Craze Play Casino - Player’s winnings were confiscated.

Guten Tag,

Ich habe 1 mal ausversehen. Auf Max. BET geklickt und habe auf 20€ gespielt anstatt 1 € hab aber da auch schon öfters einbezahlt jetzt wollen die mir wegen 1 Versehen gleich einen Strik drehen was soll den das obwohl das ich da schon mehr als genug eingezahlt habe.

Dear Martin,

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

„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.

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

Best regards,

Kristina

Guten Tag,

Danke für Ihre Antwort leider ist gerade die Seite down ich kann nicht zugreifen darauf. Wenn diese wieder erreichbar ist benachrichtigtige ich Sie sofort.

MfG

Martin

Gut nun habe ich alle Informationen geschickt schon traurig das mir von der Casino Seite aus nichtmal meine Spiel Historie zugesendet bzw. eingeschaut werden kann ich würde immer nur darauf verwiesen das das nicht möglich ist ich kann nur meine letzten 11 Einstätze sehen was ich auf der Casino Seite gemacht habe und ich habebestimmt über 1000 mal umdreht. Hoffe Sie könnenir da helfen.

Thank you very much Oshimosu for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Oshimosu!

I will take care of your complaint now. Please, let me invite Craze Play Casino into this conversation to help us proceed with resolution of this case.

Hello,

Yes unfortunately we had some down time yesterday due to an upgrade.

Attached below is the screen shot where the player actually bet twice with €20 during his bonus wagering.

However, considering that the player produced no wins from the bets and are not repeated frequently, the management have decided to re-award the winnings to the player on an act of goodwill less the deposit of which was processed back to the player.

We kindly ask the player to be careful next time around and to follow the rules as stipulated on our terms and conditions.

Having said that, we will be looking forward to see the player on CrazePlay soon! 🙂

Regards,

Richard

Super ich danke Ihnen von Crazeyplay und Casino Guru wird das Geld wieder auf mein Casino Konto oder meinen Bankkonto gutgeschrieben

The money will be available to the player's account shortly.

Payments team has already been informed.

Thanks,

Richard

Thank you for your cooperation, Richard and Craze Play Casino. We appreciate your positive approach.

Oshimosu, I am delighted to see positive progress of your case. I would like to kindly ask you to confirm re-awarded winnings and deposit refund, so we can close this complaint as solved.

Correction:

The deposit refund was already given to the player and it was processed.

We will be rewarding back the winnings to the player less his deposit amount since he already withdrew the total deposit amount.

Regards,

Richard

Okey danke das Sie mir das zurück zahlen sobald ich die Zahlung erhalten habe gebe ich Bescheid. MfG

Guten Tag,

Ich habe das Geld auf meine Casino Konto bekommen. Ich danke Crazeyplay für die Toleranz troz meines Fehlers und auch Casinoguru möchte ich für die Unterstützung danken.

MfG

Martin

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.