4 Crowns Casino - Player’s winnings from bonus play have been reduced to x10 of her last deposit.

ive waited 31 days up to now for my withdraw of 200 pounds it was£ 700 i won. they took away 500 pounds told me i would have to wager £200 to get that... i deposited 50 pounds so theyl only allow me the 200. been onto them around 20 times still no processing done

Dear Janet,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the T&Cs (https://www.4crownscasino.com/en/termsandcondition.html), and this is what I found:

"8.3.1 If a player's accumulated life time deposit is not greater than 200 euros, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)"

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you clarify, whether you accumulated winnings from a real money play, or bonus play?

Regarding your delayed withdrawal – could you please indicate if this was your first attempt for a withdrawal? Did you pass the KYC?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you. Thank you.

Best regards,

Kristina

We received an email from Janet:

"the answer to your question is i played the 50 pounds in deposits differ days on 4c rowns then on my last deposit i got a bonus through depositing n won the 700 pounds after they deducted the 500 from the 700 they insist they owe me the 200 pounds as its been granted and i am entitled to that for the amount of deposits i have played in all im not interested in the 500 i understand their rule on that its the lies and the waiting time n frustration they caused saying it would take up to 21 days. they lied its now 30 odd days since they had taken it from on their dates from the second even tho i won on the 26th of september n tried to make my withdraw "

Janet, would you be so kind and confirm, that you passed the verification process?

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email. 

Thank you very much in advance.

yes i passed the verification they clarified that to me and it says on the site too..... theyve emailed me saying ill have to make a new withdraw for the 200 pounds once i verify to them that im satisfied with the terms when they told me i can be paid only the 10x amount . ive never argued over that its my 200 pounds amount which has taken too long to be processed has always been the problem ive told them i didnt read the terms of wagering that was my own fault but i am entitled to the 200 and its like getting blood out of stone all this time im just hoping i dont have to wait another month for it to be processed now that im having to make the new withdraw for the 200 instead of the 700

much appreciated for your help

Thank you very much Janet for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Janet.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

they said its now gona take up to another 21 days to process which means this has gona have taken nearly eight weeks or over i won this on 26 th of september im on the verge of seeing a solicitor they have caused such distress to me all these weeks you would think i was asking for thousands im confirming i passed the verification and they should be doing their job in keeping their side of the rules by law im entitled to this ive told them that now they have lockdown as their excuse to the lack of processing it

what is their time limit they should have one could u tell me please because ive never came across a site such as this and theyre getting away with it not just with me but the whole world people playing fair money and getting ripped n stripped from their winnings

We would like to ask the 4Crowns 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’.

unresolved in their eyes not mine im going further believe me, they tell me on chat it will process soon just be patient their favourite response .. ive spoke with my solicitor and received the advice i needed now theyve got a deadline with me

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Janet.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru