Craze Play Casino - 플레이어의 상금이 무효화되었습니다.

I paid in at Craze Play then I got a bonus up and down then I got about 5 € on it then I got 20 free credits and with the time I won 440 € I wanted to pay out the money because I got an email that I have violated the general terms and conditions, the terms and conditions are in English and I can't speak English

ich habe bei Craze Play Eingezahlt dann habe ich ein Bonus bekomen habe rauf und runter geschpilt dann habe ich ca 5€ noch drauf dann habe ich 20 kostenlose freispieele bekome und mit der zeit 440€ gewonen ich wolte das geld auszahlen da hab ich eine email beekomen das ich gegen Algemeine Geschäftsbedingung Verstosen habe die Geschäftsbedingung sinnd auf englisch und ich kann kein engllisch

Dear Martin,

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 specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your withdrawal has been cancelled?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello first of all, thank you very much. It was true my second deposit € 35 which bonus I activated, I don't know anymore. Please note that your withdrawal request was rejected due to a violation of our general terms and conditions, as you are making a withdrawal above the maximum amount allowed The maximum amount allowed for the free spins bonus is € 25. As a result, your winnings have been declared invalid and the balance has been adjusted to the maximum amount allowed. Please submit a new withdrawal request. This is true in the email I received. Maybe Is that all correct I just want you to log into my account and check in advance thanks.

Hallo erst mahl vielen dank .Es wahr meine zweite Einzahlung 35€ welche Bonus ich aktiviert habe das weis ich jetz nicht mehr .Bitte beachten Sie das Ihre Auszahlungsanfrage aufgrund eines Verstoseses gegen unsere Allgemeine Geschäftsbedingung abgelehnt wurde,da Sie ein Auszahlung über den maximal erlaubten Betrag des aktiven Bonus beantragt haben.Der maximal erlaubte Betrag für den Freispielbonus betregt 25€ Infolgedessen wurde Ihr Gewinn für ungültig erklärt und das Guthaben auf den maximal zulässige Auszahlungsbetrag angepast.Bitte stellen Sie einen neuen Auszahlungsantrag.Das wahr die email die ich bekomen habe .Vieleicht ist das alles korekt ich möchte nur das sie sich in mein Konto einlogen und das überprüfen im vorauss fielen dank.

Thank you, Martin, for your reply. Could you please forward your cashier and bonus histories to petronela.k@casino.guru?

Hello I tried to forward the cashier and bonus history but I can't do that. I just have no idea how this works. Don't you can log into my account and check everything in advance, thank you very much

Hallo ich habe versucht Kassier und Bonushistorie weiter zuleiten aber ich kriege das nicht hin . Ich habe einfach keine ahnung wie sowas geht .Köhnen sie sich nicht in mein Konto einlocken und alles überprüfen in voraus vielen dank

I would strongly advise against sending your username and password to anyone else in the future. There are several possible challenges if you share your login information with a third party. I would like to emphasize that I won’t use your login information under no circumstances.

Please try to request your cashier and play histories from the casino.

Looking forward to hearing from you.

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.