Crazyno Casino - Player’s winnings have been confiscated.

Casinono is refusing to pay out winnings, I have completed all bonus wagering requirements and was consistently checking with the online staff on the day to make sure I was able to withdraw and they assured me I had meet the wagering limits and that I would lose my bonus money but was able to withdraw the 1894.99, now the casino is saying I have broken rules and they took all the money out of my account. I have emailed them and they say there looking into this matter but I haven’t heard back from them now please can you help me get my winnings

Dear Kirsty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your winnings have been cancelled?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The bonus was given to me in live chat so I deposited and they gave me 100% match, I had a email which I had to state a word to the live chat people which I had deleted the email so I asked if I could still have the bonus and they gave me the bonus still anyways. They are saying I violate the bonus terms and conditions. I have emailed them and they said they was looking into my case but I haven’t heard back from them in weeks and now after reading other peoples reviews it seems I am not the only person this has happened to. I can’t even find these terms and conditions on the website they are talking about so they are not very clear to what you can and can’t use bonus money for and I don’t even think I used the bonus money as they use your own money you deposit first.

Thank you, Kirsty, for your reply. Do I understand correctly that the casino never specified which exact bonus rule has been breached?

They said I bet over the €10 a spin limit. but I brought a bonus feature on the €1 a spin game, which they are saying is breaking the rules. That’s what the guy on the phone told me.

Thank you very much, Kirsty, for your reply. I have checked general bonus terms and conditions, and this is what I found https://crazyno.com/bonus-terms/?lang=en:

„The maximum bet per game round when playing with a bonus is €10 until the wagering requirements of the bonus have been met. Some games also have a Gamble feature where each win in the game can be used to gamble for a higher win. The Gamble feature is not allowed to be used while playing with bonus money."

Are you aware of placing a single bet greater than €10 while completing bonus wagering requirements, or using a Gamble feature? Ideally, could you please forward your game history? 

Hi I wasn’t aware of this until the man on the phone told me about it, I didn’t bet over €10 a spin or use the gamble feature after a win. I purchased the bonus round which he said is breaking the rules to which I didn’t know u couldn’t do that either. I can’t get the history up either as it’s past the 30 days now. I just had a look on the web site the game is called chilli pop and the bonus round is called a buy feature if that helps.

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

Hi is someone still helping me with my case?

Hello Kirsty.

I am sorry for a delayed answer. We are a little swamped with complaints after the holidays.

In your case, the problem is that the game features are forbidden completely.

But still, I would like to invite the casino representative into the case.

Maybe we can look into your game log and identify the problem.

We would like to ask the Crazyno Casino to reply to this complaint. We are extending the timer by 7 days. 

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.