Craze Play Casino - Las ganancias del jugador han sido confiscadas.

It's about my payout of 600 euros...I received an email from crazeplay support which said that the payout could not be processed because I had a bonus from them and was not allowed to bet higher than 4 euros, etc.! 1. I didn't get a bonus from them! 2. I have not bet higher than 4 euros! I bought free spins ! I didn't get any bonus money from them either! I deposited 450 euros with them that day alone and now they just refuse to pay me 600 euros!? And then with a reason that I am not allowed to bet higher than 4 euros? That's not serious! Something like that shouldn't happen from the start! Their system must also tell me before I buy the free spins! Also, I did not win the money through this free spin purchase over 20 euros...

Es geht einmal um meine auszahlung von 600 euro…ich habe von crazeplay support eine mail bekommen worin stand das die auszahlung nicht bearbeitet werden kann da ich einen Bonus von denen hatte und nicht höher als 4 euro setzen darf usw. ! 1. ich habe kein bonus von denen bekommen! 2. habe ich nicht höher gesetzt als 4 euro ! Ich habe free spins gekauft ! Ich habe auch kein bonus geld von denen bekommen! Ich habe an dem tag alleine 450 euro bei denen eingezahlt und jetzt lehnen die mir eine Auszahlung von 600 euro einfach so ab!? Und dann noch mit einen grund das ich nicht höher einsetzen darf als 4 euro? Das ist nicht seriös! Sowas darf von anfang an dann nicht zustande kommen! Deren System muss mich ausserdem vor dem Freespin kauf darauf Hinweisen! Ebenfalls habe ich nicht das Geld durch dieses freespin kauf über 20 euro nicht gewonnen…

Dear Sefa6767,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how exactly you bought those free spins?

Would you be so kind as to forward me the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I deposited 450 euros on the site without a bonus or anything that day...I didn't get any bonus...no cashback either or anything...I deposited quite normally without having accepted any bonus...I bought free spins for 20 euros at 20 cents in the meantime compartment (gates of olympus) but did not win the prize of over 600 euros - 700 euros via these freespins that I bought for 20 euros (bonusbuy/freespins buy)...I was suddenly told that I had bet more than 4 euros although not even for 4 turned euros...

Ich habe ohne bonus oder so an dem tag auf der seite 450 euro eingezahlt…ich habe garkein bonus bekommen…auch kein cashback oder so…habe ganz normal eingezahlt ohne irgendein bonus angenommen zu haben… ich habe zwischendurchmal für 20 euro freespins gekauft auf 20 cent fach (gates of olympus) habe aber den gewinn von über 600 euro - 700 euro nicht über diese freespins die ich für 20 euro gekauft habe gewonnen (bonusbuy/freespins buy)…mir wurde aufeinmal gesagt ich hätte über 4 euro eingesetzt obwohl nichteinmal für 4 euro gedreht habe…

Thank you for your reply, Sefa6767. If possible, could you please forward me your game history? I also noticed that you haven't sent me the communication between you and the casino, so please, forward it as well. My email address is kristina.s@casino.guru. Thank you.

Unfortunately, in order to proceed with this case I will need the full game history, preferably in excel or PDF form.

Dear Sefa6767,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've emailed you the gameplay... mfg

Ich habe ihnen den spielverlauf per e-mail zugesandt… mfg

I am sorry, but I have not received any game history, or at least I am not able to open it. Please forward it in Excel sheet or PDF format as I requested in my last message. Thanks.

Dear Sefa6767,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.