Craze Play Casino - Os ganhos de bônus do jogador foram anulados.

I won the above amount yesterday with Craze Play, I received an e-mail today that they were confiscating my winnings as I breached their max bet of €4.

I had no idea this was the max stake allowed as it was not software restricted. I only played €1 over this and it was unintentional and a mistake, I have spoken to their customer service who are refusing to help.

Please can anything be done to recover my winnings?

Dear ringtracy4,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„1. General Bonus Terms Conditions

...

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

I do understand that and it was a genuine mistake, I was not aware of that term as €4 is not a normal maximum stake, and like I said there was no automated restriction in place, would the casino be willing to reconsider the matter under the circumstances?

Dear ringtracy4,

Could you please forward your game history to petronela.k@casino.guru? Thank you in advance.

emailed information to you as requested

Thank you very much, ringtracy4, for your game history. I checked it thoroughly, unfortunately, I must inform you that we won't be able to help you. Please understand that since more than half of your gameplay constitutes of bets greater than the allowed ones you gained an unfair advantage while completing the bonus wagering. We always try to help players if, by mistake, they placed one or two bets that would go over the maximum and didn't win from those spins, sadly, that's not the case here.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear ringtracy4,

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 wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.