Complaint #3
Crazy Spins Casino
Withdrawal Problem
11 years ago
I requested a withdrawal for a modest £90 on 4 Jul. It has been Pending ever since and I've grown increasingly frustrated at the continual fobbing off and lack of information from the Support Team. They've continually promised me that the withdrawal would be processed but nothing ever happens.
They initially claimed that they had sent me emails about the withdrawal but they kept bouncing back...even though I constantly receive the bonus offer emails ? I added their email address to my approved senders list as instructed but still received nothing ?
Then they were claiming that my email ID had been blocked in their system but at least three times when I contacted the Live Chat they said the problem had been resolved and I would get an email from them and the withdrawal would be processed.
I kept asking them why they needed to send me an email anyway when I just wanted them to process the withdrawal. They wouldn't tell me the content of this mysterious email either ?? I kept saying to them that if I had done something incorrectly or needed to send them any information to process the withdrawal, just to let me know but all I would get back was "wait for the email" ! This never arrived !
Then they even said on a few occasions that the Manager was dealing with it and s/he would personally email me first thing the following day....still nothing !!
Sometimes when you try to access the Live Chat, it is unavailable. This is the only site that I have ever had withdrawal problems though I see now that there are many unscrupulous sites operating out there.
I have provided a copy of my last communication with the Support Desk which also includes the communication before that...
General Info
Chat Start Time: 8/4/14 11:41 PM
Chat End Time: 8/4/14 11:58 PM
Chat URL: https://www.crazyspins.com/en/
Referer URL: https://www.crazyspins.com/en/
Name: Visitor
Email: XXXXXXXXXXXX
Phone:
Initial Question:
Chat Transcript
11:41:45 PM [Help Desk] Hello, Welcome to Casino Help Desk, how may I help you?
11:42:09 PM [Visitor] General Info
Chat Start Time: 8/3/14 3:44 PM
Chat End Time: 8/3/14 3:58 PM
Chat URL: https://www.crazyspins.com/en/postlogin/transactions
Referer URL: https://www.crazyspins.com/en/postlogin/transactions
Name: Visitor
Email: XXXXXXXXXXXXX
Phone:
Initial Question:
Chat Transcript
03:44:53 PM [Help Desk] Hello, Welcome to Casino Help Desk, how may I help you?
03:46:40 PM [Visitor] My username is XXXXXXX. I'm here again with the same old problem and not getting anywhere. The last person I spoke to here a few days ago ABSOLUTELY PROMISED ME...they gave their word that this matter would be resolved and I STILL haven't heard anything !! This is the 7th time I have contacted you and not getting anywhere !!
03:48:26 PM [Help Desk] dear player I am aware of your situation and complete agree that you withdrawal been pending from long time. there was a issue with emailing tool and your email id was blocked in it. we did site maintenance on Thursday and test the issue on Firday its been fixed properly now
03:49:12 PM [Help Desk] On MOnday you will have get email from accounts. Manager has called accounts team early and we will send your email early morning by 9.00 AM
03:49:22 PM [Help Desk] kindly wait for few more hours
03:49:52 PM [Help Desk] in future there will be no issue regarding sending and receiving email from accounts
03:50:04 PM [Help Desk] we tottaly understand situation
03:50:20 PM [Help Desk] Manager will persoanlly email you
03:51:10 PM [Visitor] Forgive me, but this is what I've been told the last three times. It's always going to be sorted tomorrow and the manager is always going to email me but I never receive anything ??
03:51:27 PM [Help Desk] please take my words for the last time
03:51:29 PM [Visitor] Wy do you need to send me an email anyway when you just need to process the withdrawal ??
03:51:57 PM [Help Desk] dear player we are not aware of your wagering / play through requirement
03:53:03 PM [Visitor] What has that got to do with it ? Are you saying there is some issue with the play through requirement ? Or do I need tosend you further information ?
03:53:34 PM [Help Desk] dear player accounts will update you about it
03:54:24 PM [Visitor] So you're not going to tell me anything ?? I have to now wait again for this email which is never going to arrive ?
03:54:50 PM [Visitor] I don't understand why you just can't contact the accounts team and find out what the problem is ??
03:58:41 PM [Visitor] Thank you for not responding...
----------------------------------------------------------
11:42:46 PM [Visitor] I'm very disappointed to have not received anything YET AGAIN !!!!!
11:44:13 PM [Help Desk] Dear player let me chk your status with accounts team
11:48:24 PM [Help Desk] Dear player accounts team was processing all pending withdarwals today but unfortunatly we had some bugs in our back-end system...tech team is fixing those bugs...once the will rectify the issue, accounts team will process the withdrawals
11:49:04 PM [Visitor] How many times have you said that to me...this is the fourth time that I was promised.
11:49:57 PM [Help Desk] this is the last time...and hopefully there will be no need to come again on live chat for the same issue again
11:50:43 PM [Visitor] How long will it take ?
11:51:01 PM [Help Desk] around 24 hours
They initially claimed that they had sent me emails about the withdrawal but they kept bouncing back...even though I constantly receive the bonus offer emails ? I added their email address to my approved senders list as instructed but still received nothing ?
Then they were claiming that my email ID had been blocked in their system but at least three times when I contacted the Live Chat they said the problem had been resolved and I would get an email from them and the withdrawal would be processed.
I kept asking them why they needed to send me an email anyway when I just wanted them to process the withdrawal. They wouldn't tell me the content of this mysterious email either ?? I kept saying to them that if I had done something incorrectly or needed to send them any information to process the withdrawal, just to let me know but all I would get back was "wait for the email" ! This never arrived !
Then they even said on a few occasions that the Manager was dealing with it and s/he would personally email me first thing the following day....still nothing !!
Sometimes when you try to access the Live Chat, it is unavailable. This is the only site that I have ever had withdrawal problems though I see now that there are many unscrupulous sites operating out there.
I have provided a copy of my last communication with the Support Desk which also includes the communication before that...
General Info
Chat Start Time: 8/4/14 11:41 PM
Chat End Time: 8/4/14 11:58 PM
Chat URL: https://www.crazyspins.com/en/
Referer URL: https://www.crazyspins.com/en/
Name: Visitor
Email: XXXXXXXXXXXX
Phone:
Initial Question:
Chat Transcript
11:41:45 PM [Help Desk] Hello, Welcome to Casino Help Desk, how may I help you?
11:42:09 PM [Visitor] General Info
Chat Start Time: 8/3/14 3:44 PM
Chat End Time: 8/3/14 3:58 PM
Chat URL: https://www.crazyspins.com/en/postlogin/transactions
Referer URL: https://www.crazyspins.com/en/postlogin/transactions
Name: Visitor
Email: XXXXXXXXXXXXX
Phone:
Initial Question:
Chat Transcript
03:44:53 PM [Help Desk] Hello, Welcome to Casino Help Desk, how may I help you?
03:46:40 PM [Visitor] My username is XXXXXXX. I'm here again with the same old problem and not getting anywhere. The last person I spoke to here a few days ago ABSOLUTELY PROMISED ME...they gave their word that this matter would be resolved and I STILL haven't heard anything !! This is the 7th time I have contacted you and not getting anywhere !!
03:48:26 PM [Help Desk] dear player I am aware of your situation and complete agree that you withdrawal been pending from long time. there was a issue with emailing tool and your email id was blocked in it. we did site maintenance on Thursday and test the issue on Firday its been fixed properly now
03:49:12 PM [Help Desk] On MOnday you will have get email from accounts. Manager has called accounts team early and we will send your email early morning by 9.00 AM
03:49:22 PM [Help Desk] kindly wait for few more hours
03:49:52 PM [Help Desk] in future there will be no issue regarding sending and receiving email from accounts
03:50:04 PM [Help Desk] we tottaly understand situation
03:50:20 PM [Help Desk] Manager will persoanlly email you
03:51:10 PM [Visitor] Forgive me, but this is what I've been told the last three times. It's always going to be sorted tomorrow and the manager is always going to email me but I never receive anything ??
03:51:27 PM [Help Desk] please take my words for the last time
03:51:29 PM [Visitor] Wy do you need to send me an email anyway when you just need to process the withdrawal ??
03:51:57 PM [Help Desk] dear player we are not aware of your wagering / play through requirement
03:53:03 PM [Visitor] What has that got to do with it ? Are you saying there is some issue with the play through requirement ? Or do I need tosend you further information ?
03:53:34 PM [Help Desk] dear player accounts will update you about it
03:54:24 PM [Visitor] So you're not going to tell me anything ?? I have to now wait again for this email which is never going to arrive ?
03:54:50 PM [Visitor] I don't understand why you just can't contact the accounts team and find out what the problem is ??
03:58:41 PM [Visitor] Thank you for not responding...
----------------------------------------------------------
11:42:46 PM [Visitor] I'm very disappointed to have not received anything YET AGAIN !!!!!
11:44:13 PM [Help Desk] Dear player let me chk your status with accounts team
11:48:24 PM [Help Desk] Dear player accounts team was processing all pending withdarwals today but unfortunatly we had some bugs in our back-end system...tech team is fixing those bugs...once the will rectify the issue, accounts team will process the withdrawals
11:49:04 PM [Visitor] How many times have you said that to me...this is the fourth time that I was promised.
11:49:57 PM [Help Desk] this is the last time...and hopefully there will be no need to come again on live chat for the same issue again
11:50:43 PM [Visitor] How long will it take ?
11:51:01 PM [Help Desk] around 24 hours
Screenshot
