The player from Switzerland has multiple confirmed withdrawals that have not arrived in his bank account. While some previous withdrawals were successful, he faces repeated delays and requests for proof from support, including needing to resend information to various representatives. Despite claims from the casino that the funds have been credited, he has received no proof and his account remains empty.
Crown Slots Casino - Player’s withdrawal is delayed and unverified.
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Waiting for Casino Guru to reply
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Crown Slots Casino
Safety Index 6.9 Above averageCase summary
Discussion
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1 month ago
Translation
Hello
I made several withdrawals to the aforementioned online casino. These were accepted and confirmed, but the money hasn't arrived in my bank account. Of all the withdrawals I made, five have been received; these five were made using a different withdrawal method. I reported this to support. I was constantly put off, then asked to provide proof. No problem, I did that, including bank statements and screenshots. After that, nothing happened. I waited and waited, and finally, when I inquired about the status, I was put off again. Eventually, they said my bank had rejected the withdrawal. I demanded proof of the transaction, transaction numbers, and confirmation that the casino had initiated the withdrawal. I still haven't received this.
I have a VIP manager, Kevin, but I feel like it's always a different person because I have to explain my withdrawal problem every single time. And every time, the whole ordeal starts all over again. It gets passed on to the finance department, and then nothing happens. They claim the money has been credited back to my account, which hasn't happened, and that everything has been paid out, or that my bank has rejected it.
But no money has demonstrably been deposited into my bank account, and my account is empty. I haven't received any proof from the casino to this day. I've only uploaded a few of the 72 screenshots. I also have bank statements I can send you. I'm asking you to help me with this problem; I can send all the necessary documents and prove everything.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me your complete withdrawal history and identify which withdrawals you have received and which remain unpaid? The amounts in the screenshots and your correspondence appear to differ, so please also confirm how you calculated the disputed amount of €8,000.
- Could you please send me bank statements covering the period from the first disputed withdrawal to the present, showing that the missing payments did not arrive? My email address is veronika.f@casino.guru.
- Has the casino provided any written confirmation that the disputed withdrawals were returned to your casino balance? If so, please forward that correspondence along with any later messages about the missing payments.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationHello Veronika
I have just sent you an email with all the screenshots and my bank statement.
Kind regards
Sven
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1 month ago
TranslationHello Veronika,
Did you receive my email?
Kind regards
Sven
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1 month ago
Dear Sven9191
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, Barbora (barbora.b@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,
Veronika
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1 month ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Crown Slots Casino representative to join this conversation.
Dear Crown Slots Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 month ago
Thank you for sharing your feedback. We're sorry to hear about the ongoing frustration with these withdrawals, and we completely understand the situation.
We don't want to leave this matter unresolved and would like to look into all the details you've shared. Could you please send us all the relevant information, including the screenshots you mentioned, to support@crownslots.com? We'll be looking forward to receiving these and will do our best to get this sorted out for you.
Best regards,
CrownSlots Casino Team
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4 weeks ago
Hi Sven,
Could you please confirm whether you have already sent the requested screenshots and information to Crown Slots at the email address they provided?
Thank you.
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4 weeks ago
TranslationHello Barbora,
I have just sent the requested documents by email.
1x PDF with 72 screenshots and 1x PDF with the bank statement.
Kind regards
Sven
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4 weeks ago
TranslationI disagree with Crown Slot's response. Furthermore, I requested that communication be continued via Casino Guru. 
I have sent the 3 pages with the payouts again.
Kind regards, Sven
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4 weeks ago
Dear Crown Slots Casino,
Could you please confirm if you've received the documents player sent by email and let us know your thoughts on the screenshot he shared in his latest message?
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4 weeks ago
TranslationThese are the screenshots from the email requested by the casino. I've sent these screenshots multiple times already, and the process is exactly the same every time.
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4 weeks ago
TranslationExcuse me, I forgot to mention that the casino's initial response looked like this.
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3 weeks ago
TranslationThe casino contacted me. See screenshot.
I then sent this screenshot to the casino.
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3 weeks ago
TranslationThis message came from the casino today.
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3 weeks ago
TranslationHello Barbora, the email arrived this morning.
I've reviewed the list and it shows all deposits and withdrawals, and I assume also the chargebacks. These chargebacks haven't arrived in my account. My account remains empty. With such a large sum, it's impossible for this to happen without anyone noticing.
I will send you the original email to your email address. barbora.b@casino.guru Please forward this. Please let me know if you have received the file.
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3 weeks ago
Hi Sven,
Thank you for the update. I haven't received your email with the original file yet. Could you please resend it and let me know once you've sent it?
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3 weeks ago
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.
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3 weeks ago
TranslationHello Barbora
I have resended the email to you. Additionally, I have sent you an email containing the Excel spreadsheet that was included as a ZIP file in the original email from Crownslots.
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2 weeks ago
TranslationToday I received this email from the casino.
My answer
I'm speechless, I've never experienced such a scam before.
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2 weeks ago
TranslationThese are the attachments mentioned in the email.
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2 weeks ago
Thank you again for sharing your feedback.
We’d like to confirm that the document we sent contains details of the payments that were returned to your gaming balance. Several withdrawal requests were not processed successfully, after which we carried out refund operations for the corresponding amounts. Following this, you were able to create new withdrawal requests, which were then successfully processed.
We kindly ask you to review the document once again for confirmation. Thank you for your understanding.
Best regards,
CrownSlots Casino Team
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2 weeks ago
TranslationHello, I have read this document several times. I have reviewed and checked all transactions on the website multiple times. Since August, I have been telling you that my money is missing, and you have not responded. I have repeatedly stated that there is something wrong with the withdrawal requests for APM143. None of these withdrawals have arrived. They were all confirmed one after the other, but the money never appeared in my account and was never refunded.
Only the 5 withdrawals using APM35 worked without any problems.
They also claimed that my bank rejected the transaction, but to this day I have received no proof of this, nor the transaction numbers that I have repeatedly requested.
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2 weeks ago
Dear Sven,
I noticed that the email address shared earlier was incorrect, sorry for the confusion. My correct address is barbora.p@casino.guru.
Could you please resend the emails and attachments you previously sent to barbora.b@casino.guru to my correct address?
Thank you for your help.
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2 weeks ago
Dear Crown Slots Casino,
Thanks for getting back to me. Could you please show when the disputed amounts were returned to the player’s balance and what happened to them afterwards?
I can see the reversal entries, but I can’t yet follow how those funds were then paid out or used. Could you send me the balance history at barbora.p@casino.guru so I can check this?
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1 week ago
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.
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3 days ago
Dear Team,
Could you please ask the client to provide the file again? As this is the client’s personal data, we cannot share it without their confirmation.
If the client declines to resubmit the data, we will request the confirmation ourselves.
Thank you for your understanding.
Best regards,
CrownSlots Casino Team
