The player from Germany has requested withdrawals two weeks prior to submitting this complaint. After reviewing the evidence the fact became clear that funds indeed have been sent and have not been received. Moreover, based on the e-mail communication with the player, it was clear that documents requested by the casino could not have been provided in the correct format. After some time, player had gotten required documentation, sent it to the casino team and begun to search for the way to withdraw her funds. After extensive communication and multiple attempts with different payment providers funds have finally been successfully withdrawn to the player's account and, therefore, the complaint has been resolved.
Craze Play Casino - Player’s withdrawals have been delayed.
Amount: €320
Craze Play Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Craze Play Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I played there and won €190, €50 and €80 once, I also received the message Verification, good payout of €240 and €80 would have been out since January 17th, unfortunately I still have none of these winnings on my account and it's been a week endless discussion about email, they wanted account statements first screemshot then pdf back and forth without end, I sent everything, yesterday they wrote me plus alleged statements where it says, as I can see, it was paid out and not returned, so done for you, sorry doesn't work at all and it's a fact in all Gammix Group casinos it's always the same no payouts or delayed, that's dubious. I hope you can help me if you need something let me know.
PS I was playing at Craze Play but the news went through BluVegas all weird and I would like to send you the email histories but forward them to my email.
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1 year ago
Dear shanty13,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payments are still pending inside the account without being processed or they have been sent but never reached you?
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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1 year ago
Translation
Player's additional comments:
"Hello first of all, I'm going to try to write about it here, I don't know if it will work, but I'll try, because you talk me out of the discussion with Crazy Casino with flimsy ones and keep putting the same copied bets, and you claim, 'they would have paid out and sent me any receipts I had to explain myself with many bank statements and there I could prove that the money never came to me, and since I'm not very well versed with cell phones and unfortunately not necessarily with computers I would like to discuss this whole thing with you Row with receipt in the Seitz and I would be happy to forward it today if you have an e-mail address for this, that would be great for me or I wish I could also forward it. Thank you in advance for your efforts. Kind regards, Rk* ****"
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1 year ago
Thank you, shanty13 , for your email. You can forward any supporting evidence and relevant communication to petronela.k@casino.guru.
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1 year ago
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Good morning. Unfortunately, the 2 weeks are over and I had already successfully completed the KYC verification 1 day before the requested payout. I will send you the history of the casino and myself via your link
Thank you very much
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1 year ago
Thank you very much, shanty13, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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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1 year ago
Translation
Thank you I hope
Best regards
RK*****
Edited by a Casino Guru admin
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1 year ago
Hello, Shanty13!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
Hello,
After checking the player account, I can see that there is no pending withdrawal request from the player.
Regards,
Richard
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1 year ago
Translation
Hello everyone, no, that's not true, the profile doesn't say that the payments haven't been made on your part, that's the problem, they supposedly paid out my winnings but there's nothing on my account to this day, I'll pick up my account statements again soon and prove to you again that nothing has been received from you, but as already mentioned several times, this is exactly what your reviews say, that you do not pay out and after three weeks, I can only confirm this, the fact is it is your job where your bank takes my profit left or to check this, since I can prove that I never received my €320 profit from you.
I hope for your understanding
and I sincerely hope that you will please check where the 320€ that you allegedly transferred to me went to
Best regards
RK*****
Edited by a Casino Guru admin
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1 year ago
Thank you, Shanty13,
Could I ask you to send me bank statements from 17.01 till now to my e-mail (pavel.k@casino.guru) when you get them? This will help us to be sure that money have not been delivered yet. In my opinion, sooner or later, funds should be deposited into your bank account or sent back to the casino. Either way, I hope we well resolve this problem as soon as possible and for everyone's benefit.
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1 year ago
Translation
Yes, I do and I have also contacted my bank and they say very clearly that they have nothing to check because there is no receipt of these payments, which is of course logical, actually I already had a part of 16.01 - approx. 26.01 but will the now plus including yesterday send, one more remark, I slowly didn't feel like wiping out everything, about payment histories that have nothing to do with it, since they are private financial matters, but what I did, the deposits at another casino, BIZZO by the way For me a very reputable casino, only mentioned in passing, I underlined and made the payouts with heart to this Casino BIZZO to prove that such bank transfers actually take less than 1-2 hours, that's what I call a serious payout, so Craze Casino is responsible for where my profit has gone, because my account details are correct, and as I said, their ratings speak volumes, but after 3 weeks I feel I introduced myself a bit, always the same standard sentences and nothing happened
I hope for good
RK*****
Edited by a Casino Guru admin
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1 year ago
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Sorry, a side note, they have this headline for this case - Craze Play Casino - The player's payouts have been delayed. - That's not true Craze Play Casino, DOES NOT PAY OUT or shirks it, everyone is to blame and you have to prove it you didn't receive it but admit that you never transferred the 320€ and you don't correct it either, keep hesitating.
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1 year ago
Hello, Shanty13!
Thank you for all the provided documents. Unfortunately, it seems like money really were sent by the casino and were not received by you, so the problem is certainly somewhere in between. Moreover, after extensive e-mail communication, it is clear that, even with our help, there was no possibility for you to supply the casino with bank statement in requested type of file, so the case could not be pushed forward anymore.
Otherwise, there is an option to contact the regulator - Malta Gaming Authority. I strongly recommend to lodge the complaint by applying the form on that link: https://www.mga.org.mt/player-hub/lodge-a-complaint/ .
Therefore, I should reject this complaint, because there is sufficient evidence from both sides. Please let me know if you need help with anything regarding the case or if money will be deposited in your account on my e-mail (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Wishing you the very best luck and I hope that the problem will be resolved as soon as possible!
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1 year ago
We’ve reopened this complaint at the request of shanty13. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
I will be sending player's bank statements to the casino representative and then we will try to work out the situation.
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1 year ago
Translation
Hello, nice to read from you, I hope the whole thing is really exhausting, but I also sent them to them again.
Very dear thanks
Best regards
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1 year ago
Hello,
I kindly ask the player to send the documents directly to CrazePlay casino support email.
If done already, please await further information.
Thank you & regards,
Richard
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1 year ago
Translation
Hello, first of all thank you for your reply, yes I have and also received this answer.
-Response By E-mail (Lizzy) (13/04/2023 15:33)
Hello Ramona
I hope this email reaches you well.
We would like to inform you that we are forwarding your bank statements to our finance department who will get back to you by email as soon as possible.
Please do not hesitate to contact us at any time for further assistance.
Best regards,
Lizzy
CrazePlay Casino support
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1 year ago
Hello, Richard! Could you, please, let us know how is the investigation going?
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1 year ago
Hello,
The player has been sent an email with further details.
In brief, we have further information regarding the wires we sent to you on 17th and 18th January.
We can see that these were processed successfully and indeed reached your bank successfully too.
However, your bank rejected these wires, for compliance reasons.
They then returned the wires on an internal bank IBAN (kind of an inter-bank wire transfer) which of course meant when we looked at your IBAN we couldn't see they had been reversed. These types of reversal show up on a report but we need the rejecting bank to give us a heads-up when they send back internally.
We understand you contacted your bank and they could have easily given you the information that yes, they had received the wires and that they had rejected them.
As for the reason your bank rejected the wires from our bank. We can't be sure unless they specifically tell you. It's marked as compliance reasons and that's not our fault. They were sent successfully and arrived successfully, just to the bank and not your account.
Now we are clear the funds were returned to us, we would like to attempt to send them again.
We can only send by wire but we would need a different bank account to send the wires to. Just in case it's an option for you we can't do Revolut but most other banks are fine, although Santander has been known to reject them, as you've experienced.
Thanks for your continued patience regarding this matter.
Regards,
Richard
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1 year ago
Translation
Hello, I'm glad that the money turned up again, of course I called my bank immediately, who of course denied it, and claimed it wasn't right, I don't know, but since I only have this account, I would like to give you my daughter's account details, of course via email, my daughter is at the Sparkasse, or you can transfer it to my Amazon Visa card, whichever is best for you. I hope to get an answer soon and share it please send me an email so that I can send you my daughter's account details.
Thank you very much
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1 year ago
Hello,
Please continue this detailed conversation with our support team via email.
They will be able to guide you further with the next best steps to take.
Regards,
Richard
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1 year ago
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Hello Richard,
Thanks, I did.
Best regards
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1 year ago
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Hello, sorry but about 36 hours ago I replied to your email from Craze Casino for the purpose of a payout account, now I'm not getting an answer anymore whether it works or maybe it's already in payment, I don't know why an answer is taking so long again.
It would be nice if this finally came to a positive conclusion.
Best regards
shanty
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1 year ago
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Hello, sorry, why is everything being delayed again???? I thought that it was clarified and why is nothing coming now???? I'm still waiting for my money, so unfortunately it seems to me that it's about the payment is pressed.
Greetings
shanty
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1 year ago
Hello, Shanty! I would like to ask the casino representative about the delay.
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1 year ago
Hello. Richard!
Please, could you confirm the status of the investigation? Is there any progress or timeframe in which player can expect to wait their winnings paid out?
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1 year ago
Translation
Hello Pavel, today I received this mail:
Dear Ramona,
We hope this email finds you well.
We are sending this email to you from the Crazeplay Player Protection Team.
As a licensed operator, we are required to carry out certain checks on all player accounts to ensure that we are providing a safe playing environment as well as making sure that each of our players are enjoying the highest standards along with safe and fair gameplay.
We have reviewed your complaint and would like to kindly inform you that we made the decision to refund you a total of €320.00
This refund is going to be made once you complete the verification process by sending us:
bank statement
Full name and full IBAN must be visible, this bank statement must be different from the one that the wires were sent initially ( not from Santander Consumer Bank )
Please use the link in the next email to upload your documents; make sure that the necessary information is clearly visible in order to avoid any delays during verification.
Should you have any further concerns, questions, or comments, don't hesitate to contact our Customer Service Team.
Sincerely,
The Player Protection Team.
Crazeplay Casino.
Sorry, I feel totally fooled now, what's the point, you avoid the payments, there's really no other way to see it, supposedly it doesn't go to my bank, then of course I'll give you an alternative option, my profit 320 € on that I was already verified to transfer my daughter's account or to my visa card, which I also used for payments in the casino, otherwise they would not have tried to transfer the money, which my bank allegedly refused, my bank assures me that this is not true, and if I get such mails now, sorry, I still have the feeling that the payment is being shirked, unbelievable. best regards
RK*****
Edited by a Casino Guru admin
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1 year ago
Hello Shanti,
Unfortunately since your account is closed for Gambling Issues status, I can't overrule or influence the player protection team as that is one of the most important and autonomous department in our operations setup and it would go against our commitment to you and to the regulatory body MGA.
Unfortunately there is nothing I can do. I suggest you please provide the team with anything they require so you can have the money sent to your account as soon as possible.
Regards,
Richard
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1 year ago
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Hello Richard, well, that's where the gambling addiction comes in, but please, what should I provide, what, you have a problem with transfers to my bank, I was already verified, or I am already, and you have the data So they transfer the 320 € from my Visa card, but there you have all my documents, I only have the Santander Bank, and therefore I only have bank statements from my Santander Bank, but since I've been with you for three months, not anymore play let alone deposit something since I'm also blocked why the whole procedure again, where you have all the documents from me including bank statements from more than 3 months now it must be good I think it's pure egg dance, as you said at the time If I send all the bank statements in pdf format, which I did, they would pay me the money and then it's suddenly up to my bank. I don't understand all of this. Why don't they just transfer the money I won to my Visa card, which became a deposit yes gladly accepted.
Greetings
shanty
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1 year ago
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Hello Richard, here is your confirmation regarding the verification.
Sent: Tuesday 17/01/2023 at 12:12 p.m
> From: crazeplay
>
> Subject: Account Verification
>
> Hello
>
> We are pleased to confirm that we have successfully verified your KYC documents. Thank you for your cooperation.
>
> Sincerely, the CrazePlay team.
>
> NOTE. This email address cannot accept replies.
>
>
>
> documents@crazeplay.com[mailto: documents@hd.crazeplay.com]
Greetings
shanty
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1 year ago
Shanty, after you have verified your account, I guess, there is again only one thing everyone can do - wait for your money to land your banc account. I hope that this time it will be processed without any problems. Thank you for your patience!
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1 year ago
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Hello Pavel,
Sorry, what should I verify?????? That stinks of fraud, first they apologize because the money went back and blames my bank for the mistake, but I have to report first, why wasn't it immediately reported that my profit of 320€ went back? I can only give my Santander bank, because I don't have 100 accounts, only those and I think you stick with them, because they apologize and they want to transfer the money to me, but I would have to specify another account, I did that by email and then all of a sudden, they want verification, and it's not legal if I don't play there at all anymore, this money, which the casino is withholding my winnings from (now I have it all in writing) what is my bank statement to them????Why don't you help me when it is clear what is going on here????
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1 year ago
I am trying to help you, but, as I have already mentioned in my recent e-mal to you, we cannot understand all internal processes of the casino. Now we have got the statement from the casino that they want to pay out your funds, so, I think, it is better to wait for them to process the withdrawal. You have already completed the KYC verification, so, I hope, there is nothing that can delay the transfer.
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1 year ago
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Hello, I sent you an email that I have already done a verification but I am sure that you will find something again now because you do not want to pay, I do not see in any of the ways what you see that you want to pay out For me there are endless delays although it is so easy and it has been going on like this for 4 months now, unfortunately I have no proof from them where it says that my bank rejected the transfer, my bank would have liked to see it.
I thank you for your help
Best regards
shanty
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1 year ago
Shanty, maybe these are just translation problems, but I would like to make clear, that Casino Guru is not associated with any casinos in any way, our Complaint Resolution Center is a free tool for players that need help, we are acting as intermediaries between players and casinos, so we cannot decide if you will receive your funds or no. I hope for your understanding.
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1 year ago
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Hello Pavel, I know that and thank you from the bottom of my heart for your help, but if CrazePlay shouldn't pay out, you have to react and not recommend this casino, maybe for us players, but maybe I'm wrong and get my winnings at the end Yes, where I can then revise my statements and then judge the casino better, which I have not been able to do until now.
PS I was banned because it doesn't accept players from Germany - they probably reacted to that in Germany afterwards.
Best regards
shanty
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1 year ago
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Hello, isn't anyone reacting here anymore?????????Today received an email again, exactly the same because of verification that I should please do this again with the next email via a link, the email has not arrived with me, so again Delay, because without a link I can't verify it 3 times and they want another account, which is not really normal with several accounts except my Vis or Master card, but you have to react sometimes, which the casino doesn't do, I have Yes, days ago, Visa card billing, where my account data, with iban, etc. is and no reaction to it except the same mail, which I should verify again, sorry, but their internal things are not understandable by anyone.
I hope for good
Best regards
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1 year ago
Richard and the Craze Play Casino,
What exactly is need to be done and what bank/payment provider account is needed for the refund to be finished successfully and as soon as possible?
Thank you!
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1 year ago
Hello,
Pavel, we have never mentioned that the player cannot withdraw her winnings, so I kindly ask you to correct your question/statement.
As explained before, our RG team is handling this situation due to the player having its account closed for RG.
They should have been in contact with the player to discuss and offer alternative payment methods available to the player.
We have no intention of holding or not paying just €320 in winnings, however, due to our regulator, we need to do it the right way.
Regards,
Richard
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1 year ago
Thank you, Richard!
My question was indeed formulated wrong, I am sorry. I hope, that the issue will be resolved as soon as possible.
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1 year ago
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Hello, Richard, thanks for your answer but unfortunately it is out of context because Pavel didn't mention it here and since it doesn't answer my question, you sent me an email days ago to verify another account, me should send a payment option with the next mail with the attachment sent to it, I never received this mail, and no more reaction from you, since I already sent you all the documents about 2 weeks ago about what my Visa card was with Iban and everything that goes with it (I used it to make most of the payments), if this doesn't work and they pay out my winnings, I've now opened an extra skrill account, maybe it's possible, because you don't have multiple bank accounts in Germany I would appreciate a positive answer and wish you a wonderful Sunday
Lovely wishes
shanty
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1 year ago
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Hello, no one answers here anymore????? and if I specify a deposit option, e.g. Visa, Master and now Skrill, there are no others with me, with Master and Visa I also deposited and also carried out the verification over it. I'm not getting anything from the casino. I would look forward to an answer and hopefully it will end positively
Kind regards Shanty
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1 year ago
Hello Shanty13,
Please do not expect me to give you answers in here as I am not in a position to provide you with answers.
The team is currently in contact with you to find an alternative payment methods that suits your needs and that is allowed in accordance to our regulator.
Regards,
Richard
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1 year ago
Hallo Richard,
das war der letzte Kontakt und dieser war 05.05.
Dear R*****,
We hope this email finds you well.
We are sending this email to you from the Crazeplay Player Protection Team.
As a licensed operator, we are required to carry out certain checks on all Player accounts to ensure that we are providing a safe playing environment as well as making sure that each of our players are enjoying the highest standards along with safe and fair gameplay.
We have reviewed your complaint and would like to kindly inform you that we made the decision to refund you a total of €320.00
This refund is going to be made once you complete the verification process by sending us:
Bank statement
Full name and full IBAN must be visible, this bank statement must be different from the one that the wires were sent initially ( not from Santander Consumer Bank )
Please use the link in the next email to upload your documents; make sure that the necessary information is clearly visible in order to avoid any delays during verification.
Should you have any further concerns, questions, or comments, don’t hesitate to contact our Customer Service Team.
Sincerely,
The Player Protection Team.
Crazeplay Casino.
Seit dem Keine reaktionen mehr und auch keine mail mit einem Link.
Grüße
Shanty
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1 year ago
Translation
Hello Richard, sorry don't really understand what you mean, I haven't received any emails from you since May 5th, my questions weren't answered either, because I don't have a second account, other than Visa, Master or Skrill, from the I had sent everything to Visa, the monthly statement where the Visa account data, IBAN, etc. is also available, but I did not receive an answer except as above, which did not answer my questions.
Greetings Shanty
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1 year ago
Have you provided the required statement for any other account other then Santander?
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1 year ago
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Yes, from my Visa card, but that was already on May 2nd, there was no reaction, because I don't have another bank account, as a pensioner you only have one bank account in Germany.
Best regards
shanty
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1 year ago
Your VISA card is with Santander?
We require any other bank account other then Santander.
Unfortunately your bank (Santander) is not accepting the money for you.
Regards,
Richard
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1 year ago
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No, it is not, this is an Amazon Visa credit card, I used it to make deposits at the casino. It has nothing to do with Santander, and I had sent these documents, i.e. a monthly statement with all the data, IBAN and so on
Best regards
shanty
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1 year ago
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Hello Richard, today I received the link in the mail for the purpose of a skrill account, I sent everything back and it is now being processed.
Best regards
shanty
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1 year ago
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Hello, again standstill in my case, I fulfilled all criteria and now again zero reaction, why do you have to wait for the casino curu to answer? Probably more Crazeplay, because they check and you hope for a positive decision
Best regards
shanty
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1 year ago
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Hello Richard, that's nice to hear, I just looked at skrill, wasn't there yet, do you know how long it usually takes for it to be on my Skrill account?
Best regards
shanty
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1 year ago
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Good morning Richard, unfortunately my profit of €320 is still not booked on my Skrill account, hence my question, will I receive a separate email for payment?
Best regards
shanty
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1 year ago
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Hello Richard, okay thanks, unfortunately I haven't received it yet, how long does a skrill transfer like this take?
Best regards
shanty
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1 year ago
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Hello, unfortunately after 10 days there is still nothing on my Skrill account, skrill says if money was transferred, it would have been credited a long time ago, why is it not yet on my Skrill account if it has been transferred ?????
I would be really grateful if, after half a year of fighting and I have met all the requirements, it comes to a positive conclusion and I receive my profit
Best regards
shanty
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1 year ago
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Hi Pavel, of course not, sorry for me it has something to do with bullying, last week I asked the casino again via emil why I don't have my money in my Skrill account yet, including a sceenshot, that there is still nothing on it I received an email back that it was forwarded to be checked, what an irony, really crazy that you are not able to pay out such a small sum of over 320 €.
Best regards
shanty
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1 year ago
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Hello Pavel, I received an email again yesterday, telling me that you had tried several times using a Skrill account, it would not have worked, so I should make another transfer option, e.g. via my daughter, should her bank statements for identification by Send a PDF, then it could be transferred there, I hadn't offered it months ago, mhhhh I've now of course fulfilled and sent everything again via their link, also received a confirmation that it will be checked again, then I'll wait now again, sad that I first have to write emails to the Csino to find out about this, why no reactions from Richard???
Kind regards Shanty
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1 year ago
The situation feels tiring and frustrating, but I hope that the casino will find a way to pay you your funds. When you will receive a response from them, please, let me know here, what response you will get.
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1 year ago
Unfortunately, I can't do much about this situation since it's on the payments team and yourself to find the best possible way, so I am not sure why you are expecting answers from me to be honest.
I know I represent the casino in the forum, but as I explained multiple times, our team is in contact with you and fully aware that the funds need to be sent to you somehow and that is clear to everyone.
We are not in control of regulations and how the financial institutions work, so we need to abide to rules and procedures, constantly.
I am sure that with the right attitude and co-operation the money will reach you very soon.
Regards,
Richard
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1 year ago
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Hello Pavel, yes absolutely, and actually unbelievable, I will definitely do
Best regards
shanty
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1 year ago
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Hello Richard, well, if I didn't keep contacting you via email, nothing would have come again, I had asked you several times if I would receive a separate email about it, that didn't happen, so I had to contact you via email again, and they didn't say anything to me there either, whether I would receive something via email, it would have been ignored again if I hadn't written via email, so the team is only in contact with me because I won't let go.
Well I sent everything correctly again and as far as I know it should actually go quite quickly now that I finally get my profit after 6 months.
Then I invite you all to celebrate the day with a beer, smile
Best regards
shanty
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1 year ago
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Hello Pavel, something unbelievable happened, my profit of 320€ came to my daughter's account today, so the case can now be closed after 6 months, thank you from the bottom of my heart, and I'm sorry that Richard was a very unfriendly Human and you had to put up with a lot but now it's over but I can't and won't change my opinion about this casino, totally unprofessional and dubious.
Thanks again and full of love
Greetings Shanty
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1 year ago
Shanty, I have no words to express how happy I feel to hear it. I thank you from all my heart for your patience and compliance.
Also, although the experience has not been always fully pleasant for all, I would like to thank Richard and the Craze Play Casino team for helping to get player her winnings.
Therefore, I can finally close this complaint as resolved and wish all the best to both sides. Thank you!
Respectfully,
Pavel K
Casino Guru Team
