Crown Slots Casino - Player's withdrawal is delayed due to VPN accusation.

The casino accused me of using a VPN to play on their site, which is not true. The site is accessible without the use of a VPN, and it was not used during the game.

Hello sorrow321,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Crown Slots Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Do you ever use VPN at all?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was fully verified last month, around February 20th.

Yes, sometimes I use VPN for some sites. However, I did not use VPN on their site because it is not necessary, their site and games are available without VPN, I did not connect it. And I monitor this.

The last time I wrote to them in live chat was March 13th, when I received this letter about using VPN. I said it was a mistake, but they did not help me in any way.

Thank you sorrow321 for all the information provided. As we need further evidence from the casino regarding the usage of VPN, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you sorrow321 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Crown Slots Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear CasinoGuru Team,

Thank you for giving us the opportunity to comment on this complaint. We highly value customer satisfaction and are happy to provide clarification regarding this issue.

The delay in the player’s withdrawal was due to an additional review of both the winnings and the use of a VPN.

According to our Terms and Conditions, using a VPN to bypass provider restrictions is strictly prohibited and may result in the confiscation of winnings.

During our detailed investigation, we confirmed that the player did use a VPN. However, it was not used to bypass provider restrictions. Additionally, the player only accessed games that are available in their region.

As a result, the review was successfully completed, and the withdrawal was approved on 2025-03-24 16:21:14 UTC.

This matter is now fully resolved, and the player has received their funds.

We trust that this explanation clarifies the situation. Based on the above, we kindly request that this complaint be marked as closed.

Should you have any further questions, please feel free to reach out.

Best regards,

CrownSlots Casino Team

Thank you very much for the update Crown Slots Casino representative.

Dear sorrow321, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yes, the casino representative is right, the problem has been completely resolved!

Dear sorrow321,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best re