Craze Play Casino - Играчът критикува практиките на отговорни игри.

Hi. I set a game limit on the account of 250 euros / day and month. But I could still deposit significantly more and since I have a gambling addiction, it soon escalated. And lost over 40,000 kronor and then went to the chat and questioned why no one stopped me and they then claim that no limit was set?

And if I look at the account, there is no one. Later that evening I try to set a new limit but then error technical problem arises. Have sent an email about a possible refund but they can do nothing?

In addition, I managed to deposit 2500 euros instead of 2500 sek which I requested payment for and I get no answer about when payment can take place.

Hej. Jag satte en spelgräns på kontot om 250 euro/day and month. Men jag kunde ändå sätta in betydligt mer och eftersom jag har ett spelberoende eskalerade det snart. Och spelade bort över 40 000 kronor och gick då till chatten och ifrågasatte varför ingen stoppade mig och de påstår då att ingen gräns satts?

Och kollar jag på kontot finns ingen. Senare samma kväll försöker jag sätta ny gräns men då kommer error tekniskt problem upp. Har skickat mail om ev återbetalning men de kan inget göra?

Dessutom så lyckades jag sätta in 2500 euro istället för 2500 sek som jag begärt utbetalning på och jag får inget svar om när utbetalning kan ske.

Dear Asta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested limits? My email address is petronela.k@casino.guru. Which exact limits were they, deposit, or net loss?

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

Hello

I figured I could deposit 5760 euros in one afternoon. Then a deposit was 2500 euros (pressed a zero too much and immediately asked for a withdrawal of 2000 euros)

I have sent all info via email.

Regards Asta

Hej

Jag räknade ut att jag kunde sätta in 5760 euro på en eftermiddag. Då var en insättning på 2500 euro (tryckte en nolla för mycket och bad direkt om ett uttag på 2000 euro)

Jag har skickat all info via mail.

Hälsningar Asta

Thank you very much, Asta, for your emails. I understood that the last withdrawal has been approved now and depending on your payment method should reach you within 3-7 business days. Furthermore, your account has been blocked now due to responsible gaming. 

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.

However, please bear in mind that without supporting evidence and solid proof that you’ve set up deposit limits it will be difficult to negotiate a refund of your deposited funds. 

Hello

I understand that it will be "difficult" to win this case. Just want the casino to also take its responsibility for "resonible gambling"

I set a limit (I thought) and when the chat then says I did not. Then I tell him that I have gambling problems and need restrictions and I ask for help. I try again to set limits but do not succeed. Sends emails where I write that I have problems setting limits and asking for help. But no one helps me and I can keep playing.

Then when I write the whole sum and think that they also made a mistake. Then I turn it off and then they refer it to resonable gambling.

Of course, I understand that it is my own responsibility how much money I waste.

I have learned a lesson and hopefully the casino will learn something.

I'm grateful I'm getting help // Asta

Hej

Jag förstår att det blir "svårt" att vinna detta fallet. Vill bara att casinot också tar sitt ansvar för "resonible gambling"

Jag satte en limits (trodde jag) och när chatten då säger att jag inte gjort det. Då berättar jag att jag har spelproblem och behöver begränsningar och jag ber om hjälp. Jag försöker igen sätta limits men lyckas inte. Skickar mail där jag skriver att jag har problem med att sätta begränsning och ber om hjälp. Men ingen hjälper mig och jag kan fortsätta spela.

Sen när jag skriver hela summan och tycker att dom också gjort fel. Då stängs jag av och då hänvisar dom det till resonable gambling.

Förstår såklart att det är ett egetansvar hur mycket pengar jag spelar bort med.

Jag har lärt mig en läxa och förhoppningsvis lär sig casinot något med.

Jag är tacksam att jag får hjälp// Asta

Dear Asta,

I have looked at your complaint as well as the forwarded e-mails and I understand the situation. I’m sorry to hear about your unfortunate experience. I’ll try my best to resolve the issue.

I would like to invite Craze Play Casino to participate in the resolution of this complaint.

Dear Craze Play Casino,

Could you please comment on Asta’s complaint and clarify the situation?

Hello Asta, Andrej,

I would like to start by assuring the player that we take responsible gaming very seriously. One very small proof of this is the fact that a player is automatically redirected to the limits screen as soon as the account is activated, however, the player did not set up any limits after activation.

As for the deposit of €2,500 by mistake, please note that you were successfully repaid the extra amount without any complications at all, so not sure what is the problem there exactly.

Further to your limit settings, please note that you set a monthly deposit limit of €250 on 2nd February 2021 at 13:04 which was successfully saved into your account. Please see screenshot of your settings below.

As you can see when your limit was set it says "prev. none" that means "previously was none" so you have never set your limits before.

Hope that this clears up the situation.

However, please do let us know if you need any help in tackling your gambling addiction as we can refer you to specialized agencies to help you out.

Regards,

Richard

Hi.

I set a limit (I thought. But it did not exist then) asked for help both in chat and via email. Said I needed restrictions. Tried several times. Took 2 printscreen where they say it did not work. Finally the next day I managed to set a limit.

Only when I pointed out how much money I deposited in one day 5760 euros did I get help. Then with the fact that they closed the account due to resonable gambling?

I think they should have paid attention to so many deposits. On the one hand, it should put a stop to me when I tell in the chat that I need restrictions.

Sincerely

Asta

Hej.

Jag satte en gräns (trodde jag. Men den fanns ju inte sen) bad om hjälp både i chat och via mail. Sa att jag behövde begränsningar. Försökte flera gånger. Tog 2 printscreen där de står att det inte gick. Till slut dagen efter lyckades jag sätta en gräns.

Först när jag påpekade hur mycket pengar jag satt in på en dag 5760 euro fick jag hjälp. Då med att de stängde kontot med anledning av resonable gambling?

Jag tycker dom borde dels ha uppmärksammat så många insättningar. Dels borde satt stopp för mig när jag berättar i chatten att jag behöver begränsningar.

Med vänlig hälsning

Asta

Dear Asta, Casino Guru

From the screenshots below you can see that the first communication with our support was done on the 02.03.2021 at 01:46 when you required assistance from support to set your limits.

Your limits where eventually set on the same day (02.03.2021 at 13:04) as my previous screenshot shows.

Your last deposit was on 02.03.2021 at 00:13. There was no further deposits after your communication with support and after setting your limits.

Your one and only chat session with our live support team was on the 02.03.2021 at 10:24 and was related to your pending withdrawal and you have never mentioned that you have issues in setting up your limits.

Your gambling and deposit pattern was also studied and calculated on 01.03.2021 at 15:10 and your sustainability of your deposits was perfectly inline. (will not be posting screenshots for security purposes of course)

I have presented to you all the evidence and I don't have anything much more to add after this unfortunately.

Regards,

Richard

Hello

My first email was sent to you 1 March 20.07 and one to 1 March 21.03 and before 20.07 I talked to a girl in the chat. And I made several deposits after that. In both emails I write that I need restrictions on my account.

Sincerely

Asta.

Hej

Mitt första mail skickades till er 1 mars 20.07 och ett till 1 mars 21.03 och före kl.20.07 pratade jag med en tjej i chatten. Och jag gjorde flera insättningar efter det. I båda mailen skriver jag att jag behöver begränsningar på mitt konto.

Med vänlig hälsning

Asta.

Dear Craze Play Casino,

In her initial post in this complaint thread, Asta mentions that on March 1st, 2021, she tried setting a deposit limit in her account and was unsuccessful due to an error (a ‘System error’ message popped up when trying to set the limit). Is there a chance that a similar error occurred when she tried setting the limit the first time?

Hi Andrej

Do not know if you received my emails. Sent to petronela yesterday?

Craze play casino writes that my first contact with them was March 2, 01.46. And that I did not make any deposits after that. My first email contact with them was March 1 at 20.07 and then 21.03. Before my first email, I talked to a girl in the chat. Both in the chat and in both my emails I write that I have gambling problems and need restrictions. (The emails are sent to petronella) and after these emails I could still deposit 250 euros?

Sincerely

Asta

Hej Andrej

Vet inte om du fått mina mail. Skickade till petronela igår?

Craze play casino skriver att min första kontakt med dom var 2 mars 01.46. Och att jag därefter inte gjorde några insättningar. Min första mailkontakt med dom var 1 mars kl 20.07 och sen 21.03. Före mitt första mail pratade jag med en tjej I chatten. Både i chatten och i bägge mina mail skriver jag att jag har spelproblem och behöver begränsningar. (Mailen är skickade till petronella) och efter dessa mailen kunde jag ändå sätta in 250 euro?

Med vänlig hälsning

Asta

Hello

I responded to an email on my withdrawal request. When they wrote that they had received my withdrawal request, I replied to that email. I did not receive an error message that the email did not arrive? Do they not have that email too? It does not say anywhere in that email that it is a no replay email? Do you want a copy of it?

Sincerely

Asta

Hej

Jag svarade på ett mail på min uttagsbegäran. När de skrev att de fått min uttagsbegäran så svarade jag på det mailet. Jag fick inget felmeddelande om att inte mailet kommit fram? Har dom inte den mailen också? Det står ju ingenstans i det mailet att det är ett no replay mail? Vill du ha kopia på det med?

Med vänlig hälsning

Asta

Unfortunately we have not received any email in regards as my posted screenshot records clearly shows.

The withdrawal email you are mentioning is a transactional system email and not a human generated one.

24/7 support emails, 24/7 live chat support and other helping contact information are clearly shown and available through out the site with even a dedicated Responsable Gambling page that also has a calculator which helps you determine if you are in control of your deposits and other helpful information together with help email address.

https://www.crazeplay.com/responsible-gaming

You had all the means and information available on the site at anytime you wanted to. Opening a complaint in here to try to get your money back by claiming responsable gaming is definitely bad practice and defamatory.

I am sorry for this situation but unfortunately there is nothing else we can do about this case and anything else that I write here from now onwards will be a repetition of what I have already said in my previous replies.

Regards,

Richard

I'm sorry about the whole situation. I did not even know that I tried to get in touch with you via the wrong email.

What I thought was that I "had" to deposit a lot of money on an EM without anyone reacting. I talked to a girl in the chat before 20.07 on March 1 and then I sent 2 emails to apparently the wrong address. How could I know that?

Regardless, it's a sad event.

You make it sound like I did this on purpose to be able to get all my money back. If you read all my messages, I want you casinos to take responsibility for resonible gambling. Which I do not think you have done when someone is allowed to deposit 5760 euros. That is just over 2 monthly salaries.

Think your tone is very dull.

Regards Asta

Jag är ledsen över hela situationen. Att jag försökt få kontakt med er via fel mail visste jag inte ens om.

Det jag tyckte var att jag "fick" sätta in mycket pengar på en em utan att någon reagerade. Jag pratade med en tjej I chatten före 20.07 den 1 mars och sen skickade jag 2 mail till tydligen fel adress. Hur skulle jag kunna veta det?

Oavsett så är det en tråkig händelse.

Ni får det till att låta att jag gjort detta med flit för att kunna få tillbaka alla mina pengar. Om ni läser alla mina meddelanden så vill jag att även ni casinon tar ansvar för resonible gambling. Vilket jag inte tycker ni gjort när någon får sätta in 5760 euro. Det är ju drygt 2 månadslöner.

Tycker er ton är väldigt tråkig.

Hälsningar Asta

Dear Asta,

Unfortunately, without any evidence proving that you had your deposit limits set prior to March 1st, 2021, and based on the casino representative’s statements, we are not able to proceed with this case and we are forced to reject your complaint. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.