Crazy Fox Casino - Играчът е недоволен от цялостното казино изживяване.

Good evening, I play in this casino for almost no time, occasionally I have lost a lot of money in total at about 3 thousand. In my first withdrawal request at 400 euros, the money was sent to me normally. in a second attempt to make a withdrawal at 1300 euros they asked me for a permanent residence document I sent them a bill which they did not accept because it was not in English and I had to pay a notary to convert me to the document which I did not do because I played the money and I lost them. How did they make my first withdrawal normally? This is secondary, although I believe that if they provide services in Greece, they should accept Greek documents, otherwise for me they are not legal. let's go to the main issue this casino has a refund as a bonus from the previous losses of the previous day up to 20%. while I was in a game with my own money and I won in free spins 310 euros about the previous day's bonus of 20 euros pops up and binds my money in a restriction on withdrawal of only 80 euros. I delete the bonus and you deduct 250 euros from my account from the profit I was playing with my own money I did not use the bonus. I talked to them and they told me that they won by using a bonus after many messages they finally returned 50 euros back to me form of bonus .when I have an active bonus the specific game of play an go does not allow me to play because I have an active bonus and I send it to them in a screenshot to prove to them that I could not win if I had a bonus because it does not allow me to enter the game this, with active bonuses.

καλησπερα παιζω στον εν λογο καζινο περιπου κανενα χρονο περιστασιακα εχω χασει αρκετα χρηματα συνολικα περιπου στα 3 χιλιαρικα. στην πρωτη μου αιτηση ανα΄ληψης στα 400 ευρω μου σταλθηκαν κανονικα τα χρηματα . σε δευτερη προσπαθεια να κανω καποια αναληψη στα 1300 ευρω μου ζητησανε εγγραφο μονιμης κατοικιας τους εστειλα λογαριασμο δεη το οποιο δεν το δεχτηκανε διοτι δεν ηταν στα αγγλικα και επρεπε να πληρωσω συμβολαιογραφο για να με κανει μετατροπη στο εγγραφο το οποιο δεν εκανα γιατι επαιξα τα χρηματα και τα εχασα.πως μου κανανε την πρωτη αναληψη κανονικα ? παει αυτο ειναι στα δευτερευων αν και πιστευω οτι εφοσων παρεχουν υπηρεσιες στην ελλαδα θα πρεπει να δεχονται ελληνικα εγγραφα αλλιως για μενα δεν ειναι νομιμοι. παμε στο κυριως θεμα το εν λογο καζινο εχει μια επιστροφη χρηματων σαν μπονους απο τα προηγουμενα χαμενα της προηγουμενης ημερας εως 20%. ενω βρισκομουν σε παιχνιδι μεσα με δικα μου χρηματα και κερδισα σε δωρεαν περιστροφες 310 ευρω περιπου μου σκαει το μπονους της προηγουμενης ημερας 20 ευρω και μου δεσμευει τα χρηματα σε περιορισμο σε αναληψημα μονο τα 80 ευρω . σβηνω το μπονους και μου αφερουντε 250 ευρω απο το λογαριασμο μου απο το κερδος που επαιζα με τα δικα μου χρηματα δεν εκανα χρηση του μπονους.μιλησα μαζι τους και μου λενε οτι κερδιθηκαν με χρηση μπονους μετα απο πολλα μυνηματα μου επαναφερανε τελικα 50 ευρω ξανα σε μορφη μπονους .οταν εχω ενεργο μπονους το συγγεκριμενο παιχνιδι της play an go δεν μου επιτρεπει να παιξω γιατι εχω ενεργο μπονους και τους το στελνω σε screenshot για να τους αποδειξω οτι δεν θα μπορουσα να κερδισω αν ειχα μπονους διοτι δεν μου επιτρεπει την εισοδο στο παιχνιδι αυτο, με ενεργο μπονους.

Dear georgios,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. This is a very complex complaint, but I will do my best, and hopefully, address all your concerns, so let’s start with the translated documents. Casinos can require translated notarized documents if they aren’t able to process them in your native language. This casino even has it mentioned in the T&Cs, so if you haven’t provided those documents yet, I would recommend you to do so or try to ask for alternative options:

„In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents."

In addition to this, some casinos allow players to request withdrawals of smaller amounts without providing documents, but sooner or later players must verify their identity. The verification is usually required with the second withdrawal, or in case the player requests the withdrawal of a larger amount.

Lastly, I believe you are experiencing a problem with playing a preferred game while having an active bonus (hopefully, I understood the issue correctly, please let me know if this is not the case). Please note, the casino shares all the relevant information about their bonuses on the website. You can find the list of restricted games here:

https://www.crazyfox.com/bonus-terms-and-conditions

Unfortunately, if you are being blocked from accessing some games, you will have to play with the bonus only on those games, which are allowed, and there is nothing we could do here. From your screenshot, it seems that games are blocked by the game provider or the casino automatically.

Please let me know if there is anything else, I could do for you, or if I overlooked/misunderstood something.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Georgios,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Additional comments from Georgios:

"Good morning and thank you for your effort to solve some of my problems. My main issue As I mentioned to you In my first message is that while playing with my own money without any use of bonuses specifically in my game legacy of dead of my play and Go Someone took out free spins bonus rounds there gave me a profit of around 300 euros at the end of the free spins I received a notification that I received a return bonus of 20 euros from the day before my deposit and it automatically binds me limits my winnings I spoke together I explained to them that the winnings were taken with my own money and not with the use of the bonus because I can not use the bonus in the specific game of play and Go because as I sent you the screenshot when I have a bonus in my account does not even allow me to open the game as at the end of the free spin I could not continue the game I had to close it and so it happened but we Almost all of the money from the bonus return I say I did not use it at all As soon as I left the game I deleted the bonus without having played at all from it and I was deducted 250 euros from my account plus the 20 euros bonus . But they insist that I used the bonus. I was trying to reply to ling via the email you replied to me but I could not be told to log in while I clicked on ling "

Additional comments from Georgios:

"καλημέρα και ευχαριστώ για την προσπάθειά σας να επιλύσετε κάποια από τα προβλήματά μου. Το βασικό μου θέμα Όπως σας ανέφερα Στο πρώτο μήνυμα μου είναι ότι ενώ έπαιζα με δικά μου χρήματα χωρίς κάποια χρήση μπόνους συγκεκριμένα στο παιχνίδι legacy of dead της play and Go μου έβγαλε κάποιος γύρους μπόνους free spins εκεί μου έδωσε γύρω στα 300 ευρώ κέρδος τελειώνοντας τα free spins μου ρχεται ειδοποίηση το καμπανάκι ότι έλαβα ένα μπόνους επιστροφής των 20 ευρώ από την προηγούμενη μέρα των καταθέσεων μου και αυτομάτως μου δεσμεύει περιορίζει τα χρήματα του κέρδους μου Μίλησα μαζί τους και τους εξήγησα ότι το κέρδος πάρθηκε με χρήματα δικά μου και όχι με χρήση του μπόνους διότι δεν μπορώ να κάνω χρήση του μπόνους στο συγκεκριμένο παιχνίδι της play and Go διότι όπως σας έστειλα και το screenshot όταν έχω μπόνους στο λογαριασμό μου δεν μου επιτρέπει καν να ανοίξω το παιχνίδι όπως και με το τέλος του free spin δεν μπορούσα να συνεχίσω το παιχνίδι έπρεπε να το κλείσω και έτσι έγινε αλλά δεσμεύτηκε σχεδόν όλο το μέρος των χρημάτων από την επιστροφή του μπόνους το οποίο λέω δεν το χρησιμοποίησα καθόλου Μόλις βγήκα από το παιχνίδι το διέγραψα το μπόνους χωρίς να έχω παίξει καθόλου από αυτό και μου αφαιρέθηκαν 250 ευρώ από το λογαριασμό μου συν τα 20 ευρώ του μπόνους. Επιμενουν ομως οτι χρησιμοποιησα το μπονους . Προσπαθουσα να απαντησω στο ling μεσω του email που μου ειχατε απαντησει αλλα δεν μπορουσα μου ελεγε να συνδεθω ενω πατησα πανω στο ling"

Thank you very much, Georgios for providing more information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by submitting new complaints. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. 

Hi Georgios,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Crazy Fox Casino to the conversation to participate in the resolution of this complaint.

thanks for trying to find a solution. for my part I tried through live chat to get some edge unfortunately without any result. Then I started talking to an Elisabeth VIP Manager via email. but even there I was not justified and I wonder what is the legality of each casino towards a customer who deposited their money? does he have such rights? the events are all recorded electronically to the slightest action and it is obvious in my case that I am right as I mentioned in the previous messages I am waiting for a solution

ευχαριστω για την προσπαθεια να βρουμε μια λυση . απο μεριας μου προσπαθησα μεσω του live chat να βγαλω καποια ακρη δυστηχως χωρις κανενα αποτελεσμα. Στην συνεχεια αρχισα να μιλαω μεσω email με καποια Elisabeth VIP Manager . αλλα και εκει δεν δικαιωθηκα και αναρωτιεμαι ποια ειναι η νομιμοτητα του καθε καζινο απεναντι σε εναν πελατη που τους καταθετη χρηματα? εχει τετοια δικαιωματα ? τα συμβαντα ειναι ολα καταγεγραμενα ηλεκτρονικα μεχρι η παραμικρη ενεργεια και ειναι ολοφανερο στην περιπτωση μου οτι εχω δικιο οπως προανεφερα στα προηγουμενα μυνηματα περιμενω σε καποια λυση

Dear Casino Guru Team,

We have presented all the evidence and wait for your reply regarding this case.

Also, I want to mention that every player, can refuse from bonuses and georgios could refuse from the cashback if he did not want to receive it. In addition, in the cashback terms and conditions, there is an accurate time, when cashback credits.

Also, we have provided screenshots and bets history where you can see that the winning bet was with the bonus. Obviously, after georgios cancelled the bonus, winning from that bet was written off from the gaming account, because the wager requirements were not met.

So, we believe that this complaint should be closed as resolved.

Thank you for understanding!

Kindest regards,

Crazy Fox Casino

Hi all,

Thank you for your replies.

Dear Georgios,

I discussed the issue with the casino and asked for reasons why your winnings were canceled and requested relevant evidence. Based on the game history provided, it does suggest that your balance before the cashback bonus was added, was about €85. Then you received the cashback bonus, hit a win, but canceled the bonus and your balance went straight back to €85. According to the casino, you later received €50 as a gesture of goodwill. If this is the case, there is not much we can do. When you canceled the bonus, you also canceled the winnings originating from the bonus and therefore the casino didn't do anything that we consider unfair.

Good evening I will agree with you 99% we are right. I have a question Did the profit come from using bonuses or from my own money? This is our problem too! Why obviously With an active bonus in my account I can not Open this game to play. I Earned Some Money Net Using My Own Money And Not Using a Bonus Exiting the Game Just Ending the Free Spins of the Game My Bonus Binds Money I Earned In this game without using a bonus because you do not allow this action when we have use bonuses to play in the specific game of play and Go.

Καλησπέρα σας Θα συμφωνήσω μαζί σας κατα 99% ειμαστε σωστα. Έχω μία ερώτηση Το κέρδος Προήλθε από χρήση μπόνους ή από δικά μου χρήματα?αυτο ειναι και το προβλημα μας! Γιατί προφανώς Με ενεργό μπόνους στο λογαριασμό μου δεν μπορώ Να ανοίξω το συγκεκριμένο παιχνίδι να παίξω. Κέρδισα κάποια χρήματα Καθαρά Με χρήση Δικό μου χρημάτων Και όχι με χρήση μπόνους Βγαίνοντας από το παιχνίδι ακριβως Την Λήξη Των δωρεάν περιστροφών του παιχνιδιού Το Bonus Μου δεσμεύει Χρήματα Που είχα κερδίσει Στο συγκεκριμένο παιχνίδι χωρίς να κανω χρήση μπόνους γιατι δεν επιτρεπετε η ενεργεια αυτη οταν εχουμε χρηση μπονους να παιξουμε στο Συγκεκριμένο παιχνίδι της play and Go.

To be more understandable Well and in simple words I focus on the problem Where do I file my complaint again! The owners of this casino claim that the money was won by using the bonus in a game which does not open when we have an active bonus in our account ! How much more understandable can I do it? My profit money has been committed Without using the bonus. Yes I deleted the bonus as well as my money was deducted My profit which did not come from the bonus because at the end of the free spins I did not play at all From the bonus. After a lot of my efforts In the emails I was given as a favor The proposal to put 50 euros as a bonus in my account. Of course, all my profit was canceled, claiming something that is not true.

Για να γίνω πιο κατανοητός Λοιπόν και με απλά λόγια Εστιάζω στο πρόβλημα Που κάνω υποβολή του παράπονο μου ξανά !Οι κύριοι Το εν λόγω καζίνο ισχυρίζονται Ότι τα χρήματα κερδήθηκαν με χρήση του μπόνους σε ένα παιχνίδι Το οποίο δεν ανοίγει όταν έχουμε Ενεργό μπόνους στο λογαριασμό μας! Πόσο πιο κατανοητό Μπορώ να το κάνω?μου Δεσμεύτηκαν τα χρήματα του κέρδους Χωρίς να κάνω χρήση του bonus . Ναι διέγραψα το μπόνους όπως και μου αφαιρέθηκαν τα χρήματα Το κέρδος μου το οποίο δεν προερχόταν από το μπόνους διότι ακαριαία τελειώνοντας τα free spins Δεν έπαιξα καθόλου Από το μπόνους . Μετά από πάρα πολλές προσπάθειες μου Στα email Μου δόθηκε σαν χάρη Η πρόταση να μου βάλουν 50 ευρώ σαν μπόνους στο λογαριασμό μου. Εφόσον βέβαια ακυρώθηκε όλο το κέρδος μου Ισχυριζόντας κατι που δεν ισχύει.

I won and received the bonus. I did not receive the bonus and then I won!

Κερδισα και ελαβα το μπονους .δεν ελαβα το μπονους και μετα κερδισα!

Hi Georgios,

Well, it doesn't really matter which part of the funds were used. In many casinos, the real money is used first when you have an active bonus. The main issue here is that you hit a win while the bonus was active. I'm really sorry, but I can't help you with this one. If you disagree with our decision, I recommend you to turn to the MGA (Malta Gaming Authority) or to the casino's ADR (Alternative Dispute Resolution) service.

Best regards,

Peter