Craze Play Casino - Player's winnings confiscated, account closed.

Hello CasinoGuru and Crazeplay. 

on 07.09.2023 i opened an account at crazeplay, and took a part of their welcome offer, i was lucky and won 9300€ after the wager was done. 

Four days later they asked for some KYC documents, and all was sent, and the account got verified, but the payment didnt come. 

20/09 they just sent me this mail: 

We are writing to inform you that after an internal investigation, Management has decided to close your account.

If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account.

We have declined your withdrawal, subtracted your balance and refunded your deposit back to the same method.

Kind regards,

Payments Cashier

This is not fair at all, i havent manipulated or done something wrong. How can they just do this?

Dear benjammsub12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were you informed which exact rule has been breached?
• Did you save, by any chance, your game history?

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

Hello Petronela

As far as i can see i did not brech any rules, i played 4 € pr spin on some different slots, but all of them was listed as okay to play at. 

i won a huge win at Wild Depth slot, as you can see in the file iam adding here. 

i did not save any log, but hope they will explain how they can just do this, after the high win i checked how much it was to wager, and when i had played for like 8000€ on wild depth i changed to a slot called mystery jack deluxe becouse it did wager fast, i was eager after to get my winnings fast.

Updates here?

Thank you very much, benjammsub12, for providing all the necessary information. I apologize for the delayed response. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello benjammsub12,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Craze Play Casino to join the conversation and participate in the resolution of this complaint.

Dear Craze Play Casino,

Can you please provide further information regarding the reason for confiscating the player's winnings?

Kind regards,

Adam

Hello,

Please allow us some time to evaluate the case.

From preliminary checks it seems that the player was part of a strategy from 2 players from Norway on 2 of the casinos across our licence using a strategy to take advantage of the welcome bonus. Both players have played the same volatile games and both players have played the maximum possible bets with bonus money while switching to an easy wagering game to speed the process.

This is just a silly conclution, i cant be put in a same boat as a random player, anyhow i switched game after a while, to what picture says, a pragmatic play slot with high volatile so this doesnt seems fair. just a way for them to dont pay my winnings

Hello Craze Play Casino,

We will allow more time for you to evaluate the situation and provide further clarification.

Kind regards,

Adam

We would like to ask Craze Play Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

They dont respond, using max time again. just telling lies. stay away from this site peeps

Hello benjammsub12,

I have now made contact with a casino representative via Skype and asked them to look into the situation. With regards to the alleged betting strategy mentioned, this is not something we consider to be a fair reason for the confiscation of funds in and of itself (see our fair gambling codex here), although collusion is of course a direct breach of the terms and conditions of the casino.

In the hope of finding a resolution to your case, I will extend the timer a final time. If there is still no response, the complaint will be closed as previously mentioned.

Kind regards,

Adam

Following a thorough investigation and assessment, player benjammsub12, is part of a collusion strategy with other players that are placing similar bets, on similar games on approximately similar time, from similar country and having almost similar usernames.

This behaviour is not accepted and all players accounts have been closed.

Regards,

Mark

Thank you for your response, Craze Play Casino.

Please provide supporting evidence of the above to my email, adam.m@casino.guru

Kind regards,

Adam

Sure,

I will be sending you the files via email.

Thanks

Richard

Hello CrazePlay casino,

Thank you for the evidence provided, I have replied to your email with some questions.

Kind regards,

Adam

Hello benjammsub12,

This case is still being discussed via email with the casino, so I am going to extend the timer.

I will post here when I have further information for you.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Adam,

I did reply to the email you have sent.

I am waiting for your feedback.

Regards

Hello all,

Please forgive the last post, it was an automated response to the expired timer. We are still reviewing the evidence provided by the casino and will post our conclusions shortly.

Kind regards,

Adam

Dear benjammsub12,

The casino has provided evidence that clearly shows that another player account was registered at the casino, on the same date, and has used the same bonus. This second account seems to have almost the exact same name as yours, are you able to explain how this could be?

Kind regards,

Adam

Dear benjammsub12,

I would like to ask you to respond to my question above.

I will reset the timer for 7 days. If there is no response from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.