Craze Play Casino - Player’s winnings were cancelled due to a Bonus T&Cs breach.

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Dear Simone,

Thank you for contacting Casino Guru. I’m sorry to hear you lost your winnings. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like restricted games. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I agree with you that it would be much easier for everyone if the casino just wouldn’t let players play restricted games instead of cancelling their winnings. Unfortunately, not all casinos support this feature and players have to read and follow the Bonus T&Cs instead. I’m afraid that, if you played restricted games, there is not much we can do. 

Best regards,

Peter

Dear Simone,

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

Unfortunately, we’re rejecting this complaint 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.