Crazy Star Casino - Player’s struggling to withdraw her winnings.

Cannot withdraw using any payment platform, have tried MasterCard, AdvCash and Perfect Money, message says cannot withdraw from my country. Contacted company by email and chat service, keep getting hold to try again or issue not yet resolved, when I ask when it will be sorted the chat services closes immediately and says they are closed. It was a free bonus but I wagered the full amount expected. As yet no contact from there customer services or my account manager who would normally call me.

Dear Alinic42,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise which exact bonus you have activated and played?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Alinic42, for your reply. I have checked the general bonus terms and conditions, and this is what I found https://crazystar.com/en/rules:

"All winnings are deposited to your bonus balance and cannot be withdrawn until the conditions for wagering the bonus 70x, 35x are fulfilled, depending on the type of bonus. The bonus itself cannot also be withdrawn until the bonus wagering is completed. In some cases, the bonus is not removable, which means that it cannot be withdrawn even after wagering. The casino can set the maximum bonus amount for free spins and interest on deposit, in particular, winnings from gift spins cannot exceed 1,000 EUR."

Could you please advise if you have received an email along with the promotional offer stating how much will be the maximum cash-out once you complete the wagering requirements? I'm suggesting that you're experiencing difficulties withdrawing your winnings from the €50 Free Chip simply because you requested a payment greater than the maximum available cash-out. Looking forward to hearing from you.

Hi, for withdrawal you are not allowed to withdraw less €150 or more than €500.

I was offered the bonus by email, which was typed by the account manager. There was no other terms stated and she has not responded to any emails since my issue began.

Also at no point has customer services or the payments team advised this and the message on system states I cannot withdraw due to a country issue yet I have been able deposit and withdraw previously. They stopped accepting my deposits also as you can see. This is a blatant attempt to not pay out.

I am unable to upload as your system will not accept it so I have emailed the proof.

Thank you very much, Alinic42, for providing all the necessary information via email. 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.

Hello Alinic42,

I looked at your complaint and will do my best to help you. I would like to invite Crazy Star Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi, please close my complaint- this is just all too stressful and I’ve had enough. I will be leaving a review to warn people not to use their site as being treated like this when I’m not at fault is terrible. I have contacted them time after time and they have clearly blocked the payment. Its just too much to deal with, their rating needs to be lowered. Thank you for your help.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified per the player's request. Sorry, we were not able to help you with this one, but 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.