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Hello, I won 27337.63 euros. I submitted all the documents. I was of course happy. Now, after five days, they wrote to me. I had violated the bonus terms and conditions and everything was gone except for the 30 euros that I had deposited. For me, this is pure fraud.

Hallo habe 27337.63Euro gewonnen alle Unterlagen eingereicht habe mich natürlich gefreut jetzt nach Fünf Tagen schreiben Sie mir ich hatte gegen die Bonusbedingungen verstoßen und alles weg außer die 30Euro die ich eingezahlt habe haben Sie mir gutgeschrieben für mich ist das reinster Betrug

Dear Lisa2023,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Craze Play Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you ever had a successful withdrawal with this casino?
• Have you passed the KYC verification process, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I've been playing for about 9 years and have never won anything big, but now I thought they were saying that I hadn't complied with the bonus terms and conditions. I deposited 30 euros and got a bonus of 37.50. I played for about 2 hours and then I went to another game and played there for a while and then I won and now they're saying that I've violated the bonus terms and conditions, which I don't understand because I've wagered the 1500 40 times and my money wasn't bonus money anymore. Please help me, thank you.

Hallo ich spiele seit ca 9Jahrenda habe noch nie was großes Gewonnen aber jetzt dachte ich aber leider sagen die ich hätte gegen die Bonusbedingungen nicht eingehalten habe 30 Euro eingezahlt und einen Bonus von 37.50 bekommen habe so 2 Stunden gespielt und dann bin ich auf ein anderes Spiel gegangen und habe dort noch eine Zeit gespielt und dann kam der Gewinn und jetzt sagen die ich habe gegen die Bonusbedingungen verstoßen was ich nicht verstehen kann weil ich ja die 40 mal also die 1500 umgesetzt habe weil mein Geld war ja kein Bonus Geld mehr bitte helfen sie mir Danke

No, I have never requested a withdrawal because I have never won anything big. I passed KYC

I don't know if it's important, the money I won wasn't bonus money, you can see that in the pictures I sent him, so how could I have violated the bonus terms and conditions? I think they just don't want to pay out if you win something 😡

Nein ich habe noch nie eine Auszahlung beantragt weil ich nie was großes Gewonnen habe KYC habe ich bestanden

Ich weiß nicht ob es wichtig ist mein Geld was ich gewonnen habe war kein Bonus Geld sehen sie ja auf den Bildern die ich ihn geschickt habe wie kann ich dann gegen die Bonusbedingungen verstoßen haben ich glaube die wollen einfach keine Auszahlung machen wenn man was gewinnt 😡

Hello, I should send him the bonus terms and conditions. As far as I have found, they are the ones I send them as an attachment, like my account balance in the casino, and my winnings are shown there not as bonus credit but as cash credit. I then made my withdrawal and everything was going well up until then. I requested a withdrawal of 5,000 euros. After asking, they said I could withdraw 5,000 euros a week and 20,000 a month. OK, I did that and wanted to withdraw the first five thousand. They were then checked and then processed the next day and two days later, at night, it came back that I had violated the bonus terms and conditions. Well, then I wrote to them and they kept saying I had violated the bonus terms and conditions, which is not true for me because I did actually comply with the bonus terms and conditions but not for them. If they had said we had to deduct something, that would have been fine, but having everything gone is not right. Kind regards

Hallo ich sollte ihn die Bonusbedingungen schicken so weit was ich gefunden haben sind es diese die ich ihnen per Anhang schicke so wie mein Kontostand in Casino und da steht mein Gewinn nicht ALS Bonusguthaben sondern als Cash Guthaben habe ja dann meine Auszahlung getätigt und bis dahin lief auch alles habe 5000 Euro Auszahlen beantragt nach Nachfrage sagten Sie ich könnte die Woche 5000 Euro Auszahlen und im Monat 20000 okay habe ich dann auch gemacht wollte die ersten fünf tausend Auszahlen lassen die Standen dann in Prüfung und dann am nächsten Tag in Bearbeitung und zwei Tage später kam dann Nachts ich hatte gegen die Bonusbedingungen verstoßen naja dann habe ich Sie angeschrieben und immer wieder kam ich hatte gegen die Bonusbedingungen verstoßen was für mich nicht stimmt weil ich habe ja die Bonusbedingungen eigentlich eingehalten aber für sie nicht wenn sie gesagt hätten wir müssen was abziehen wäre ja okay aber so alles weg ist nicht in Ordnung. Mit freundlichen Grüßen

Dear Lisa2023,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Good morning, I sent you everything by email

Sincerely, Liese

Guten Morgen habe ihnen alles per E-Mail geschickt

Mit freundlichen Grüßen Liese

Thank you very much, Lisa2023, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Lisa2023, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Craze Play Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello, great, thank you, I hope it turns out positively for me ☺️☺️

Hallo ,super ich danke dir hoffe das es positiv für mich ausgeht ☺️☺️

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.

I have sent another message to the casino, hoping for a response regarding this complaint.

Dear Casino Guru Team,

Following a detailed review of the player's activity, we have identified a breach of our bonus terms and conditions, specifically Clause 1.11, which states:

"You may not place bets exceeding the maximum permitted bet size with bonus funds. The maximum permitted bet size is EUR 4 (or the equivalent in another currency) per bet/spin, unless otherwise stated in the specific bonus terms. It is your responsibility to ensure that you adhere to this limit. If bets exceeding this limit are detected, an account review may be conducted and bonus funds will be confiscated."

During the session in question, the player placed bets of EUR 25 using bonus funds on 134 separate occasions, which constitutes a clear and repeated breach of this rule.

As per our stated terms, the bonus funds and any winnings resulting from this gameplay have been confiscated.

We remain committed to fair gaming and transparent operations and are happy to provide further logs or evidence if required.

Hello, according to my player account it was NOT bonus money but cash credit, see photo and for five days I was on your site as a winner 1 see photo is everything strange or do you not also find

I submitted everything and everything was fine until I wanted to make a withdrawal. I wanted to withdraw 5000 and then at night I got the message that I had violated the bonus terms and conditions and there must be something wrong and I have not played with you for a long time, only a few days, make me a fair offer that is fair

On the day I won I played for about five hours, but they were all for nothing because I got the money I had deposited back - 30 euros to be exact - and I had a bonus of 37.50, so something isn't right.

And what I also don't think is so great is that they advertised what you can win with my name because that's not true, see photo but I can imagine that you have no chance anyway.....

Hallo laut meines Spielerkonto war es KEIN Bonus Geld sonder Cash Guthaben siehe Foto und fünf Tage stand ich auf ihrer Seite als Gewinner 1 siehe Foto ist schon alles Merkwürdig oder finden sie nicht auch

Habe alles eingereicht und war alles okay bis ich dann eine Auszahlung machen wollte habe 5000 Auszahlen wollen dann kam Nachts ich hatte gegen die Bonusbedingungen verstoßen und da kann ja was nicht stimmen und ich spiele ja schon lange bei euch nicht erst ein paar Tage machen Sie mir mal ein Faires Angebot das ist Fair

Ich habe an den Tag wo ich Gewonnen habe ca fünf Stunden gespielt die waren dann umsonst weil mein Geld was ich eingezahlt habe 30 Euro um genau zu sein habe ich ja wiederbekommen und ich habe einen Bonus von 37.50 gehabt also irgendwas passt nicht .

Und was ich auch nicht so toll finde das sie Werbung gemacht haben was man so bei ihnen gewinnen kann mit meinen Namen weil das stimmt ja nicht siehe Foto aber ich kann mir schon denken das man sowieso keine Chance hat .....

Dear Lisa2023, can you please confirm at least roughly at what time have you deposited said 135€?

Hello, I did not deposit 135 euros but only 30 euros and got 37.50 bonus

Hallo ich habe keine 135.Euro eingezahlt sondern nur 30 Euro und habe 37.50 Bonus bekommen

Thank you for the clarification :) Could you please tell me whether there was anything shown to you while wagering the bonus, and afterwards, relaying any kind of information? For instance did you see a pop up message after opening a slot informing about max bet rule, or did something happen if you try to bet more than the max bet... or even seen any kind of message informing you the bonus wagering has been done and no further restrictions apply? Anything at all that could hint that there is - or could be - a problem? Or was there any kind of note shown somewhere in your account or on the slot screen with information?

Hello, no, nothing was displayed for me. I simply played the joker the whole time and then I won and suddenly the large sum was there and it was cash credit just like it said in the photo. I took a photo straight away because I couldn't believe it. I hope you can help me, thank you 😀

Hallo nein mir würde gar nichts angezeigt habe einfach das Joker gespielt die ganze Zeit und dann kam der Gewinn und auf einmal Stand die große Summe da und es war Cash Guthaben so wie es auf den Foto stand habe es sofort fotografiert weil ich es nicht glauben konnte ich hoffe sie helfen mir danke 😀

Thank you, Lisa. I am waiting for the casino to reply as well, then I'll post an update in this thread.

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.

Well, let's wait and see. I don't believe in my winnings anymore. It doesn't seem to matter if they are rated negatively.

Naja warten wir mal ab ich glaube nicht mehr an meinen Gewinn scheint den Egal zu sein ob die negativ Bewertet werden

No response from the casino 🤷🤷🤷

Keine Antwort vom Casino 🤷🤷🤷

Dear Lisa2023,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I have left them some extra time, as originally I got a response from Sebastian in support team, that the complaint has been escalated and they will get back to me. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint with them. If you hear back from either the authority or the casino - or if you need help submitting the official complaint to the authority - please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej