Craze Play Casino - The player's balance was voided.

Crazeplay took 715 of my balance after winning

They told me a mistake was made by giving me a tournament prize wich i wasnt meant for me

The bet logs say i never recieved a tournament prize (i made pictures)

A part of the bet log is removed from the log now , and the support of crazeplay cant give me answers they just say the decision of our financial department is clear

It feels not fair that 75% of my balance is taken from me for a bonus i never recieved , i never played , i never asked and never was aware of and at the end was a mistake bij the casino

I never was in need of the bonus money also

Greetz Michael

Hello Michael,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Craze Play Casino. Allow me to ask you a few more question before we would move forward.

Were you playing in that mentioned tournament or did you claim any bonus from the casino? What did the casino mean by winnings 2 prices from the tournament? Did you receive winnings from more than 1 placement? Did you deposit into the casino or made any withdrawals in the past? Is your account verified?

Looking forward to your answer.

Regards,

Nick

Hello Nick

I wasnt playing any tournament they told me its a random given prize wich they give to there loyal customers

I have a verified account by wich i made 2 more withdrawals and like 4/5 deposits

By 2 prizes they mean they have given me one prize at the time i deposited this one was meant and i fulfilled wager and everything by following there rules

They gave me by mistake a second prize 2 hours later wich was unnoticed and not meant and that i played that so they took 75% of my winnings because it was won after the second prize was given

I never asked for those prizes or opted in on something , i even asked afterwards to suspend me from all feature prizes they say we cant do that

I didnt recieve any winnings twice

The 1st as said 'respected winnings' are also still not paid out after 48 hours

This payout is approved now 🙂

The original complain not

Dear Michale,

How much did you exactly win with that "2nd" price they gave you? And basically they allowed you to keep everything else expect that?

If you can write exact numbers it might help - like what was your balance before receiving the 2nd price - what balace did you have after winning and what balance could you keep after the casino deducted the amount.

If you requested for the withdrawal already from the first winnings, give it more time for sure. It will take definitely more time than just 2 days - many people have vacation during holidays and there are delays in almost every casino.

Dear Nick

I was allowed to keep 285,- wich i succesfully withdrawed by now

The casino told me the exact time of the second tournament prize was : 11:50 UTC Time wich is 12:50 my time my balance was at this time : 270,51

The second prize was also given exact at the time i started playing 'Crazy Time' a restricted game , i wanna mention i was never aware or warned about the prize and never asked for it

So : My deposit : 50,- , start balance after 1st prize : 65,- i made i to 270,51 then the second prize was given of 15,- and i made a Total winnings of 1000,82

This means i won 715,31 after the second prize was given this is the exact ammount they voided because of the mistakenly given second prize

Greetz

For some reason i cant add pictures to show , it keeps loading on this site

Balance at first prize and after second prize :

https://ibb.co/cksSMNS

End balance wich i tryed withdraw 1000

https://ibb.co/JygjRwT

After the second prize was given i was also never down to 15 where i woulld have needed or used the prize money

It feels for me they dropped while i was playing a random 15,- in my account so they could suspend every winnings i would make after

Thank you Michael for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Michael.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Oke thanks , i tryed also before by live chat but they simply told me the decision of the financial department stands without even looking at it

Hope it goes better this way 🙂

Thanks for the effort

Dear Michael,

After reviewing your case in detail, we confirm that the cash bonuses were credited automatically as a Christmas Gift (one by mistake), and there was no way for you to decline them. For this reason, we decided to credit back the balance that was removed from your account.

We excuse ourselves for the misunderstanding and hope to see you soon at our casino.

Best Regards

Mark

Casino Manager

CrazePlay Casino

Hello Mark

Great to haar this news im happy with the result as u would expert! Big thanks

Does it take some time to credit it back on my account ?

Because its not there yet

Greet mMikkel

Hello Mark

I cant even login anymore now ? I cant submit country of birth wich is already known by Crazeplay since im fully verified

I would like to inform Casino Guru , the problem is solved my balance credited back and im withdrawing by now big thanks for u guys to help me out 🙂

Also crazeplay thanks for the fair solution , makes me still enjoying the casino wich is great except for that mistake u will see me back 🙂

Hello Michael.

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, Jozef