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

I made 4 withdraw requests of $2500 totaling $10000 CAD. The withdraw was pending in my account for a day then I got an email saying:

Upon review, your withdrawal request has been declined due to a breach on our Terms and Conditions (exceeding the maximum bet allowed).

I never bet more than $4 during my wagering which is the maximum bet allowed. I contacted them and they said theres nothing they can do I'm not getting my winnings. Please help

Dear Nathan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.crazeplay.com/bonus-terms), and I found the term casino is referring to:

„2.2. 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."

Our position 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.

However, if software enforcement of maximum allowed bet is not possible, each case is judged individually, so that only players who have broken the rule knowingly and systematically to gain an advantage aren’t paid out.

Nathan, please could you forward your game history from the bonus play together with a link to the specific bonus that you have redeemed and played?? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Nathan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.