Hello CasinoGuru and Crazeplay.
on 07.09.2023 i opened an account at crazeplay, and took a part of their welcome offer, i was lucky and won 9300€ after the wager was done.
Four days later they asked for some KYC documents, and all was sent, and the account got verified, but the payment didnt come.
20/09 they just sent me this mail:
We are writing to inform you that after an internal investigation, Management has decided to close your account.
If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account.
We have declined your withdrawal, subtracted your balance and refunded your deposit back to the same method.
Kind regards,
Payments Cashier
This is not fair at all, i havent manipulated or done something wrong. How can they just do this?
Hi, I would like to start by expressing my sympathy for your problem. In this case we could use some explanation from the casino which would be more specific, because what they wrote is quite general. Do you also know what manipulative strategy you used ?
Anyway, if you think that you have done nothing wrong and you have not violated anything while playing in the casino, I would recommend you to file a complaint where our experts will look into your case and try to help you. Just click here: https://casino.guru/complaints/all
I think that might be the most sensible step, if you say that everything on your side was fine.
What do you say?
Γεια σας, κέρδισα 27332,62, νόμιζα ότι είχα υποβάλει όλα τα έγγραφα και σήμερα, μετά από πέντε ημέρες, μου είπαν ότι είχαν παραβιάσει τους όρους και τις προϋποθέσεις του μπόνους και μου πίστωσαν τα 30 ευρώ που είχα καταθέσει. Για μένα, αυτό είναι καθαρή απάτη.
Hello, I understand it is pure fraud for you; from the casino's perspective, though, it very likely depends on the bonus conditions, general terms, and concrete gameplay and withdrawal.
Perhaps you could describe all the details to us, because I have no clue what happened and we shall see what can be done.
Start with the casino name, bonus details, and casino statement, please. That should do the trick. 🙏
Γεια σας, το καζίνο ονομάζεται
Craze Play Κατέθεσα 30 ευρώ και έλαβα ένα μπόνους 37,50, αλλά τα κέρδη μου δεν ήταν πλέον χρήματα μπόνους. Ελπίζω πραγματικά να μπορείτε να με βοηθήσετε. Σας ευχαριστώ. 
Hello,
thank you for the screenshots. I would like to help, but I'm missing the bonus details. It is crucial to know the exact bonus terms, all the steps you took and also how the casino uses the terms.
Can you help me with that, please?
The rejection email suggests a potential connection with the maximum bet size breach.
Many bonuses, despite being deposit bonuses, also include a limitation that says how much you can bet while the bonus is active. That takes me back to the exact bonus terms.
I suggest you provide all that to Katarina in the complaint. She needs to know in order to understand the events. 🙏
Hello,
thank you for the screenshots. I would like to help, but I'm missing the bonus details. It is crucial to know the exact bonus terms, all the steps you took and also how the casino uses the terms.
Can you help me with that, please?
The rejection email suggests a potential connection with the maximum bet size breach.
Many bonuses, despite being deposit bonuses, also include a limitation that says how much you can bet while the bonus is active. That takes me back to the exact bonus terms.
I suggest you provide all that to Katarina in the complaint. She needs to know in order to understand the events. 🙏
Γεια σας, τα έστειλα όλα στην Καταρίνα 😊
Great, she'll take a look at it now and we'll see how it turns out.
Fingers crossed.🤞
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
