Crazyno Casino - プレイヤーの賞金が減少しました。

I made multiple deposits to the value of 3100 pounds. when depositing I was given free spins. I contacted support and said I didn't want the free spins as they were low value and annoyed me and they removed these.

They automatically added on a small bonus amount to each deposit which I wasn't even aware of as my deposits were converted from Pounds to Euros and I didn't click to accept it or ask for it. I had deposited more than 30 times and did not agree that they add on these automatic bonuses to every single deposit to minimise winnings.

I won 7k euro and withdrew 5k as this is the maximum at their site in a 30 day period.

A week and a half later after doing all my checks I get the following.

Dear Andrew,

Thank you for playing at Casino Crazyno.

This mail is to notify you about the status of your pending withdrawal request, code 588616, for the total amount of 5000 EUR.

Please note that according to the Terms and Conditions of the bonus that was credited to your account, there is a max-winning restriction that you should comply with when requesting a withdrawal.

Therefore, we have processed the amount of 1146.39 EUR and the rest was voided.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Casino Crazyno

If you would like this explained to you further, please do not hesitate to contact the Casino Crazyno Support Team.

I proceed to try get them to change their mind but they have said it is their final decision and that it is my responsibility to read the terms.

They deliberately add this small bonus to limit payouts.

Dear Rage,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://crazyno.com/bonus-terms/?lang=en:

„If you do not wish to be bound to these bonus terms, please send an e-mail to support@crazyno.com and wait for a reply that the promotion has been cleared from your account BEFORE making any deposit."

Could you please advise if you have opted out from the promotional offers? Please fforward your game history and any relevant communication to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Rage,

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.