Craze Play Casino - Печалбите на играча са конфискувани.

Hello

I had winnings confiscated October 2023 by Crazeplay for €1,747.30.

I had been playing their casino fine and without any problems with previous payouts being processed back in September 2023 no bother after passing KYC. But for some reason my last winnings where taken from me with a very vague copy and past response from them about breaching their terms (even though I had played the exact same with previous winnings without trouble)

I tried to email them a couple times about it by they never bothered to get back to me. I cannot login to my account to get screenshots of my gaming history but off the top of my head I was just playing €4 spins

I have included as much of the other information in screenshots.

Edgar

Hello ebergs344,

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 if yes, since when exactly? Is your account currently still open? Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi.

Yes it was verified August 2023. The account is currently locked so I cannot access that, but I have added a screenshot of the last 2 deposits the day before the confiscation along with the email confirming passing verification.

The last time I emailed them was the 19th October asking for an explanation but I never got anything back from them.

Thank you ebergs344 for all the information provided. As we will need more information from the casino regarding this matter, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ebergs344,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Craze Play Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thanks for reaching out to them.

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’ which may negatively affect its rating.

Please note that the player was caught colluding with other players using the same bonus and same betting patterns on same game with another player that has similar details.

Thank you for your response and clarification.

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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’ which may negatively affect its rating.

Greetings all,

I am extending the timer once again while contacting the casino in all possible ways outside the thread.

Looking forward to hearing from the casino soon.

Dear ebergs344,

I was in contact with the casino representative, and they should get back to me.

I am extending the timer for the casino until Friday, and I will write to them again to remind the case. If no one from the casino provides us with relevant details regarding the matter until the current timer expires, the complaint will be closed as unresolved, as was mentioned above.

Let's wait for the casino's response and additional details.

Thank you for your patience and understanding.

Hi Branislav, thank you for the update.

Greetings all,

There is still ongoing communication between me and casino representatives outside the thread, where I am waiting for further details. Some new things were provided. However, I received only clarification, which is insufficient to support the casino's claims and decision.

I am resetting the timer for the casino, waiting for the requested answers and details.

Thank you for your patience and understanding.

Hello.

Thank you for keeping me in the loop, hope it comes to something positive.

we have sent evidence. Waiting for CasinoGuru

Dear ebergs344,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. We would have dug deeper if there was a chance it was unintentional, however, considering altered personal details in at least one other duplicate account, it is definitely not the case here. Under such circumstances, it means you provided us with incomplete/misleading information from the beginning while were fully aware of a breach you committed.

The casino acted in accordance with its terms and conditions, which you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Craze Play Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru