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Hello, I can get help here. I applied for a withdrawal at the casino on February 27th, 2020. According to the Bonus Terms and Conditions, if you deposit more than 50 euros, you cannot exceed the upper limit of 2500 euros. I converted the bonus completely and then skipped the sum of 2500 euros (own deposit 100 euros). Then a document was missing, I submitted one week of no response. After several requests it was processed and my payout was reduced from 2500 euros to 1000 euros (10 times the deposit). Now on March 5, I made a new payment of 1000 euros and nothing has happened since then. According to the terms and conditions within 24 hours I now always receive an email, it would take 3-5 working days at once. Can I count on ever getting the money ?? Since it is my turn since 27.02 to get it?

Hallo, viele bekomme ich hier Hilfe. Ich habe am 27.02.20 eine Auszahlung im besagten Casino beantragt. Laut Bonus AGB kann man wenn man mehr als 50 Euro einzahlen tut die Gewinnobergrenze von 2500 Euro nicht überschreiten. Ich habe Bonus komplett umgesetzt und dann die Summe von 2500 Euro aus lassen ( eigenen Einzahlung 100 Euro ). Dann fehlte ein Dokument, ich eingereicht, eine Woche keine Reaktion. Auf mehrfaches Anfragen wurde es dann bearbeitet und zack meine Auszahlungssumme von 2500 Euro auf 1000 Euro gekürzt ( 10 mal die Einzahlung ) war deren Begründung. Nun habe ich am 05.03 die Auszahlung von 1000 Euro neu gestellt und es tut sich seither nix mehr. Laut AGB innerhalb 24 Stunden ich bekomme nun stets eine E-Mail es würde auf einmal 3-5 Werktage dauern. Kann ich überhaupt damit rechnen das ich das Geld je bekomme?? Da ich ja nun seit 27.02 da dran bin es zu bekommen? 

Dear Katja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the bonus terms and conditions, and this is what I found:

"After wagering requirements are met, the deposit funds, bonus money and all the winnings gained therethrough will become withdrawable real-cash money in the player’s account up to a maximum winning cap of 10x the deposit amount applicable to deposit below or equal to €50. If player deposits more than €50, the maximum winning cap increases to €2500 or currency equivalent per match/reload/welcome bonus including the welcome offers. Any winnings made with such promotions/bonuses and later winnings resulting from the bonus gains that exceeds the maximum winning cap, shall be considered as nil and void. Only the maximum winnings of €2500 can be withdrawn by the player subject to the terms specified in Bonus Terms."

Please, could you clarify how much you have deposited when redeeming the bonus? Do I understand it correctly, that it was deposit of €100 (Feb 26th) which has triggered the bonus? Have you received any clarification from the casino why your winnings have been reduced to €1000? Furthermore, could you please send me a link of the specific bonus that you have played? Thank you very much in advance for your reply.

Best regards,

Petronela

Yes, I deposited 100 euros and claimed the welcome bonus on the first deposit. I just received an email that my profits have now been cut and what would be on my credit account would be ready for payment. Today 11.03 the profit of only 1000 euros went into my account.

Ja ich habe 100 Euro eingezahlt und den Willkommensbonus in Anspruch genommen auf die erste Einzahlung. Ich bekam einfach eine E-Mail das man mir meine Gewinne nun gekürzt hat und das was auf meinen Guthaben Konto wäre zur Auszahlung bereit wäre. Heute 11.03 ist dann der Gewinn von nun nur noch 1000 Euro auf meinen Konto eingegange.

Thank you very much Katja for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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.

Hello Katja,

Before I contact the casino, would you be so kind and send me a proof that you made a deposit of 100€, please? You can send it to my email address kristina.s@casino.guru.

Thank you so much.

Hello Katja,

Thank you for the email, I will contact the casino and hopefully we will receive an answer soon.

Thank you for being patient.

Hello Katja!

My name is Richard and I am the player accounts manager for CrazePlay casino. I will be more than happy to assist you during your situation.

Whilst confirming that there are bonuses which have a maximum cash-out, I am already on the case on your behalf and checking in detail with my colleague so that if there was any miss-understanding or confusion, we will make sure to rectify the decision taken.

I can also confirm that your pending withdrawal of €1,000 was processed on 10.03.2020 @ 16:49

In the mean time Katja, please allow me some time to get all the relative information and give you an update later on.

Regards,

Richard

Thank you very much for your answer, I am happy to hear that someone is taking care of the situation. I only played Book of Dead that day because I really like this game. And even then, the turnover to fulfill the bonus was only 50%. In my case, that was 11 200 euros. The fact that I was happy to have the maximum sum of 2500 euros as in the general terms and conditions for a deposit of over 50 euros is understandable. And then you just get an email that the amount will be reduced and canceled 🤷‍♀

Vielen lieben Dank für ihre Antwort , es freut mich zu hören das sich jemand der Situation annimmt. Ich habe ja auch nur Book of Dead an diesen Tag gespielt da ich dieses Spiel sehr gerne habe. Und selbst da zählte der Umsatz zur Erfüllung des Bonusses nur 50%. Das war in meinen Fall 11 200 Euro zu erfüllen. Das ich dann mich gefreut habe die maximale Summe von 2500 Euro zu haben wie laut den AGB bei einer Einzahlung über 50 Euro zu haben ist nachvollziehbar. Und dann bekommt man einfach eine E-Mail das der Betrag gekürzt und storniert wird 🤷‍♀

No problem Katja, anything to see our players happy! :)

It might have been a genuine human mistake and apparently our team was already looking into it before I even made contact with them about your case.

I just have to wait for their confirmation though. It might be later today or tomorrow morning.

Hello Katja,

I am glad to inform you that I have just received confirmation that it was a genuine mistake from our end.

I do apologise about this mistake and would like you to accept my sincere apologies about it.

I will also make sure that something like this will not happen again to you or to any other player.

Your voided balance will be returned back to your account soon.

Whilst congratulating for your nice win, I do hope to see you at CrazePlay very soon! :)

Please do let me know if you need anything further or else you can contact me directly on support@crazeplay.com

Regards,

Richard

Thank you so much for solving the problem and thank you for the positive feedback.

Sincerely yours

Katja

Vielen lieben Dank das sie das Problem lösen konnten und danke ihnen auch für das positive Feedback.  

Mit freundlichen Grüßen 

Katja 

Now I don't know what to do again. I asked the casino myself because they said my balance would be 0.00 euros. I just chose to exclude myself a few days ago for 30 days. And now I was assured that it was a mistake in my case and the credit was corrected overnight. As you can see from the course here. I now wanted to have this corrected amount paid out to my bank account due to the self-exclusion and nobody can help me. What's next?

Jetzt weiß ich selbst nicht mehr weiter wieder einmal. Ich habe nun im Casino selbst nachgefragt da sagte man mir mein Saldo wäre 0,00 Euro. Ich habe eben vor paar Tagen einen Selbstausschluss gewählt für 30 Tage. Und nun wurde mir ja zugesichert das es in meinen Fall ein Fehler war und das Guthaben nacht korrigiert wird. Wie man selbst dem Verlauf hier entnehmen kann. Ich wollte diesen korrigierten Betrag nun auf mein Bankkonto auszahlen lassen aufgrund des Selbstausschlusses und keiner kann mir helfen. Wie gehts nun weiter? 

Hello Katja,

I am very surprised and slightly disappointed to see this reply from your end after I have been so caring for your situation and tried to solve this for you as quickly as possible.

Didn't I already informed you via e-mail about the obligations a casino operator has in terms of players self freezing accounts?

Once you have decided to freeze your account, we as a Casino operator are not allowed and have no means to unlock your account.

The amount has been added to your player account on CrazePlay and you would need to make a cash-out request once your account becomes active again. Only then we will be able to process the amount to your bank account.

I know that this situation happened because of our genuine mistake, but please do understand that we are doing whatever we can to help you, Katja.

Regards,

Richard

I would like to apologize publicly for my last message and thank you to Richard. It is really great and it solved my problem very quickly. I can really only give positive feedback about the casino. And many players say that you are treated very fairly and loyally there. If I could give stars I would give 10/10.
Thanks again to Richard 😃 you are a great manager and wish you the best for everything else.

best regards

Katja

Ich wollte mich hiermit öffentlich für meine letzte Nachricht entschuldigen und ein großes Dankeschön an Richard richten. Er ist wirklich großartig und hat mein Problem sehr schnell gelöst. Ich kann wirklich nur Positives Feedback geben was das Casino angeht. Und vielen Spielern sagen das man dort sehr fair und loyal behandelt wird. Wenn ich Sterne geben könnte würde ich 10/10 geben. 
Nochmals ein dickes Dankeschön an Richard 😃 sie sind ein toller Manager und wünsche ihnen für alles weitere nur das beste. 

Liebe Grüße 

Katja 
 

Thank you Katja, myself and all the CrazePlay staff appreciate your comments.

I am glad you are happy with the resolution and once again we apologise for the inconvenience.

Se you soon on CrazePlay! :)

Regards,

Richard

Hello Katja, Richard,

I like seing threads like this, where people are helpful and nice to each other! But I would like to know (as I am not sure if I understand it correctly), if the problem was resolved. Can I close the complaint now, please? 

Hello, yes everything has been solved 😃. You are very welcome to close the case. Many thanks for the help on your part and Richard 😊.

Hallo, ja es ist alles gelöst wurden 😃. Sie können den Fall sehr gerne schließen. Vielen Dank für die Hilfe auch ihrer Seits und Richard 😊. 

Katja, Richard,

Thanks Katja for confirmation! I am glad you contacted Casino Guru and that we could help you. I hope you won't come across a problem like this again.

Richard, thank you for your quick responding, which is highly appreciated as well as your dedication to solve Katja's problem! 

Thank you both for kind cooperation during resolving this complaint :)