Craze Play Casino - The player's withdrawal is delayed.

CrazePlay Casino - GAMMIX, been holding me up for almost 4 weeks since my first withdrawal.

I done all of the KYC checks and SOW. I have send them my requested bank statements, my id, my ID60, my company files. Everything I have, I have send them. I keep getting the same response and I reply with all they asked for. I have a balance of over 200.000 euros and a withdrawal standing for 5,000 because that is their weekly limit.

I'm unable to reach out to any of them and live chat keeps saying I need to send a email.

I have send everything to them, that they asked for. This is giving me so much stress and I have been crying almost every single day.

They keep saying:

Thank you for contacting Crazeplay Casino.

Kindly note that the relevant department is still working on your case, please be patient until they complete the revision of your documents and contact you via e-mail. Thank you for your understanding.

If you need any further assistance, please do not hesitate to contact us, our service is available 24/7.

Best Regards,

Alexandra.

Crazeplay Casino Support

This has been going on for 4 weeks.. life changing money for me that.. they just wont pay me out for no reason.. I can't handle this stress anymore i'm so tired

Hello Shirley,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Craze Play Casino. Also please allow me to ask you a few more question before we would try to contact the casino.

Did you use any bonus to accumulate your current winnings? Are these your first withdrawal requests in the casino? When was the last time you contacted the casino and they replied?

Please note that at this high amount of money as winnings, no wonder it takes so long to verify and go through all actions made by you.

Also please send us any evidence or communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer

Regards,

Nick

hi Nick,

not any bonus is used.

last time i contacted is over a week ago.

Thank you SHIRRR for additional information. Could you please advise if the winnings were generated from a Jackpot or not?

All winnings are from playing Live Roulette

Thank you again SHIRRR for the specification. I'll now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello SHIRRR,

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?

Hi Viliam, thank you so much for helping me.

i have no hope left, and they will probably just reply with the same thing they be saying every single time: "Kindly note that the relevant department is still working on your case"

i don't want to hear this from them, so CrazePlay, if you see this. Only reply with what is asked for you to reply with, if you can't reply with anything else then the same line you be telling me for the last weeks, just don't even reply then.

kind regards

Hello,

As the player is quite aware, the account is under review by the relevant department. As soon as we have finished the review we will inform you, however unfortunately at the moment we are unable to give you any time frame for this. We sincerely apologise for any inconvenience caused. 

Thanks,

Richard

It has been ''under review by the relevant department'' for a full week now.

You think that is normal, getting someone in full depression, unable to function normal in life because you just keep me waiting, having panic attacks? Not able to give me a normal estimated time frame? Not even giving me updates by email, not even when recieving requested documents?

As already said, certain reviews take time depending on the complexity of the review.

We will surely keep you updated straight away as soon as we have more information.

Please bear with us a little bit more.

Thank you.

Richard

@CrazePlay ARE YOU GOING TO PAY ME OR NOT????????

Also, they are not RESPONDING to EADR, or the MGA disputes... In 2 months time i only keep getting the same emails.

Dear Shirrr,

Please rest assured that we are indeed replying to the MGA and to all other parties involved and you clearly know that.

Also, at this stage it's useless going back and forth on forums since you already know that sensitive information will be only given to you personally via your email and not on public forums.

However I have no issues in finding the time to reply to you but fo your own safety and interest, details will be given to you only personally as instructed by the regulatory bodies.

In the meantime I wish you a good day!

Richard

You have no respect for the situation at all, Richard.

i hope you are living a good life, eating well with all my money, getting a sallary with the money your company stole from me. Do you feel like a good person?

WHERE IS MY MONEY!???

dear CasinoGURU,

"Please rest assured that we are indeed replying to the MGA and to all other parties involved and you clearly know that."

is a false statement from CrazePlay, they have not responded to EADR MGA complaint at all.

Dear Casino,

do I understand it correctly that you'll not give us an explanation and solution?

Dear Casino Guru,

Unfortunately, we are still waiting for verification process to be complete.

We will adhere to any requests by our regulator in regards to the verification and we will inform the player and Casino Guru accordingly when such information is at hand.

Regards,

Richard

Dear SHIRRR,

we were trying to get some information from the Casino, but unfortunately due to GDPR policy, it wasn't possible. Your case is currently handled by Malta gaming authority, which is a good regulator. You don't need to worry. I need to inform you that sometimes, usually in these Covid times, it could take a longer time to get a response from licensing authority but you can be sure that there will be some decision. This process could take up to 3 months. I know this is a long time for you and we are talking about a lot of money, but I would like to ask you to be patient.

Now I'll mark your complaint as "waiting for the regulator decision", please, let me know when you'll receive some statement from Malta gaming authority. My email: viliam.v@casino.guru

Thank you for understanding and I hope you'll be satisfied at the end of this case.

Dear SHIRRR,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear SHIRRR,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.