The player from Australia was unable to log in as her account had been disabled. She had been attempting to upload various documents for four days, but her Revolut banking statements were not accepted, despite previously receiving a withdrawal. The player was contacted by the Complaints Team to clarify which documents had been submitted and to request alternative proof of address. Due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution at that time. The option to reopen the complaint remained available should the player resume communication.
Crowngold Casino - Player's account is disabled, delaying withdrawal.
Closed
Our verdict
Player stopped responding
Amount: A$300
Crowngold Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
I have been shut out from logging in my account has been disabled? I have been uploading documents for four days now and every time I get to upload something different which I do and at the end of all this they want my address in PDF which I gave them but they say they do not accept Revolut banking statements
I can’t believe this ?? They have given me a withdrawal prior to this and I can’t understand why they would deny me access to upload the required document
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3 weeks 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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3 weeks 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.
- Which documents have you submitted to the casino for the verification of your account so far? Have any of your documents been approved by the relevant department?
- Are there any documents that are still pending verification?
- Which documents have you provided to the casino as your proof of address, apart from the Revolut statement? Do you have any utility bills in your name that you could send to the casino?
- When was the last time you contacted customer support regarding the suspension of your account?
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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2 weeks ago
Dear Buddah8888,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
