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

Dear apturbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.crazeplay.com/bonus-terms:

"Bonus money offered in standard and reload , in whose terms it is not stated otherwise, is not cashable. After 40x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while bonus amount will void. The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposits of 50 EUR or more (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits below 50 EUR (or the equivalent in any other currency) will be subject to a max cap win of x 10 the amount of the original deposit."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings. Do I understand correctly that your withdrawal has been requested on the 6th of June?

Looking forward to hearing from you.

Best regards,

Petronela

Ja die Auszahlung wurde am 6. Juni beantragt und bis jetzt immer weiter aufgeschoben, ich bin sehr sehr enttäuscht das mir dann vielleicht noch 200€ von 2500€ bleiben, wenn die nicht noch irgendwas finden um mir mein Geld ganz zu sperren. Von so welchen bonus bedingungen habe ich noch nie vorher etwas gehört, einfach nur komisch.

Thank you very much, apturbo, for your reply. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Unfortunately, I believe it will be capped according to the maximum cashout limit.

I assume that the verification wasn't necessary as the amount of the withdrawal was low. Please let me know when you receive your winnings. Thank you very much in advance.

I’m sorry we couldn’t help you to resolve this problem, but please do not hesitate to contact us if you run into any issues with this or any other casino. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. As I mentioned earlier, it is nothing unusual to limit the maximum cashout from a bonus play. I am afraid that your winnings have been capped correctly.

Since you have received your rightful winnings, but still unhappy with the outcome, I will reject this complaint as unjustified now. I wish I could be of more help.