The player from Germany was accused of breaching the maximum allowed bet. The complaint was rejected because the player didn't respond to our messages and questions.
Craze Play Casino - Player's winnings have been confiscated.
Amount: €600
Craze Play Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
It's about my payout of 600 euros...I received an email from crazeplay support which said that the payout could not be processed because I had a bonus from them and was not allowed to bet higher than 4 euros, etc.! 1. I didn't get a bonus from them! 2. I have not bet higher than 4 euros! I bought free spins ! I didn't get any bonus money from them either! I deposited 450 euros with them that day alone and now they just refuse to pay me 600 euros!? And then with a reason that I am not allowed to bet higher than 4 euros? That's not serious! Something like that shouldn't happen from the start! Their system must also tell me before I buy the free spins! Also, I did not win the money through this free spin purchase over 20 euros...
Automatic translation:
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1 year ago
Dear Sefa6767,
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. Could you please advise how exactly you bought those free spins?
Would you be so kind as to forward me the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
I deposited 450 euros on the site without a bonus or anything that day...I didn't get any bonus...no cashback either or anything...I deposited quite normally without having accepted any bonus...I bought free spins for 20 euros at 20 cents in the meantime compartment (gates of olympus) but did not win the prize of over 600 euros - 700 euros via these freespins that I bought for 20 euros (bonusbuy/freespins buy)...I was suddenly told that I had bet more than 4 euros although not even for 4 turned euros...
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1 year ago
Thank you for your reply, Sefa6767. If possible, could you please forward me your game history? I also noticed that you haven't sent me the communication between you and the casino, so please, forward it as well. My email address is kristina.s@casino.guru. Thank you.
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1 year ago
Unfortunately, in order to proceed with this case I will need the full game history, preferably in excel or PDF form.
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1 year ago
Dear Sefa6767,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
I am sorry, but I have not received any game history, or at least I am not able to open it. Please forward it in Excel sheet or PDF format as I requested in my last message. Thanks.
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