Crazeplay is not paying out my winnings

So 1 year ago I won 7000 euros on crazeplay. Then the bad dream started. They wanted all kinds of different documents, so I sent them right away, after that I didn’t get 1 single reply in over 3-4 months, and I started to give up. I sent all the documents asked, then they wanted more documents, I am a VIP manager, but my vip manager does not even exist after my winnings, so it’s not possible to send e-mails here. But I fought and I fixed every single document they wanted, and last week it got approved. So now my account is fully verified. I withdrew 3500 euros in 2 separate withdraws 2500 and 1000.

I asked after 1 day how it was going, and the reply was 48 hours. I asked after 40 hours, and the answer was 48 hours. When 48 hours passed, they said that there is no timeline and I will be notified when it’s been approved. In a few hours, it’s 96 hours of waiting. And they say that I just have to wait and be patient. How is this even possible? Every single thing is verified, I’d, address, bank accounts, KYC, source of wealth. What should I do now? Since they try to come up with every single possible excuse that is. I just want my withdrawals. And they were won with straight raw cash. No bonuses no rewards no free spins, just a deposit and winnings.

It is a mystery to me that crazeplay is even allowed to continue to have a license since I’m not the first one they are doing this to. They just try to slow the withdrawals every single time, I’m tired, angry and feeling scammed.

I made 3 withdrawals on the 30 November. See attached image. My account was fully verified 30 November, see attached file. Including ID, proof of address and documentation from the bank stating my Source of wealth.

At that time I also received information that my withdrawal request was gonna be processed within 2 full days after verification. Now its 5 December and when I log in I see that they have cancelled my withdraw of totally 5 000 EUR. I haven't cancelled, they have, after more than 5 days.

Their terms and conditions state:

4.9. The time for the withdrawal to be finalized may vary due to circumstances but a withdrawal attempt should be approved or denied within 2 days. A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds 10 days.

I don't get any reason why its cancelled when I speak to live chat members on site. They just tell me to make new withdraw and wait at least 2 days more.

It seems like it's impossible to withdraw money from this site. So frustrated.

I have a pending withdrawal of 2 800 € on crazeplay.

I did send in my KYC/SOF verification document to crazeplay on the 6th of November and further document the asked for a few days later.

But they haven't been able to process it.

It's been like 2 weeks soon since the got my documents and I did the withdraw. I only want my withdraw then they can close the account.

These are the answers I get when I'm asking for an update on my kuc/sow. I made a withdrawal 5 November and asked for verification 6 November and I sent it the same day. Then about a week late they asked for more docs when some of the docs were wrong, and I sent them the same day then I heard nothing. I understand that they need the docs but I don't even know of the all the docs they need? And I don't understand what is taking so much time. 

In june I won 6000e got 4900e in 2 days. Then when the last withdraw of 1100e was pending they locked my account and wanted kyc docs. It was them and cashimashi al gammix related casinos. That needed this then after 3 months of getting everything in order cashimashi paid out, but crazeplay just was quiet. Try to contact them in every way but nothing happens. Ask for more info from them but get the same answer all the time. I must have patience. Haven't sent in new docs in 2 months and nothing happened. Only the same answer have patience. But five-month are patience.

On September 30, I sent in the paperwork to get my account verified at craze play. I got my account verified within 48 hours and my win of 1080 was paid out. On 4/10 I won money again and want to withdraw 1150 euros and on 6/10 I won 3700 euros at their casino. Have been in contact with craze plays customer service and asked why it takes so long. First I received an email that the account was not verified. talked to the customer service and they said that my account was in order on 4/10 and that it usually takes 48 hours after the verification to get it paid out. On the night of 6/10, I receive a new email that my account is now approved. Talk to the customer service again and then the account has been approved at night. so they ask me to be patient. on 8/10 I talk to the customer service again and she says that they are well aware of my case and that they will surely settle down towards the day. I was talking to the customer again in the evening and then I get a new answer that a Manager must approve the amount suddenly. Waiting for a total of 4850 Euro from crazeplay

CrazePlay Casino - GAMMIX, been holding me up for almost 2 weeks since my first withdrawal.

I done all of the KYC checks and SOW. I have send them my requested bank statements, my id, my ID60, my company files. Everything I have, I have send them.

They keep asking for bank statements, that I had already send in the beginning and my account had been verified. I keep getting the same response and I reply with all they asked for. I have a balance of over 300.000 euros and a deposit standing for 5,000 because that is their weekly limit.

I'm unable to reach out to any of them and live chat keeps saying I need to send a email.

I have send everything to them, that they asked for. This is giving me so much stress and I have been crying almost every single day.

Hello,

On July, 2nd 2021 I received an email about 30 cashspins in several slots for a deposit of at least 20 Euro. I deposited but did not receive any spins in the slots of question. So I went to the chat and "Fleur" asked me to try Book of Darkness. I received 30 spins, played them and noticed that they were bonus spins instead of cashspins. I went back to the chat and Fleur refused to "understand" the problem. Of course, she gave me bonus spins instead of the promised cashspins. She claimed that my "real cash winnings" were pending because I had a bonus. Of course, I had no bonus before but only after playing the freespins she gave me as bonus spins instead of cashspins. Those were the winnings, there were no other because I hadn't played my deposit yet. I asked her several times to exchange my bonus into real cash but she did not answer. Instead, after ignoring me for quite a while, she later responded that my deposit and the bonus (from the bonus spins she gave me instead of cashspins) had to be wagered 40 times! For a win of 1,04 I was supposed to wager my deposit 40 times... She refused to connect me to a supervisor for which I asked multiple times, then she pretended to be busy with other chats, then she pretended that I was not in the chat anymore even though I was still writing and sending messages and then she closed the chat due to "inactivity".

I started the chat again but nobody entered. When I tried later I talked to Emma. She apologized but then said the same that Fleur had already told me. So I repeated that I will send this to Askgamblers. I also wrote an email to the support to which nobody has responded yet. Obvoiusly, this was the attempt to trick me into playing with a bonus I did not want to have.

Instead of having some fun with playing with my deposit and some cash spins I was offered, I spent more than an hour in a more than irritating and annoying chat with support-members who tried to make me play with an unwanted bonus - and a withdrawal limit since every deposit under 50 Euro has a max. cashout of 10 times the deposit when playing with a bonus.

Today I talked to Lorena in the chat. She deleted my bonus money of 1,04 EUR and added another set of 30 spins in Book of Darkness. Yet it is bonus spins and still no cashspins I was offered. Moreover, there is a withdrawal limit of 100 Euro on those spins. So instead of cashspins without a withdrawal limit I received another 30 freespins as a bonus with a withdrawal limit - all that for my deposit. Lorena told me that the email was wrongly translated. Well, I received two emails, one in German and the other one in English. Both offered me 30 cashspins. Lorena kept saying that all spins were bonuses at Crazeplay and that she can't do anything about it. I played my deposit today but not the bonus spins I was given.

The casino either tried to trick me with the "wrong" cashspins or the support is playing irritating games with the customer. Either way I was offered the 30 cashspins for which I deposited and I think that this behaviour of the support/casino is totally unacceptable.