Craze Play Casino - Der Spieler wurde beschuldigt, eingeschränkte Spiele gespielt zu haben, und Gewinne wurden beschlagnahmt.

I played at the casino. At first I had bonus credit. However, I have implemented this so often that it has been converted into cash credits.

After I requested a payout of € 500 twice, I received an email (all in English) that I had broken any rules and that the winnings were deleted.

I have not yet received an answer to multiple questions I have violated.

Ich habe bei dem Casino gespielt. Zuerst hatte ich Bonus Guthaben. Diese habe ich jedoch so oft umgesetzt, dass es in Cash Guthaben umgesetzt wurde.

Nachdem ich 2 mal jeweils eine Auszahlung in Höhe von 500 € angefordert habe bekam ich eine Email (alles auf Englisch) das ich gegen irgendwelche Regeln verstoßen hätte und das der Gewinn gelöscht wurde.

Auf mehrfachen Nachfragen wogegen ich verstoßen habe, habe ich bisher keine Antwort erhalten.

Dear Kristina,

Thank you very much for submitting your complaint and forwarding the screenshot. I’m sorry to hear about your problem. Based on the forwarded information, it looks as you’ve played restricted games while wagering the bonus. I have checked promotional terms and conditions, and I found a list of games which are prohibited for bonus play:

https://www.crazeplay.com/bonus-terms

"If a player plays these games while wagering a bonus, the bets placed on these slot games will be subtracted from the player’s real money balance (if available) and they will not contribute towards wagering fulfilment of the pending bonus. Playing bonus funds on such games is prohibited and could lead to all winnings from that promotion being confiscated."

If your account is still accessible, could you please forward me your game history? My email address is 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

Hi,

Many thanks for your help.

Unfortunately, I cannot tell you whether I played a restricted game, because you cannot remember all of these games and, for example, you cannot play these games in other casinos with bonus money.

Nevertheless, in this case I would simply have liked feedback and an explanation of the casino. They just ignore you and don't answer at all. The 1000 euros were removed and I have my paid 50 euros back into the account. I also cannot withdraw these because I do not want to play in this casino anymore.

The account is still open but no real gameplay is visible. I will add two more screenshots of what I found.

thank you very much

Hallo,

Viele Dank für Ihre Hilfe.

Ich kann Ihnen leider auch nicht sagen, ob ich ein eingeschränktes Spiel gespielt habe, da man sich diese Spiele ja nicht alle merken kann und man z.B. in anderen Casinis diese Spiele einfach nicht spielen kann mit Bonusgeld.

Trotzdem hätte ich mir in diesen Fall einfach eine Rückmeldung und Erklärung des Casinis gewünscht. Die ignorieren einen einfach und antworten gar nicht. Die 1000 Euro wurden ja entfernt und ich habe wieder meine eingezahlten 50 Euro auf den Konto . Auch diese kann ich nicht auszahlen lassen, da ich in diesem Casino nicht mehr spielen will.

Das Konto ist noch offen aber kein richtiger Spielverlauf mehr sichtbar. Ich füge Ihnen nochmal 2 Screenshots bei von dem was ich gefunden habe.

Herzlichen Dank

Dear Kristina,

Thank you very much for your quick reply. I have checked promotional terms and conditions, and the slot machine Legacy of Dead is listed between restricted games for bonus play.

We would like to see casinos implementing systems that would prevent players from playing restricted games, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to play a restricted game, and, as a result, you breached the rule.

Sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Could you please advise if you’ve succeeded to withdraw your original deposit? Thank you.

Dear Kristina,

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.

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

The player can reopen this complaint anytime.