The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones.
Craze Play Casino - Player’s bonus winnings have been voided.
Amount: €1,100
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
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
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Again a casino that doesn't want to pay out my winnings because I allegedly made too high a stake in the ROULETTE. I'm really slowly losing faith in justice!
I deposited 50EUR and claimed a 200% bonus. I won in a relatively short time and wanted to have the profit of 1,100 EUR paid out to me. Of course again without success! I find it really sad that casinos are accusing players of cheating while playing. Reputable casinos block excessive stakes during the bonus game so that there is no such misunderstanding, dubious ones speculate that the players do not read the fine print and then take away their winnings.
Unfortunately it is not possible to download a complete game history in the casino, but my maximum stakes were 2.50 EUR. It could also be that I had already reached the wagering after this mission.
I would be very happy if you could get in touch with the casino directly and clarify the situation so that I can still get my winnings.
Many Thanks!
This is the last email from the casino:
Hi there
Please note that your withdrawal request was rejected for violating our terms and conditions, as you placed a larger stake than allowed while the active bonus was being rolled over
Please see the attachment or visit https://www.crazeplay.com/bonus-terms
As a result, your winnings have been voided and the original deposit has been returned to your account
With best regards
"CrazePlay Cashier
cashier@hd.crazeplay.com
www.crazeplay.com " 
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3 years ago
Dear Roger,
Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.crazeplay.com/bonus-terms:
„While a bonus is active/rollover requirements have not been met yet, a maximum bet per hand/spin of 4.00€ or equivalent in another currency applies. Should you place bets over 4.00€ while a bonus is active/rollover requirements have not been met, we reserve the right to void the bonus and any winnings derived from the bonus. Match Bonus offers are not applicable whilst a pending withdrawal is being processed."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones, 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.
Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
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3 years ago
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Hello Petronela,
Of course, I feel absolutely falsely accused. I wagered a maximum of EUR 2.50 on all casino slots. I didn't know about this 30% rule until a few days ago. Only when I came across your portal did I find out about the rule. Which new player reads all casino terms and conditions carefully before playing? I had no ill intent and knew absolutely nothing about this rule . In addition, you were NOT advised of this rule in the live casino or the slots !!! Bets of any amount were possible. After the alleged violation, I never bet more than 2.5 euros !!! Unfortunately, you don't get a complete game history in the casino where I can prove it to you.
Please contact Casino CrazePlay to find a compromise! I will continue to pay close attention to every bonus condition in the future!
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3 years ago
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So I allegedly bet more than 4 euros on the ROULETTE, NOT on the slots!
What I also found very strange is that after several inquiries about where my payout finally stayed, the casino claimed that I had allegedly played forbidden games like Aztec Gold and that they would now investigate. After I asked again, they came to the ROULETTE with the violation. To me it looks like you are looking for reasons that the player will definitely not get his money!
This approach is really sad and very disappointing!
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3 years ago
According to the screenshot that you attached in your very first comment, there have been 14 bets placed on the Lightning Roulette greater than €4 (which is the maximum bet allowed while completing bonus wagering requirements). Could you please advise if you’re aware of placing those bets? Thank you.
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3 years ago
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At first I definitely didn't know that I couldn't place more than 4 euros in the ROULETTE and of course I didn't want that either . Nowhere in the casino are you openly advised that this is not allowed! If you don't know, you've lost straight away, as the slots and ROULETTE are not blocked.
Please try to find a compromise with the casino !!! Many Thanks!
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3 years ago
There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
As I mentioned previously, you have placed 14 bets greater than the allowed one, some of them winnings bets.
If you are aware of this kind of action, sadly, there is not much we can do to support your case at this time. future. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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3 years ago
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I did NOT know about this rule and of course with the ROULETTE I did NOT know that it was not allowed!
Therefore I ask you to find a compromise with the casino in my individual case!
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3 years ago
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I would also be willing to forego part of my winnings, that could also be suggested to the casino!
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3 years ago
As I mentioned previously, "not knowing" or "ignoring" a rule doesn’t mean that it could be breached. There is no space for negotiation and I’m truly sorry that we are not in a position to help you. Maximum bet rule has been breached several times and the casino had an absolute right to confiscate your winnings. 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. We always try to help the players who have been accused or treated unfairly, unfortunately, this is not your case.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
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Despite the terms and conditions, the casino ALWAYS has the opportunity to make individual decisions on a case-by-case basis. The casino could therefore make a customer-friendly decision. That you say the casino has no discretion is absolutely wrong !!! The casino just doesn't want to decide in the interests of the customer and that absolutely does NOT speak for this casino.
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3 years ago
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In your Codex you write the following:
"However, if software enforcement of the maximum stake is not possible, each case will be assessed individually so that only players who knowingly and systematically violated the rule in order to gain an advantage will not be paid out."
This also applies to me, why am I not being helped? I unknowingly broke the standard! You write that each individual case will then be assessed individually!
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3 years ago
In our Fair Gambling Codex is written the following:
"If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished."
"Many online casino players know about this rule and are careful not to break it when playing with bonus money.
However, there are still a lot of players who are not aware of the maximum bet rule. These players might unintentionally break it. This often happens after a big win, when a player might naturally increase the bet sizes because of the increased bankroll. In these situations, players feel cheated if their wins are taken from them later on because they weren't aware that they'd done anything wrong."
Could you please forward your game history to petronela.k@casino.guru? Thank you in advance.
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3 years ago
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Hello Petronela,
Unfortunately there is no game history available for download at Crazeplay. Back then I asked support to send the game history, but I never got it! Can you contact Crazeplay directly, please?
As I have already written, I NEVER bet more than EUR 2.50 on the slots. Unfortunately, I accidentally bet more on the ROULETTE. That seems to be a problem for Crazeplay. Crazeplay didn’t have a technical ban and I didn’t know anything about the rules!
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3 years ago
Thank you very much, Roger, for your reply. I will now transfer your complaint to my colleague Matej 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.
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3 years ago
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Many Thanks! I hope Matej can achieve something directly at Crazeplay. I think you have to talk to Casino Crazeplay directly about the case.
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3 years ago
Hello Roger.
I understand your frustration. To better understand what happened and why the casino void your winnings, I need to have access to your game log.
I would like to invite the casino representative into the case. Can you please provide me with Roger's game log? (matej@casino.guru)
Thanks.
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3 years ago
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Hello Matej!
Thank you for your help and support!
I would be happy if we could find a compromise where both sides could live with.
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3 years ago
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Hello Richard!
You definitely cannot download an entire game history from your website. Even when asked in your chat, I have not received the ENTIRE game history to this day.
I definitely didn't know anything about your bonus conditions, which is why I accidentally wagered more than 4 EUR on the ROULETTE. It would be absolutely illogical if you knew about your rules and then offered more. I also wonder why your casino doesn't want to stop technically higher stakes so that as a newbie you inadvertently no longer bid ??? In the meantime I have inquired and found that reputable casinos technically make higher wagers during a bonus impossible!
For me there is a bit of intention behind it, in order to confiscate the winnings of the players when a payout occurs!
They are not at all ready to compromise with their players, which I think is a shame. Every casino has a margin of discretion in such a case!
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3 years ago
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And that you indirectly accuse me of fraud goes absolutely too far in my opinion. Because that's not true! I just wish for fairness and fairness like many other players on this website from Casuno-Guru!
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3 years ago
Hello Roger,
Bet history can get quite large so we only display a certain amount on your profile.
Telling me that you did not know anything about the bonus rules will not help you in your case since you know exactly that every casino has bonus terms and conditions. Also, insisting that this was an "accident" will also not help you since the betting pattern shows otherwise. (I am sending the betting history to the admins as I can't attach documents to the post)
Also, the games you searched for and the betting pattern shows that you are no "newbie" to gambling and you know exactly what games you were looking for and placing bets upon.
Also, not exactly sure where the word "fraud" was mentioned since nobody here accused you of fraud.
In any case, I am sending your bet history to the admins so they can see perfectly the style of play you where playing with your bonus.
There is nothing much I can add to this case, hope the betting history clear things up.
Wish you a great day ahead!
Regards,
Richard
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3 years ago
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As you write here, you are implying that I knowingly and intentionally violated the bonus conditions! BUT THAT'S NOT TRUE!
Please explain to me why your casino does not take any technical precautions so that you cannot make higher stakes ??? In the ROULETTE or in the slots there is no indication that you are no longer allowed to bid. Allegedly only in your small print!
Any player who is relatively new to the casino would fall into your bonus trap and lose his winnings and gamble on casinos like yours !!!!
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3 years ago
After I check the logs, it is clear that Roger breached the bonus terms and conditions. He was placing high bets on lightning roulette while he has an active bonus. This led to several winnings, and because of that, even when we individually evaluate the case, we believe that the casino had a right to void the winnings.
Roger, please understand that max bet rule is enforced (a player can't make the high bets) only in few casinos. To such casinos, we are giving badge: fair & safe casino. So far 2 casinos have this badge from over 3100+.
When you made your winnings, your real money was already depleted, and you played only with a bonus which the casino gave you. The casino has then right to set rules on how the bonus should be used, and you as a player should follow these rules. When you breach them, they actually not take any of your money away. They are taking back their promotion, and they have a right for that. Therefore, in this case, we have no another option than to reject the case. I am sorry, Roger, please be more careful next time.
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3 years ago
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Even if the terms and conditions were violated from the casino's point of view, Crazeplay's decision not to pay out any winnings is really very tough and absolutely customer-unfriendly. So you don't advertise your own casino. That's how you lose your customers!
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3 years ago
Roger, if you wish you can complain to the regulator. But I can assure you that you have zero chance of winning. The logs are clear. There is nothing we can do here.
