Crazyno Casino - Player’s complaining about overall casino experience.

I would like to report crazyno casino. After playing this casino which never really paid off /i dont care im playing for fun/ I had a very weird experience with them tonight. The games look like they are controlled and my bonus game was blocked. After the chat with the rude agent I asked several times for the contact where I can report them. First I received the answer that the agent did all what he should and he don't see the reason to complain anywhere. I kept asking for the contact so the reply from the customer service was that it's my duty to find out if i want to complain. I would like to escalate this as i think this should be my right to ask and receive the answer from the agent. Despite asking I didn't receive any further information like when i will get the answer about the 'error' what benefit i will get. Then I went to trustpilot and checked all reviews, surprisingly they were all bad. I would like to get all my deposits back and I will just not play this casino. Also would like to investigate their games and if you can ask them nicely to provide basic information to the players as i think the game should be fair and information should be provided. I don't think so that the answer type of it's my duty to find out where to raise complain is ok. Maybe I'm wrong and in Curacao this is just a normal behaviour. 

Dear Zac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding technical glitch. Could you please forward any supporting evidence, such as screenshots videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?

Please clarify on what grounds do you request a refund?

As you can see from all of the information in our review https://casino.guru/crazyno-casino-review, Crazyno Casino is a bad online casino. We don't recommend playing at it and strongly advise you to stay away from it. If you have any supporting evidence or more detailed information that would help to build our case on, please do not hesitate to forward it to me, otherwise, I will be forced to reject your complaint as it’s too general without relevant proofs.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Additional comments from the player:

"Hi please see the conversation with several people from crazyno... I’m not satisfied with outcome their games ale false and the were cheating from the beginning I would like to have a full refund I also contacted curacao game board control but they are not replying at all... also I’m not sure if this casino have a licence to operate in the Uk with UK players."

Dear Zac,

Thank you for forwarding the relevant communication. Please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

And the same principle is applied for the UKGC license - you are working on the UK market, you need to follow the UK law. But if you come to play in Curaçao licensed casino (by your free will and they are not targeting the UK market), you need to follow Curaçao laws.

Unfortunately, in this case, we are not able to help you and you have no right for a refund of your deposits. I can only recommend you to do better research next time and play only in those casinos licensed by UKGC. Please let me know, if there is anything else, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

What you mean curacao rules ha ha? That they will made up that treasure chest must be on the certain lay out if it does not? Or that if I want a.contact for their authority it’s my duty to find the contact? Or which part of this case looks like I didn’t under the rules ? I don’t know why u even bother to reply such a use less email

The information where to address complaints is displayed in the casino’s T&Cs https://crazyno.com/general-terms-conditions/?lang=en:

"The Client may further address their complaints via E-mail to info@gaming-curacao.com."

Could you please advise on what grounds do you claim a refund of all deposits? 

the main concern is definitely manipulation of game terms as it is unacceptable to recieved response like that from several agents. If you will read carefully all the emails which I send it to you it clearly says that that just made up the rule for bonus game and then change their mind .. of course this casino is not trust full also all the reviews on trust pilot says about this issue non stop ... so sad I haven’t seen it before but you not going to do anything about that so thanks for your time just do not say I wasn’t following the rules as it has nothing to do with it I’m surprised you came with this argument... really weird

I'm truly sorry but I'm not aware of accusing you of not following the rules. I simply stated that you have chosen a casino which is not licensed by UKGC. Even if you don't believe it, we are here to help players. Could you please advise on what grounds do you claim a refund of all deposits as your complaint at this stage is too general and unfortunately, close to impossible to confront the casino.

the bonus game which I was playing says to get a bonus I need 3xchest in 1,2,3 reels doesn’t matter on which lay out. Respond from the casino was I’m not eligible to have that bonus as it was out of my pay line. Which in next two emails I finally proved it’s not true.. how they came to this conclusion? How they can just say something what is not true? I do believe they can easily manipulate the tech department and they answers as this should never happen... how I can trust the casino and the games if they just made it up ? Also for simple question I should get simple answer not answer type of it’s my duty to find out the contact for gambling commission in curacao. They done similar things like you. You said you will close the complaint as you do not see anything wrong. They closed my account just because they decided I’m not a good player as I made them aware something doggie is going on in there.. how they can do that? Not like I want to play their casino but I think this query should come from me not from them ? Or it’s totally right to close the account because it’s comfortable for them ?

Please understand that casino has the right to suspend and block any account without further explanation as long as there are no funds being held from players. From the forwarded communication between you and the casino, I understood that an investigation of the bonus rounds has taken place and the ruling came from the game provider and the tech department.

It wasn’t the casino itself who decided that "The chest occurred on payline 29 as per the round ID and you were only betting on 21 paylines with a total bet of 0.21€ so your bonus did not activate as the chest was not on an active payline."

Additionally, the last two deposits (€20 x 2) were refunded to you and then only your account was closed, is that correct? I’m truly sorry, but I still don’t understand why all the deposits should be returned to you.

The following statement was issued by the casino:

"In the meantime I have refunded you last 2 deposits made to Crazyno as a gesture of goodwill from the casino and your account has been permanently closed."

Could you please advise if you’ve received any payments already? Looking forward to hearing from you.

Dear Zac,

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.

hi I’m so surprised why is it so hard to understand if the game should be fair and casino fail so many time why you think I’m not entitled to be refunded ? Don’t get it just give me my money and keep stealing from the other but I’m not 5 years old or blind like you to see that this casino is doggie... let’s come back to the things which I explained you already

- no on the end of the day they refunded only one deposit god know what is with the other but I’m not surprised as this casino is doing what they want completely.

and no they close my account after phone call where the guy saw he can not lie anymore so he get angry.

and no I do not agree with you as I think M*** R*** as a casino manager the highest level of staff should be aware about simple game rule it’s called knowledge that with the bonus doesn’t matter where the chest will be placed no line position needed in this game.

I will be surprised if you will help as it looks like you working with them.

and I still do believe hundred 100 of the money which I paid them should be refunded ...

I’m very sorry that you feel as we’re siding with the casino. Since we’re independent employees and professionals, the only thing we’re trying to do is to help each player accordingly. 

As I mentioned previously, the ruling came from the game provider and the tech department.

The only thing we could try at this stage is recovering your second refund as you claim you've received €20 only. Would you like to proceed this way? If yes, please forward your bank statement where the first refund is visible so we can confront the casino regarding another €20. Thank you very much in advance.

I’m truly sorry, however, could you please forward a statement where all the incoming payments would be visible to prove that you haven’t received the other refund? Thank you very much in advance for your cooperation. 

I haven’t recieved it ... just tell the they prosmised and didn’t paid they know very well ... and no I don’t want to send you my bank statement...

Thank you very much, Zac, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Invite yes

Dear Zac,

I have been informed by a casino representative that your second refund has been sent out and it should reach your account shortly. Also, please bear in mind that the transaction can take up to 30 days to be completed, so a little more patience might be needed.

I'm setting the timer for 14 days. Please let us know once you receive the payment.

Okey they said it the same month ago standard reply, funny how fast they can take deposit but how long it take to pay the money for the customer ,,, I think it says all ... what they said about the fact that they decided to close my account by their own ? And what was the reason ? And that curacao gambling board doesn’t reply at all on non of my emails,, I send them maybe 7 emails and nothing.. I still believe that this casino should have an audit at least and check the slots what they sell ... something is going on in there ... I ask for help another big company so will see

Dear Zac,

According to your conversation with the casino, the payments were sent out on February 4, 2021, therefore it has not yet been 30 days. I’d like to kindly ask you to allow a few more days for the payment to reach your account.

Unfortunately, casinos have the right to close a player’s account at any time without specifying the reason. The casino representative did not comment on this.

Do I understand correctly that you submitted an official complaint with the casino’s Licensing Authority?

Could you please advise if there are any specific issues you have experienced and list the slot games offered by the casino you experienced said issues in?

Yes I did and there is not a reason to continue this conversation... as you didn’t help with anything... the info about the payment I knew before... and the you said anyway that you can’t help with anything else so where is the point... I will wait for the commission. As I do believe all deposit should be returned, staff retrained, games checked ....

Dear Zac,

The reason why we are not able to help you with anything else is that so far you have not described any specific issue we could build your case on, other than the missing payment and your dissatisfaction with the casino’s support agent’s statements.

Could you please advise on what grounds did you submit your complaint with the Licensing Authority?

Dear Zac,

We are extending the timer by 7 days. Please note that in case you’re not willing to cooperate or you don’t reply in the given time frame, we will have to reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.