Crown Coins Casino - Player’s winnings haven’t been received yet.

I started playing on this website with a $50 bonus. I won $4000, then $2000 and then $1000. When I went to withdraw my winnings, I had to first make and initial $25 deposit, which I did. Then when I tried to withdraw again, I was told I needed to first obtain a $200 bitcoin purchase as a transaction fee and then could withdraw my winnings. I don't think this is legal. I should not have to pay to collect my money. I did not pay the transaction fee so have not yet received any money. I currently have over $21000 in the account at the site. How do I solve this?

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Dear Bonwon,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Is it legal for them to require a bitcoin purchase as a transaction fee?

Dear Bonwon,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Bonwon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi. Thank you for your response. I have not yet received anything from them. I tried yesterday to log into my account with them and was not able to. It says my userid and password were incorrect but I have not changed them. They must have blocked me or closed my account so they would not have to pay me. Is there anything you can do to help with this matter?

Dear Bonwon, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi. In response to your questions above, I have not been able to make any withdrawals at all from them. I believe I did complete the KYC verification, but since I can no longer get into the site, I can't confirm that or send you any chat conversations with them or screen shots. I was playing with a welcome bonus when I accumulated the winnings. I played only casino games. I will try again to log into the site but they must have blocked me. I will try to set up a new account with them and see what happens.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bonwon,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla