Craze Play Casino - Die Auszahlung des Spielers wurde einbehalten.

Hello, I have on

On June 24, 2026 at 4:24:27 PM, €250.00 was deposited and played with a bonus, resulting in a total of €1687.50 after fulfilling the wagering requirements. This amount was then withdrawn on June 26, 2026 at 9:34:44 PM.

On

On June 28, 2026 at 13:18:46 I deposited €400.00 and played without a bonus, reaching a total of €910, which was then credited to my account/profile.

My withdrawal request from June 26, 2026, was paid out on July 2, 2026, in the amount of €1687.50. Unfortunately, the remaining balance of €910.10 in my account was also withheld, and now the casino claims that I played with a bonus and had already reached the maximum amount of €1687.50, and that is why the balance of €910.10 was withheld.

I have attached screenshots showing the transaction history and game progress.

I say, and I have proof, that this is not the case. According to the game history and transaction history, the evidence confirms my statement that the €910.10 was reached with the €400 deposit without a bonus, as this was only played with real money.

I would like the casino to review this again and resolve the problem.

Thank you, best regards

DD

Hallo, ich habe am

24-06-2026 16:24:27+ 250.00 eingezahlt und mit einem bonus gespielt und konnte eine summe von 1687.5€ nach dem umsetzen erreichen. Diese wurde am 26-06-2026 21:34:44- 1687.50€ beantragt.

Am

28-06-2026 13:18:46 habe ich + 400.00€ eingezahlt und ohne bonus gespielt und konnte eine summe von 910€ erreichen und diese war in meinem Konto/Profile

Meine auszahlungsanfrage vom 26.06.2026 wurde am 02.07.2026 in höhe von 1687.5€ ausbezahlt leider wurde das guthaben von 910.10 das auf meinem Konto noch war auch einbehalten und nun behauptet das casino ich habe mit einem bonus gespielt und die maximale höhe von 1687.5€ schon erreicht und deshalb wurde das guthaben von 910.10€ einbehalten.

Screenshots mit der transaktionshistorie und dem spielverlauf habe ich beigefügt.

Ich sag und habe aber beweiße das dies nicht so der fall ist. Laut spielhistorie und transaktionshistorie bekräftigt der beweiß meine aussage das die 910.10€ mit der einzahlung in höhe von 400€ ohne bonus erreicht wurden ist da dieses nur mit dem echtgeld gespielt wurden ist.

ich möchte,dass das casino nocheinmal das überprüft und das problem löst.

danke mit freundlichen grüßen

D.D

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Craze Play Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in and access your deposit history and your bonus history? Would you be able to share screenshots of these records confirming your timeline of events?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, thank you, I sent you the emails.

Best regards

Hallo danke ich habe dir die emails gesendet

mit freundlichen grüßen

Dear Jonamia,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Jonamia,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Craze Play Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Dear Jonamia,

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 gaming authority the casino is regulated by Kahnawake and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I am sorry I could not be of more help on this occasion.