The player from Germany has requested withdrawals a few days ago. They have been pending since. It was received by the player after delay.
Craze Play Casino - Player’s withdrawals have been delayed.
Amount: €12,500
Craze Play Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Maybe I'm worrying unnecessarily, but after a lot of research I don't have a good feeling anymore and am constantly being put off by the live chat staff at the casino.
On Thursday, June 17th, I deposited € 50 and played my way up to € 700 that I wanted to withdraw. But then I decided to continue playing with a stake of € 8 per spin. After a few losses, I got the mega profit of almost € 12,500 in the game Sword of the Grail. I made withdrawals immediately. Since it is only possible in 2500 € steps via Trustly 5 x 2500 €.
Since Thursday I have been waiting for any reaction from this casino regarding my withdrawal.
In the chat I was informed that I can expect the payout on Saturday. Today again I am told that this case will now be treated with the highest priority and that it will be dealt with "soon".
I played without a bonus, am verified and wonder why it takes so long? In other casinos you often have the money on the same day.
Here at crazeplay only 5000 € per week is paid out, so I don't understand the delay.
I am slowly starting to find it very questionable and worrying.
I hope these are unfounded worries 🙏
Automatic translation:
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3 years ago
Dear Frawilli,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if this were your first attempt to withdraw winnings from this casino? Could you please confirm that your account has been fully verified in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Thank you very much for the answer.
Yesterday the first 2500 € were received in my account.
However, € 5000 should be paid out weekly!
In the chat I was told that the other 2500 € for the payout are "targeted" but without an exact time when this will happen.
I think that the casino could / should provide more detailed information on how the payouts will now take place in the future.
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3 years ago
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Sorry for answering your questions.
Yes, my account is verified. This was the first withdrawal from Crazeplay.
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3 years ago
Thank you very much, Frawilli, for your reply. I believe if the first payment has been successfully received it's only a matter of time before you'll receive the remaining winnings.
Even if I fully understand your frustration, I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.
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3 years ago
Translation
Today is day 8 after requesting my payout and only € 2500 have been transferred.
According to the terms and conditions, 5000 € should be paid weekly !!!
In the live chat you are always dismissed with the same statements.
Conclusion :
Unfortunately, after this long wait and delaying tactic, I cannot give a good recommendation for Crazeplay and I am very disappointed.
Edited
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3 years ago
Thank you very much, Frawilli, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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3 years ago
Hello Frawilli,
I looked at your complaint and will do my best to help you. I would like to invite Craze Play Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Hello Everyone,
I can assure you that your withdrawal will be processed as soon as possible.
Unfortunately there were some slight delays during last week from the department but I can assure you that everything is now working as expected and your withdrawal will follow soon.
I can also assure you that there is no intention of delaying and funds. Paying out winnini is one of our main tasks of the day, and yours will not be any different.
Please bare with me for a few hours.
Richard
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3 years ago
Dear Frawilli,
let me know when you'll receive the rest of your winnings, please.
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3 years ago
Dear all,
To compensate for the technical delay I can confirm that we have processed an extra €2.5k with this week's withdrawal thus totalling to €5,000
Regards,
Richard
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3 years ago
Dear Frawilli,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Hello,
Many thanks to Casino Guru for your help.
CrazePlay paid off everything 👍
Thanks also to Richard, who stood up for my case.
Hope that such delays will not happen again in the future.
best regards
Frank
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3 years ago
Dear Frawilli,
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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
