Crown Coins Casino - Player’s winnings have been confiscated.

I am filing this complaint regarding CrownCoins Casino / Sunflower Limited and three rejected redemption requests totaling $27,874.83.

I began playing on CrownCoins Casino on or around 4/7/26. I made deposits through Apple Pay on 4/7/26, 4/8/26, and 4/9/26. CrownCoins later stated that there was a malfunction involving games played between 4/8/26 and 4/10/26.

To be fair, CrownCoins had previously paid redemptions to me, which is part of why I continued playing and trusted the platform. I also want to acknowledge that CrownCoins later refunded money I spent during the period they claimed involved a malfunction. However, the refund does not resolve my main complaint because the issue is the rejection of three redemption requests totaling $27,874.83 without a full, specific accounting.

After the alleged malfunction period of 4/8/26 through 4/10/26, CrownCoins approved a redemption for me on 4/20/26. That approval is important because it gave me the impression that my account and gameplay were valid and that there was no issue preventing redemptions.

I then submitted three additional redemption requests on 4/21/26, 4/22/26, and 4/23/26. Those three redemptions totaled $27,874.83. Instead of clearly telling me right away that there was a malfunction issue affecting my account or redemptions, the redemptions were delayed with vague messages. During that delay, I was still allowed to continue using the platform, playing games, winning, and losing.

On 5/3/26, CrownCoins informed me that all three redemption requests were rejected due to an alleged malfunction involving games from 4/8/26 through 4/10/26. This was confusing and concerning because the rejected redemptions were submitted much later, on 4/21/26, 4/22/26, and 4/23/26, and CrownCoins had already approved a redemption on 4/20/26 after the alleged malfunction period.

My main concern is not simply that CrownCoins has a rule about malfunctions. I understand that gaming platforms may have terms that address malfunctions. My concern is that CrownCoins has not provided specific documentation showing how this alleged malfunction was connected to my account, my gameplay, and the full $27,874.83 in rejected redemptions.

I have requested specific proof and a full accounting, including:

The affected game titles

The exact session times involved

The spin history or gameplay records

The win/loss breakdown

The ledger details for my account

The calculation used to determine that the full $27,874.83 should be voided

An explanation of why a redemption was approved on 4/20/26 but later redemptions on 4/21/26, 4/22/26, and 4/23/26 were rejected

An explanation of why I was allowed to continue playing, winning, and losing while the issue was supposedly under review

As of this complaint, I have not received a full accounting or specific records showing how CrownCoins calculated that the entire $27,874.83 was malfunction-related. Instead, I have only received general explanations that refer to a malfunction and their terms and conditions.

In my opinion, citing a malfunction policy is not enough when a customer’s large redemption requests are rejected. CrownCoins should be able to show exactly which games, spins, sessions, wins, and balances were affected, and how those affected amounts led to the rejection of all three redemption requests.

I am requesting that CrownCoins either honor the rejected redemption requests totaling $27,874.83 or provide a detailed accounting with specific records proving how the full amount was calculated as malfunction-related. I am also requesting a clear explanation for why my 4/20/26 redemption was approved after the alleged malfunction period, while the later redemptions were rejected.

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Dear R5BP,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly specify which games you concentrated on and from which provider?
• Could you please confirm when you first received notification from the casino regarding the malfunction?
• Could you also share when was the last time you made a deposit into the casino?
• Additionally, could you indicate whether you gained your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for reviewing my complaint and for your willingness to help.

To answer your questions:

I played several different games on Crown Coins Casino. Because the gameplay in question goes back to April 8–10, 2026, I do not want to guess or unintentionally misspeak about the exact games, sessions, or providers involved. From my screenshots and memory, games I know I played around this overall period include Family Feud Bonus Blitz, x1000 Golden Penny by Playson, Crown Coins Eggsplosion, 4 Supercharged Clovers, Mu Mino’s Treasures, and 4 Pot Riches by Playson. However, I cannot personally confirm from memory that every one of those games was played specifically during the exact April 8–10 period.

I won substantial amounts across different games and sessions, which is why I am asking Crown Coins to provide the specific game titles, providers, dates, times, spin history, and ledger entries they relied on when deciding that my rejected redemptions were connected to a malfunction.

The first notice I received from Crown Coins that my redemptions were being rejected due to alleged malfunctioning gameplay was on May 3, 2026. Crown Coins stated that the malfunctioning gameplay occurred between April 8 and April 10, 2026. Before May 3, my redemptions had been delayed and reviewed starting with my April 21st redemption. I was paid out one the day before on April 20th, but I had not been given a detailed accounting showing exactly which games, spins, sessions, or winnings were supposedly affected.

The last time I made a deposit/payment into Crown Coins Casino was May 12, 2026.

Regarding whether the winnings came from an active bonus, I do not want to guess or give inaccurate information. To the best of my knowledge, I was playing with my Sweeps Coins balance and not relying on free spins. However, if Crown Coins believes any specific bonus or promotional terms applied, I respectfully ask that they identify the exact bonus, promotion, date, terms, and amount they claim were connected to the disputed winnings.

Best regards, 

[Redacted]

Dear R5BP,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello R5BP, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Crown Coins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being denid? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear R5BP, I have received a message from the casino representative, confirming your statement regarding gameplay error.

I have requested evidence of the issues for internal review. If i receive anything, I will not be able to share it with you, however I can confirm (or not) the legitimacy of the claim. I will post an update once I hear back from the casino.

Hello R5BP,

Thank you for your continued correspondence regarding this matter.

Please note that your concern regarding the gameplay malfunction has already been addressed through your support ticket, and the applicable information available regarding the review outcome has been provided.

Although the redemption requests were submitted after the affected gameplay dates, all redemptions remain subject to final validation before completion. Once the malfunction review was finalized, the pending redemption requests connected to the impacted gameplay were reversed in accordance with our Terms and standard procedures.

Regarding your request for detailed internal data, including system records, gameplay logs, provider communications, this is not something we normally or standardly share externally, including during third-party complaint reviews.

We hope for your understanding. We wish you all the best!

Kind regards,

CrownCoins Support Team

Dear R5BP, I can confirm receiving similar message myself, and I have responded to the casino requesting the evidence. Depends on the response, I believe this complaint will be concluded shortly.

Dear R5BP, unfortunately the casino is refusing to provide any kind of evidence of the glitched game. I have tried to contact some people who may be able to persuade the casino management into releasing the evidence, however I can't guarantee it. We'll wait until the timer runs out, then if no further communication is given, we will act accordingly.

We would like to ask the 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’ which may negatively affect its rating.

Dear R5BP, I have managed to establish contact with the casino's management, and obtain the evidence requested originally from the casino representative. While I can't share the evidence as it contains internal data, I can confirm there has been an issue with the RTP and the winnings were gained in error. In light of this evidence, I can confirm that your winnings were voided in line with the casino's T&C 18:

18. If we credit Crown Coins, or Subscription or Day Pass benefits to your User Account by mistake, whether due to technical or human error, such Crown Coins or other benefit will remain our property and will be deducted from the balance held in your User Account.

Furthermore, terms 10.3 - 10.8 continue to inform that any issues with the system or games, will be fixed retrospectively. With the above being said, I believe the mediation process has reached its conclusion. I will leave this thread open for now, in case you have further questions, issues or there is anything else I have not addressed.

Since the complaint has been investigated and there are no further questions from yourself, dear R5BP, I will now close this thread.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.