Craze Play Casino - Выигрыш игрока был аннулирован.

Deposited 20 euros and used a bonus, implemented it completely and had a lot together. Then yesterday I applied for 800 euros to be paid out and today I received an email that I had violated the terms and conditions because I had placed bets of 4 euros. But I only did that after I had fully wagered the bonus and it was real money. And only a few times. Now the winnings have been deleted and my 20 euros have been credited to my account again. I am aware that during the bonus you can only implement a maximum bid. I didn't bet more than 1-2 euros during the implementation phase either. But don't understand that you can't make higher bets with the winnings after wagering the bonus.

How is it now?

Habe 20 Euro eingezahlt und einen Bonus genutzt, diesen komplett umgesetzt und einiges zusammen gehabt. Habe dann gestern 800 euro zur Auszahlung beantragt und bekam heute eine Email bekommen, dass ich gegen die AGBs verstoßen habe, weil ich wetteinsätze von 4Euro gemacht habe. Was ich aber erst tat, nachdem ich den Bonus komplett umgesetzt hatte und es Echtgeld war. Und auch nur ein paar mal. Jetzt wurden mir die Gewinne gelöscht und mir meine 20Euro wieder gut geschrieben. Mir ist ja bewusst das man während des Bonus umsetzen, ein max. Gebot nur abgeben darf. Habe auch während der umsetzungsphase nicht mehr wie 1 -2 Euro gesetzt. Aber versteh nicht, dassman mit dem Gewinn nach Umsetzung des Bonus, keine höheren Wetten abschließen darf.

Wie ist es denn nun?

What does that mean exactly? So I'm sure I didn't violate the wagering requirements of the bonus.

Was heißt das denn genau? Also ich bin mir sicher das ich die Umsatzbedingungen vom bonus nicht verstoßen habe.

Hello launeland85,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Craze Play Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When exactly did you finish the wagering and how long after that was your balance confiscated? Did you speak to the casino regarding this issue and if yes, what was their respond?

Looking forward to your answer.

Regards,

Nick

Here you can see when the winnings were canceled and your payouts were also canceled at the same time

Hier sieht man wann die Gewinne storniert wurden und auch dir Auszahlungen wurden gleichzeitig storniert

I also have a question, what would have been right now? You play the bonus and convert it and then you have a balance of a few hundred euros. Then you can only withdraw a certain amount and what about the rest? Gamble or do you have to make another deposit despite having credit?

Ich hätte da auch mal eine Frage, was wäre denn jetzt richtig gewesen? Man spielt den Bonus und setzt diesen um und hat dann halt ein Guthaben mit paar hundert Euro. Dann darf man nur eine bestimmte Summe abheben und was ist mit dem Rest? Verzocken oder muss man dann trotz Guthaben, nochmal eine Einzahlung tätigen?

Hello launeland85,

In case a bonus you used had a maximum win limit, the casino should void the rest of the balance and leave you with the amount you can withdraw.

Can you please forward your full betting history from the time you had the bonus active?

So I've scrolled down my history for what feels like 3 hours now, but can't get there when the bonus was active. Only what my assignments were afterwards and at some point I keep getting thrown out and have to log in again. Also very funny I think. Already asked via email. Can you show me the over betting violation? Nothing came.

So habe jetzt gefühlt 3 Stunden meine Historie runtergescrollt, aber komme nicht bis dahin, als der Bonus aktiv war. Nur das was danach meine Einsätze waren und irgendwann werde ich immer wieder raus geschmissen und muss mich neu einloggen. Auch sehr komisch wie ich finde. Hatte ja auch schon per Mail gefragt. Ob Sie mir den Verstoß mit dem zu hohen Wetteinsatz zeigen können. Kam ja auch nichts.

Thank you launeland85 for all the information. We will try to get more information from the casino if there is no other way to provide it. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello launeland85,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.

I would like to ask the representatives of Craze Play Casino to join the discussion in order to help us resolve the issue.

Craze Play Casino,

Could you explain at which point launeland85's bet exceeded the amount 4€? Was it before or after the wagering of the bonus was complete?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Tomas,

I am hereby attaching proof that the player placed €30 bets during bonus wagering.

Regards,

Richard - CrazePlay Casino

So I would now like to have a look at the betting process myself, but I just can't make it to 12.07. Scrolled to watch closely. I am very sure that I only placed bets with 30 euros after fulfilling the bonus. And this is about buying free spins. They didn't even really make a profit. In addition, I am on 12.7. At 12:17, almost the first time a payout had been requested. So it would be very nice to not only get the betting progress here as an excerpt, but perhaps as a whole or It cannot be clarified now. Whether the bonus has already been implemented or not.

Also ich hätte jetzt gerne auch nochmal selbst geschaut im wettverlauf, doch ich komme einfach nicht bis zum 12.07. Gescrollt um genau zuschauen. Ich bin mir sehr sicher dass ich erst nach erfüllung des bonuses Wetten plaziert habe mit 30 Euro. Und dabei handelt es sich um den Kauf von freispielen. Die ja nicht mal wirklich Gewinn gebracht haben. Dazu kommt das ich am 12.7. Um 12.17uhr schon fas erste mal eine Auszahlung angefordert hatte. Es wäre also sehr schön den wettverlauf nicht nur hier als Ausschnitt zu bekommen, sondern vielleicht im ganzen bzw. So lässt sich jetzt sich nicht klären. Ob der bonus schon umgesetzt war oder nicht.

Hello all,

I briefly tested the game in Big Bass Splash in free mode and there are 2 possibilities for how the bet of 30€ could have occurred.

1. When I set my bet to 0.30€ per spin, there was the following offer of free spins: 10 free spins for 30€ which comes down to 3€ per spin.
2. There is an option to set the bet to 30€

In the first option, we wouldn't consider the max bet to be breached.

CrazePlay Casino,

Could you provide us with a more complete game history of launeland85's gameplay during the time the bonus was active? Please send it to my email address at tomas@casino.guru so I can review it. Much appreciated!

Dear Tomas,

Please note that our Terms state that bonus buys or features will count as a total bet since the buy/feature happen within one bet placed from the player

Please review the current term in our bonus terms and conditions.

2.10. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80.

Regards,

Richard - CrazePlay Casino

Hello all,

Thanks for pointing that out, Richard. We understand your point of view.

Please understand that we want to make a correct decision regarding the case and therefore we need to see the full picture of the situation. I would like to ask you again to provide us with the game history of launeland85's gameplay during the time the bonus was active. Please provide it to us at your earliest convenience. Please send it to my email address at tomas@casino.guru so I can review it. Much appreciated!

I just tried again myself, but I just can't get to the entire betting history list. Unfortunately.

Ich habe ebend selbst nochmal versucht, aber ich komme einfach nicht an die gesamte wettverlaufliste. Leider.

Hi Tomas,

Bet history sent to email address.

Regards,

Richard

If I could also email the progress, that would be nice.

Dürfte ich bitte auch den Verlauf per Mail bekommen, das wäre nett.

Hello launeland85,

I am sorry for the late reply.

It's in our company policy to not share documents the casino provides, I hope you understand. Feel free to request your game history from the casino, via their support.

We investigated the game history provided by the casino representative and after internal discussion, we contacted the casino and are awaiting their reply. Please be patient.

Hello Tomas. Thanks for this answer. Yes, I have asked the support several times to send me the history and according to livechat, the request is also in the system there and I should be patient. But I think that's just stalling. Unfortunately, especially since I still can't see the complete betting progress in my profile. I can only come until July 13th. Scrolled, then it doesn't load anymore or I get logged out.

I find the whole situation very sad

Hallo Tomas. Danke für diese Antwort. Ja der Support wurde von mir schon mehrfach gebeten mir den Verlauf zu schicken und laut livechat ist die Anfrage dort auch im System und ich sollte Geduld haben. Aber ich denke das ist nur hinhalterei. Leider, zumal ich immer noch nicht selbst in meinem Profil den wettverlauf komplett einsehen kann. Ich komme nur bis zum 13.7. Gescrollt, dann lädt es nicht weiter oder ich werde ausgeloggt.

Ich finde die ganze Situation sehr traurig

Dear Launeland84,

We are glad to inform you that we have reconsidered your claims and decided to close an eye on the bets played during the features of the games.

Further then that we are pleased to award you the maximum cash out amount of €200 in cash to your account which is the maximum cash out available with your deposit and bonus.

You are free to withdraw the amount or try your luck on your favourite games with it.

Wishing you all the luck and congratulations on your winning.

Regards,

Richard

Hello all,

Thanks to Craze Play Casino for the reply and cooperation and great news.

Dear Launeland84,

If you wish to withdraw the winnings from the bonus let us know and we'll close the complaint after your withdrawal is successful. If you wish to play your winnings, we'll close the complaint right away.

Hi.

Thank you very much that we were able to clarify the whole thing without any hassle. Big thanks to you Tomas and also to the casino. I gambled away the money and tried my luck again with a deposit. Many Thanks

Hallo.

Vielen lieben Dank, dass wir das ganze doch noch ohne Ärger klären konnten. Großes Dank an dich Tomas und auch ans Casino. Ich habe das Geld verspielt und auch schon wieder mein Glück mit einzahlung versucht. Vielen dank

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.