The player from Germany had their bonus winnings cancelled due to a violation of promotional rules. We rejected the complaint because the player didn't respond to our messages and questions.
Craze Play Casino - Player’s winnings have been voided.
Amount: €440
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
3 years ago
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3 years ago
Translation
I paid in at Craze Play then I got a bonus up and down then I got about 5 € on it then I got 20 free credits and with the time I won 440 € I wanted to pay out the money because I got an email that I have violated the general terms and conditions, the terms and conditions are in English and I can't speak English
Automatic translation:
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3 years ago
Dear Martin,
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 specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your withdrawal has been cancelled?
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello first of all, thank you very much. It was true my second deposit € 35 which bonus I activated, I don't know anymore. Please note that your withdrawal request was rejected due to a violation of our general terms and conditions, as you are making a withdrawal above the maximum amount allowed The maximum amount allowed for the free spins bonus is € 25. As a result, your winnings have been declared invalid and the balance has been adjusted to the maximum amount allowed. Please submit a new withdrawal request. This is true in the email I received. Maybe Is that all correct I just want you to log into my account and check in advance thanks.
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3 years ago
Thank you, Martin, for your reply. Could you please forward your cashier and bonus histories to petronela.k@casino.guru?
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3 years ago
Translation
Hello I tried to forward the cashier and bonus history but I can't do that. I just have no idea how this works. Don't you can log into my account and check everything in advance, thank you very much
Automatic translation:
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3 years ago
I would strongly advise against sending your username and password to anyone else in the future. There are several possible challenges if you share your login information with a third party. I would like to emphasize that I won’t use your login information under no circumstances.
Please try to request your cashier and play histories from the casino.
Looking forward to hearing from you.
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