The player from Sweden was dissatisfied with the lack of enforcement regarding Responsible Gaming procedures. According to the player's statements, they had set a deposit limit in their account but were later able to deposit an amount exceeding the limit. It appeared that the limit was not applied correctly. The complaint was rejected as the player was not able to provide sufficient evidence to prove their claims.
Craze Play Casino - Player's criticizing Responsible Gaming practices.
Amount: €4,000
Craze Play Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hi. I set a game limit on the account of 250 euros / day and month. But I could still deposit significantly more and since I have a gambling addiction, it soon escalated. And lost over 40,000 kronor and then went to the chat and questioned why no one stopped me and they then claim that no limit was set?
And if I look at the account, there is no one. Later that evening I try to set a new limit but then error technical problem arises. Have sent an email about a possible refund but they can do nothing?
In addition, I managed to deposit 2500 euros instead of 2500 sek which I requested payment for and I get no answer about when payment can take place.
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3 years ago
Dear Asta,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested limits? My email address is petronela.k@casino.guru. Which exact limits were they, deposit, or net loss?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello
I figured I could deposit 5760 euros in one afternoon. Then a deposit was 2500 euros (pressed a zero too much and immediately asked for a withdrawal of 2000 euros)
I have sent all info via email.
Regards Asta
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3 years ago
Thank you very much, Asta, for your emails. I understood that the last withdrawal has been approved now and depending on your payment method should reach you within 3-7 business days. Furthermore, your account has been blocked now due to responsible gaming.
I will now transfer your complaint to my colleague Andrej 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.
However, please bear in mind that without supporting evidence and solid proof that you’ve set up deposit limits it will be difficult to negotiate a refund of your deposited funds.
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3 years ago
Translation
Hello
I understand that it will be "difficult" to win this case. Just want the casino to also take its responsibility for "resonible gambling"
I set a limit (I thought) and when the chat then says I did not. Then I tell him that I have gambling problems and need restrictions and I ask for help. I try again to set limits but do not succeed. Sends emails where I write that I have problems setting limits and asking for help. But no one helps me and I can keep playing.
Then when I write the whole sum and think that they also made a mistake. Then I turn it off and then they refer it to resonable gambling.
Of course, I understand that it is my own responsibility how much money I waste.
I have learned a lesson and hopefully the casino will learn something.
I'm grateful I'm getting help // Asta
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3 years ago
Dear Asta,
I have looked at your complaint as well as the forwarded e-mails and I understand the situation. I’m sorry to hear about your unfortunate experience. I’ll try my best to resolve the issue.
I would like to invite Craze Play Casino to participate in the resolution of this complaint.
Dear Craze Play Casino,
Could you please comment on Asta’s complaint and clarify the situation?
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3 years ago
Hello Asta, Andrej,
I would like to start by assuring the player that we take responsible gaming very seriously. One very small proof of this is the fact that a player is automatically redirected to the limits screen as soon as the account is activated, however, the player did not set up any limits after activation.
As for the deposit of €2,500 by mistake, please note that you were successfully repaid the extra amount without any complications at all, so not sure what is the problem there exactly.
Further to your limit settings, please note that you set a monthly deposit limit of €250 on 2nd February 2021 at 13:04 which was successfully saved into your account. Please see screenshot of your settings below.
As you can see when your limit was set it says "prev. none" that means "previously was none" so you have never set your limits before.
Hope that this clears up the situation.
However, please do let us know if you need any help in tackling your gambling addiction as we can refer you to specialized agencies to help you out.
Regards,
Richard
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3 years ago
Translation
Hi.
I set a limit (I thought. But it did not exist then) asked for help both in chat and via email. Said I needed restrictions. Tried several times. Took 2 printscreen where they say it did not work. Finally the next day I managed to set a limit.
Only when I pointed out how much money I deposited in one day 5760 euros did I get help. Then with the fact that they closed the account due to resonable gambling?
I think they should have paid attention to so many deposits. On the one hand, it should put a stop to me when I tell in the chat that I need restrictions.
Sincerely
Asta
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3 years ago
Dear Asta, Casino Guru
From the screenshots below you can see that the first communication with our support was done on the 02.03.2021 at 01:46 when you required assistance from support to set your limits.
Your limits where eventually set on the same day (02.03.2021 at 13:04) as my previous screenshot shows.
Your last deposit was on 02.03.2021 at 00:13. There was no further deposits after your communication with support and after setting your limits.
Your one and only chat session with our live support team was on the 02.03.2021 at 10:24 and was related to your pending withdrawal and you have never mentioned that you have issues in setting up your limits.
Your gambling and deposit pattern was also studied and calculated on 01.03.2021 at 15:10 and your sustainability of your deposits was perfectly inline. (will not be posting screenshots for security purposes of course)
I have presented to you all the evidence and I don't have anything much more to add after this unfortunately.
Regards,
Richard
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3 years ago
Translation
Hello
My first email was sent to you 1 March 20.07 and one to 1 March 21.03 and before 20.07 I talked to a girl in the chat. And I made several deposits after that. In both emails I write that I need restrictions on my account.
Sincerely
Asta.
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3 years ago
Dear Craze Play Casino,
In her initial post in this complaint thread, Asta mentions that on March 1st, 2021, she tried setting a deposit limit in her account and was unsuccessful due to an error (a ‘System error’ message popped up when trying to set the limit). Is there a chance that a similar error occurred when she tried setting the limit the first time?
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3 years ago
Translation
Hi Andrej
Do not know if you received my emails. Sent to petronela yesterday?
Craze play casino writes that my first contact with them was March 2, 01.46. And that I did not make any deposits after that. My first email contact with them was March 1 at 20.07 and then 21.03. Before my first email, I talked to a girl in the chat. Both in the chat and in both my emails I write that I have gambling problems and need restrictions. (The emails are sent to petronella) and after these emails I could still deposit 250 euros?
Sincerely
Asta
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3 years ago
Translation
Hello
I responded to an email on my withdrawal request. When they wrote that they had received my withdrawal request, I replied to that email. I did not receive an error message that the email did not arrive? Do they not have that email too? It does not say anywhere in that email that it is a no replay email? Do you want a copy of it?
Sincerely
Asta
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3 years ago
Unfortunately we have not received any email in regards as my posted screenshot records clearly shows.
The withdrawal email you are mentioning is a transactional system email and not a human generated one.
24/7 support emails, 24/7 live chat support and other helping contact information are clearly shown and available through out the site with even a dedicated Responsable Gambling page that also has a calculator which helps you determine if you are in control of your deposits and other helpful information together with help email address.
https://www.crazeplay.com/responsible-gaming
You had all the means and information available on the site at anytime you wanted to. Opening a complaint in here to try to get your money back by claiming responsable gaming is definitely bad practice and defamatory.
I am sorry for this situation but unfortunately there is nothing else we can do about this case and anything else that I write here from now onwards will be a repetition of what I have already said in my previous replies.
Regards,
Richard
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3 years ago
Translation
I'm sorry about the whole situation. I did not even know that I tried to get in touch with you via the wrong email.
What I thought was that I "had" to deposit a lot of money on an EM without anyone reacting. I talked to a girl in the chat before 20.07 on March 1 and then I sent 2 emails to apparently the wrong address. How could I know that?
Regardless, it's a sad event.
You make it sound like I did this on purpose to be able to get all my money back. If you read all my messages, I want you casinos to take responsibility for resonible gambling. Which I do not think you have done when someone is allowed to deposit 5760 euros. That is just over 2 monthly salaries.
Think your tone is very dull.
Regards Asta
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3 years ago
Dear Asta,
Unfortunately, without any evidence proving that you had your deposit limits set prior to March 1st, 2021, and based on the casino representative’s statements, we are not able to proceed with this case and we are forced to reject your complaint. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.
