The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The delay was attributed to the casino's processing times despite his account being fully verified. After five days, the player confirmed receipt of the payment. We marked the complaint as resolved following the successful withdrawal.
Crowngold Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
Crowngold Casino
Safety Index 7.3 Above averageCase summary
Discussion
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2 months ago
Translation
Hello Guru Team,
I am fully verified. The casino is not paying out my money. I have been waiting for 4 days.
Thank you so much for your help!
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2 months 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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2 months ago
Dear luckypunch777,
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
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2 months ago
TranslationCould they finally get in touch with the casino? Make themselves useful to their members.
The casino is lying to me and stalling me, damn it! My account is fully verified. There's no reason they haven't processed my withdrawals for four days!
They are disregarding Responsible Gaming rules!!! I wanted to set up a cool-off period and was given free spins if I didn't comply!!!!
Guru finally helps, for goodness' sake!!
Thanks
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2 months ago
TranslationI received the payment after 5 days.
This thread can be closed!
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2 months ago
Dear luckypunch777,
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 regards,
Karla Mayfly
Casino.Guru
