The player from Germany had her winnings from bonus play capped. Additionally, withdrawal has been pending for over a week. This complaint was successfully resolved.
Craze Play Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Craze Play Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello, I can get help here. I applied for a withdrawal at the casino on February 27th, 2020. According to the Bonus Terms and Conditions, if you deposit more than 50 euros, you cannot exceed the upper limit of 2500 euros. I converted the bonus completely and then skipped the sum of 2500 euros (own deposit 100 euros). Then a document was missing, I submitted one week of no response. After several requests it was processed and my payout was reduced from 2500 euros to 1000 euros (10 times the deposit). Now on March 5, I made a new payment of 1000 euros and nothing has happened since then. According to the terms and conditions within 24 hours I now always receive an email, it would take 3-5 working days at once. Can I count on ever getting the money ?? Since it is my turn since 27.02 to get it?
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4 years ago
Dear Katja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the bonus terms and conditions, and this is what I found:
"After wagering requirements are met, the deposit funds, bonus money and all the winnings gained therethrough will become withdrawable real-cash money in the player’s account up to a maximum winning cap of 10x the deposit amount applicable to deposit below or equal to €50. If player deposits more than €50, the maximum winning cap increases to €2500 or currency equivalent per match/reload/welcome bonus including the welcome offers. Any winnings made with such promotions/bonuses and later winnings resulting from the bonus gains that exceeds the maximum winning cap, shall be considered as nil and void. Only the maximum winnings of €2500 can be withdrawn by the player subject to the terms specified in Bonus Terms."
Please, could you clarify how much you have deposited when redeeming the bonus? Do I understand it correctly, that it was deposit of €100 (Feb 26th) which has triggered the bonus? Have you received any clarification from the casino why your winnings have been reduced to €1000? Furthermore, could you please send me a link of the specific bonus that you have played? Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Yes, I deposited 100 euros and claimed the welcome bonus on the first deposit. I just received an email that my profits have now been cut and what would be on my credit account would be ready for payment. Today 11.03 the profit of only 1000 euros went into my account.
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4 years ago
Thank you very much Katja for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Katja,
Before I contact the casino, would you be so kind and send me a proof that you made a deposit of 100€, please? You can send it to my email address kristina.s@casino.guru.
Thank you so much.
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4 years ago
Hello Katja,
Thank you for the email, I will contact the casino and hopefully we will receive an answer soon.
Thank you for being patient.
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4 years ago
Hello Katja!
My name is Richard and I am the player accounts manager for CrazePlay casino. I will be more than happy to assist you during your situation.
Whilst confirming that there are bonuses which have a maximum cash-out, I am already on the case on your behalf and checking in detail with my colleague so that if there was any miss-understanding or confusion, we will make sure to rectify the decision taken.
I can also confirm that your pending withdrawal of €1,000 was processed on 10.03.2020 @ 16:49
In the mean time Katja, please allow me some time to get all the relative information and give you an update later on.
Regards,
Richard
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4 years ago
Translation
Thank you very much for your answer, I am happy to hear that someone is taking care of the situation. I only played Book of Dead that day because I really like this game. And even then, the turnover to fulfill the bonus was only 50%. In my case, that was 11 200 euros. The fact that I was happy to have the maximum sum of 2500 euros as in the general terms and conditions for a deposit of over 50 euros is understandable. And then you just get an email that the amount will be reduced and canceled 🤷♀
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4 years ago
No problem Katja, anything to see our players happy! :)
It might have been a genuine human mistake and apparently our team was already looking into it before I even made contact with them about your case.
I just have to wait for their confirmation though. It might be later today or tomorrow morning.
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4 years ago
Hello Katja,
I am glad to inform you that I have just received confirmation that it was a genuine mistake from our end.
I do apologise about this mistake and would like you to accept my sincere apologies about it.
I will also make sure that something like this will not happen again to you or to any other player.
Your voided balance will be returned back to your account soon.
Whilst congratulating for your nice win, I do hope to see you at CrazePlay very soon! :)
Please do let me know if you need anything further or else you can contact me directly on support@crazeplay.com
Regards,
Richard
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4 years ago
Translation
Thank you so much for solving the problem and thank you for the positive feedback.
Sincerely yours
Katja
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4 years ago
Translation
Now I don't know what to do again. I asked the casino myself because they said my balance would be 0.00 euros. I just chose to exclude myself a few days ago for 30 days. And now I was assured that it was a mistake in my case and the credit was corrected overnight. As you can see from the course here. I now wanted to have this corrected amount paid out to my bank account due to the self-exclusion and nobody can help me. What's next?
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4 years ago
Hello Katja,
I am very surprised and slightly disappointed to see this reply from your end after I have been so caring for your situation and tried to solve this for you as quickly as possible.
Didn't I already informed you via e-mail about the obligations a casino operator has in terms of players self freezing accounts?
Once you have decided to freeze your account, we as a Casino operator are not allowed and have no means to unlock your account.
The amount has been added to your player account on CrazePlay and you would need to make a cash-out request once your account becomes active again. Only then we will be able to process the amount to your bank account.
I know that this situation happened because of our genuine mistake, but please do understand that we are doing whatever we can to help you, Katja.
Regards,
Richard
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4 years ago
Translation
I would like to apologize publicly for my last message and thank you to Richard. It is really great and it solved my problem very quickly. I can really only give positive feedback about the casino. And many players say that you are treated very fairly and loyally there. If I could give stars I would give 10/10.
Thanks again to Richard 😃 you are a great manager and wish you the best for everything else.
best regards
Katja
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4 years ago
Thank you Katja, myself and all the CrazePlay staff appreciate your comments.
I am glad you are happy with the resolution and once again we apologise for the inconvenience.
Se you soon on CrazePlay! :)
Regards,
Richard
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4 years ago
Hello Katja, Richard,
I like seing threads like this, where people are helpful and nice to each other! But I would like to know (as I am not sure if I understand it correctly), if the problem was resolved. Can I close the complaint now, please?
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4 years ago
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Hello, yes everything has been solved 😃. You are very welcome to close the case. Many thanks for the help on your part and Richard 😊.
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4 years ago
Katja, Richard,
Thanks Katja for confirmation! I am glad you contacted Casino Guru and that we could help you. I hope you won't come across a problem like this again.
Richard, thank you for your quick responding, which is highly appreciated as well as your dedication to solve Katja's problem!
Thank you both for kind cooperation during resolving this complaint :)
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