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They claimed that I breached a term even though I played fairly, wagered fully, followed bonus terms, completed KYC and Live KYC. They voided the winnings after I followed the rules and complied with their requests. They returned my deposit but voided all my winnings.

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Dear KellyKian,

Thank you very much for submitting your complaint. I’m sorry to hear about your winnings being voided after completing the wagering requirements and verification.

To better understand what happened and assess the casino’s actions, could you please clarify a few points?

• Before receiving the email you shared, did the casino provide any specific examples or proof of the alleged "manipulative game strategy" mentioned in their message?
• Did you use any bonuses or promotional offers during the gameplay that led to these winnings? If yes, please let us know which one and how you activated it.
• Have you ever had another account with this casino in the past, or was this your first and only account?
• After the deposit was refunded, is your account currently blocked or still accessible?

If you have any additional communication with the casino besides the email already provided (for example, live chat transcripts, further emails, or messages), please share them here. You can also forward everything to petronela.k@casino.guru if that’s more convenient for you.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Before receiving the email you shared, did the casino provide any specific examples or proof of the alleged "manipulative game strategy" mentioned in their message?

Answer: No I have not gotten any warnings or proof of my "play style" being manipulative game strategy

Did you use any bonuses or promotional offers during the gameplay that led to these winnings? If yes, please let us know which one and how you activated it.

Answer: Yes I did use a Bonus, it was activated by depositing for a percentage amount. It was a 135% and I deposited using skrill payment method for 200 euros

Have you ever had another account with this casino in the past, or was this your first and only account?

Answer: This is my first and only account.

After the deposit was refunded, is your account currently blocked or still accessible?

Answer: The account is in my balance of Crazeplay and is still accessible by logging in my credentials into the casino log in.

Hi KellyKian,

Thank you for your answers so far, they are very helpful.

Before we proceed further, I would like to clarify just a few more points to better understand the situation:

• Could you please request your full game history / gameplay log from the casino and share it with us here, or forward it to petronela.k@casino.guru once you receive it?
• Was this the first bonus you have ever redeemed at this casino, or have you used and completed other bonuses previously? If yes, did you ever successfully withdraw winnings from any of them?
• In your own words, could you please describe the way you played during this bonus? For example, did you play one game or multiple? Did you change bet sizes or strategies?

Any details you remember could be useful for our assessment.

Thank you in advance for your reply.

Could you please request your full game history / gameplay log from the casino and share it with us here, or forward it to petronela.k@casino.guru once you receive it?

I've sent all what I can realistically do to your email.

Was this the first bonus you have ever redeemed at this casino, or have you used and completed other bonuses previously? If yes, did you ever successfully withdraw winnings from any of them?

I've completed wagering and withdrawn before, and I've lost several times by playing slots for other bonuses that have been redeemed.

In your own words, could you please describe the way you played during this bonus? For example, did you play one game or multiple? Did you change bet sizes or strategies?

I played one game with the same bet size that the bonus allows.

Dear KellyKian,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Hello there,

Thank you KellyKian for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Craze Play Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter