The player from Germany encountered issues withdrawing winnings after using a deposit bonus and receiving cashback, which had a low maximum withdrawal limit. Although the live chat agent had previously assured there would be no problems, the player faced confusion on how the cashback impacted their significant winnings of €1036. The Complaints Team acknowledged that the situation reflected a less-than-ideal user experience but concluded that the casino's procedures had been followed correctly, as the cashback was automatically credited and could not be canceled after the player placed bets with it. Ultimately, the complaint was rejected due to the player's failure to take the necessary steps to prevent the cashback from affecting the withdrawal limit.
Craze Play Casino - Player's withdrawal is delayed due to cashback limit.
Amount: €1,036
Craze Play Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello, I used a deposit bonus and played, winning a decent amount. Unfortunately, while I was playing, a cashback credit was added to my account. I contacted the live chat agent, who assured me that this wouldn't be a problem. However, after my withdrawal request, problems arose—the cashback has a maximum withdrawal limit of around €96, whereas my winnings from the bonus I initially deposited for amount to €1036. I have contacted the casino for the second time and am currently awaiting a response. This issue seems to be a glitch in the casino's system. How can I receive a cashback while playing with my real money and bonus, even though I already have an active bonus that I'm utilizing? Why is a cashback system being imposed on me during this time?
Dear tom27,
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 share your bonus history?
- Do you remember the remaining wagering requirements for the deposit bonus when the cashback bonus was credited to your account?
- Could you please share your communication with the casino regarding the bonuses? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Hello, yes I am happy to give you the information,
- Yes, I remember that, I had a turnover requirement of around €29,000. I also contacted the live chat when I saw that a cashback bonus was active while my normal deposit bonus was also active. (2 active bonuses)
- I will send you an email thank you.
Best regards
Tom27
Hello, I wanted to let you know that I was in contact with the casino. I wanted to clarify everything via live chat (agent) and pointed out the error to the employee. After a long research and waiting time, the employee reported that the finance department had agreed on the cashback amount of around €92 and that my winnings limit is and was and the decision is final.
I have requested the transcript and it will be sent to me in the next period. I have sent you an email where I have requested the conversation from 08.08.2024 to today, thank you
Best regards
The email arrived and I sent it to your address. Thank you.
Dear tom27, thank you for the information provided.
- Did you apply for the cashback yourself, or was it credited to your account automatically?
- Did you receive any notification when the cashback was credited to your account?
Hello
- The cashback was added automatically.
- No, I did not receive a notification, I found the cashback in the profile and it was active there but you can't deactivate it or do anything else
Thanks
Thank you very much, tom27, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello tom27,
I'm Michal, and I have taken over your complaint. I have reviewed this case including your screenshots and the livechat conversations and there are a few things I have to mention.
I can agree with you that ideally there should not be another bonus activated on top of a current active bonus and I can agree with you that you correctly contacted the livechat support on the 8th of August that you do not want a cashback because of the concern that this might affect the maximum win limit, however, although the cashback amount was showing in your account, it's in fact credited only on Monday once a week, the actual "restrictions" which are linked to the cashback bonus have been put in place only on the 12th of August.
The operator could not cancel the cashback bonus as it was not "active" yet on the 8th of August. Furthermore, the operator Audrey has not provided any assurance that if the cashback is credited to you this will not cause a problem with your current deposit bonus as you mentioned previously.
Although I understand that you didn't want the cashback and the livechat operator could have handled the situation better by providing you with more details on how and when the cashback could be cancelled, as it's stated in the casino's bonus terms and conditions
The casino subsequently offered you what appears to be a satisfactory clarification of the circumstances, and based on your reply, you seemed to acknowledge your understanding of it.
Therefore, I find it somewhat unexpected that you still chose to file a complaint with us. Yes, I understand that from a user experience point of view, the whole situation is far from ideal; however, I am uncertain about our ability to assist you in this instance. Please let me know If I overlooked something or how do you expect me to help you with this case.
Hello thanks
In my opinion, the cashback should not be activated automatically if I have an active bonus. I use this deposit bonus and I had a large sum to wager. I also need time to use the bonus properly, which is why I didn't manage to use the deposit bonus before the day on which the cashback was automatically credited.
My winnings refer to around €1096 and not to the 5x cashback = max cashout which is around €96. Because I use a deposit bonus!
As a player, I bet and play a bonus and two bonuses should not overlap and then be to the disadvantage of the player, which means that the bonus with the lower max cashout is selected.
The question arises why is it even possible to have 2 bonuses active and why is the cashback bonus shown as the relevant bonus and the bonus conditions for the cashback bonus are applied and not the deposit bonus that I played with, should the bonus conditions be applied since this was the main reason for me playing and implementing it.
I was and am certainly not the only player to whom something like this has happened and it is very annoying when you have won €1096 but only get €96 paid out because 2 bonuses were active.
As you can see in the screenshot, I noticed that a cashback balance was displayed in my profile and I immediately contacted the live chat agent. Normally the cashback should be blocked even if it is credited automatically as long as I already have an active bonus. It cannot and should not be the case that 2 bonuses become active even if they were not active on the same day. The finance department refers to the cashback bonus which counts as the withdrawal limit. But why the cashback when I had a sales requirement of over €15,000? I play and use a deposit bonus, but I am only credited with the cashback bonus and the bonus conditions refer to the cashback balance even though my reason for playing is a deposit bonus that was active many days ago. That is what is misleading and the error is in the details. In my opinion, the casino should show insight and understand it the way I present it. A statement would be appropriate. Every opinion would be correct and mistakes that I have made would be nice to clarify for me.
thank you kind regards
Dear tom27,
As I previously mentioned, I can agree with you that ideally there should not be another bonus activated on top of a current active bonus. I will contact the casino to see if I can help.
We would like to invite Craze Play Casino to join the conversation.
Dear Craze Play Casino,
I would appreciate an explanation regarding the assignment of the cashback bonus to the player, especially considering their prior communication with live chat support expressing their desire for the cashback bonus not to affect their active deposit bonus. While I understand that the live chat operator was unable to deactivate the cashback bonus on August 8th due to its inactivity on the player's account at that time, it would have been prudent for them to document the request to ensure the cashback was not granted. Could you clarify why this situation was not managed more effectively?
Hello,
Please note that the player placed bets with the cashback bonus on the 12th of August and therefore it was not possible for us to cancel the bonus anymore.
Everything is clearly readable in our terms & conditions in regards.
Thanks,
Richard
Dear tom27,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I used my bonus with a clear conscience and did not touch the cashback bonus. I also could not cancel or reject the cashback bonus when I already had an active bonus. As mentioned, I went to the live chat and spoke to the agent and to the...
According to the game progress, it should be visible that I used the deposit bonus first and then bet with the cashback bonus. In addition, the cashback bonus should not affect my deposit bonus in any way. If I already have a balance of around €1096, there shouldn't be any problems because that was a different bonus and I am of the opinion that I am not allowed to have 2 active bonuses.
1. In the first screenshot I uploaded you can see that I only have 1 active bonus. The agent said this in the live chat, as you can see in the dialog at the bottom right, he said this even though there was no active bonus visible in the picture.
2. The withdrawal was requested on 08/12/24 and the cashback was added on 08/08/24, the real money deposit was on 08/07/24. How am I supposed to not touch the cashback if it is merged with my deposit bonus.
Thanks
Thanks
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear tom27,
I have not heard back from Craze Play Casino in regards to this situation. I have "nudged" the casino representative in hopes of receiving a response. I will extend the timer for 3 additional days to give this case more time to find a potential resolution. If the casino fails to respond in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.
As previously informed, the player could have easily went on to the support to have his cashback removed before placing any bets.
Cashback awards are issued to players automatically from the system and support agents have no means to pre-cancel the cashback unless the cashback is actually issued, as there would be nothing to cancel.
Unfortunately, since the player decided to keep placing bets, there is nothing much we can do.
Regards,
CrazePlay Casino
Dear tom27,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I can't think of an answer. I'm waiting for Guru's answer. I've already said everything and I think I'm right!
- Deposit was made on the said day, days later there was a cashback on the account which was merged with the bonus I clarified it with the live chat but they couldn't help me,
- I requested that the cashback be cancelled, but that was not possible either.
Dear tom27,
I apologize for any delay in my response. I had assumed that the casino team had already clarified the situation.
To summarize, I understand that your complaint may not have been handled in the manner you expected, and I agree that the user experience in this situation was far from ideal. However, there are several factors to consider.
You were correct to reach out to live chat regarding your wish to prevent the cashback from being activated on your account. However, as previously explained, the live chat operator was unable to assist you on August 8th because the cashback is automatically credited once a week on Mondays, and it can only be removed after it has been credited to your account before placing any further bets, which occurred on August 12th. I can agree with you the livechat support could have put to your attention this rule:
On the other hand, you have previously claimed the cashback bonus, thus you agreed with these rules and thus you should have taken the initiative and reached out to the support on the 12th of August and asked them to remove the cashback bonus before placing any more bets. You were informed well in front when the cashback bonus will be credited so it was your responsibility to take the initiative.
As I mentioned, I understand and agree with you that ideally, no additional bonus should be activated while another is still active, and I acknowledge that this situation has led to a less-than-ideal user experience. However, it’s important to note that the correct procedure for canceling an unwanted bonus was not followed by you in this case. Since bets were placed using the cashback bonus on August 12th, it was later no longer possible to cancel it, and as a result, the maximum win limit was correctly applied in this instance.
Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules and avoid future disappointments.
We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
