HomeComplaintsCraze Play Casino - Player’s having difficulties withdrawing his winnings.

Craze Play Casino - Player’s having difficulties withdrawing his winnings.

Amount: €800

Craze Play Casino
Safety Index:Above average
Submitted: 10 May 2020 | Case closed : 22 May 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

The player from Germany is experiencing some problem with withdrawals. We rejected the complaint because the casino provided evidence the player broke the maximum bet rule.

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4 years ago
Translation

Casino not recommended. As soon as you want to withdraw money you get nothing! Fraudsters!

Automatic translation:
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4 years ago

Dear Steven,


Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your issue, but, before we do so, please could you describe your problem in more detail? Was this your first attempt for a withdrawal? Could you please confirm your account was successfully verified?


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,

Kristina

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4 years ago
Translation

Yes, that was my first attempt to withdraw. Allegedly violated the bonus terms. However, I took extra care not to violate any bonus conditions. After I fulfilled all my bonus conditions and everything was now my own money, I played without having to make sure that I did not violate any bonus conditions. Supposedly I would have played too high bets during the bonus. But that's not true. I can no longer access the game protocol. Since it was deleted from the casino so that I cannot understand it

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Automatic translation:
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4 years ago

Thank you very much Steven for your reply. I will now transfer your complaint to my colleague Peter 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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4 years ago

Hello Steven,

I looked at your complaint and understand your situation. Let me contact the casino and see what its standpoint is. I would like to ask the Craze Play Casino to reply to this complaint.

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4 years ago

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Hello Steven,


I am sorry to hear about your situation.


We are in no way trying to fraud you or any player that plays at CrazePlay casino.

I can also confirm this after checking your case.


Attached please find a screenshot of your bets which were above the maximum allowed bet of €4 during your bonus play through.


I am also attaching screenshots to show you and this website that we are in no way trying to hide such rule on our website and you can find this information literally everywhere even on bonus terms section 1.12

Also another proof that we are not trying to fraud you is that we have even given you your deposit back! ...


Wish you best of luck Steven.


Regards,

Richard

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4 years ago
Translation

I have already converted the bonus money 40 times! That was not a bonus money!

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Automatic translation:
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4 years ago

As you can see from my previous message screen shot, it clearly shows that there are multiple bonus bets with €4.50.


If that was not clear enough I am attaching another screen shot directly from our system that shows this as well. This time I have marked it in red for you so it's more clear.


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4 years ago
Translation

Would you be so kind and would email me the entire game process from the time I made your deposit or send it to my advisor? I should have checked it myself. But the casino deleted the entire game history! The entire course of the game must be sent from a reputable casino from the moment of deposit

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Automatic translation:
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4 years ago

Hello Steven and Richard.

Thank you both for the replies. Steven, the information on the screenshots looks pretty transparent and exact including date, time, game played and bet size. I'm afraid there is not much we can do now. I admit it would be much easier if the system wouldn't let you bet more than the maximum bet. Unfortunately, this feature is not an industry standard yet. Of course, you have the right to request your full game history from the casino and hereby I would like to ask the Craze Play Casino to send it to you. Let me know if you received it.

Edited by a Casino Guru admin
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4 years ago

Every player bet history can be found on your account menu in your history tab.

However, I am attaching here a screenshot of the bet history sent to the player.


Regards,

Richard


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4 years ago

Thank you Richard. Steven, have you received the game history?

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4 years ago

Since the casino provided evidence the player broke the maximum bet rule and the game history was sent to him, we consider the case closed. The complaint will be rejected.

Best regards,

Peter

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