part or also my € 30 because the recycling requirement amount was 2400. Calculated 2400 ÷ 30 = 80 so if the recycling only applies to the bonus part as normal then why the recycling requirement was 80.

Well I got the bonus recycled in 12 hours and I also got nice hits with screenshots. When the recycling was over, I played for a while before I ended up withdrawing € 450. The site became the email that the withdrawal received and later came the message that the withdrawal has been rejected because I've played games that should not have been rotated by play bonus. I had no knowledge of this when I was just playing casino games and there was no announcement at any point about games that were not allowed to be played. I've been playing casino games approx. 12 years and nothing like this has ever happened. If you play games that are not eligible then the bonus is not just a recycling for them. I repeat, there was no announcement about games that should not be played so I had no information that I had played them. To return to the last email stating that the bonus has been canceled and returned to the account will bring my € 30 deposit. I went to my game account yesterday and there was that € 30. I posted a message on the site with questions about this seemingly scam thing that resulted in when I logged in to my account the account was reset. It took me an hour and I could no longer log in to my account so the account was closed anyway. I didn't receive any response to my message and I didn't understand why the balances were reset or I can't log in to my account. Really inferior activity towards customers. I would like to get help from you or something because the wrong thing has been done in this matter.

Dear Sami,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and I found a list of restricted games 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."

And the order in which real money and bonus money is wagered:

"When the player starts playing after getting bonus money, the funds to be used first are the cash funds. Bonus money balance will be used thereafter."

I have to say, even if the list is quite long, if the casino shares all the relevant information on their website, there is not much we can do, to support this case. Are you aware of playing any of the games mentioned above?

We would like to see casinos implementing systems that would prevent players from playing restricted games or placing higher than allowed bets, 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 I 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. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Sami,

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