The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue was resolved when the casino processed the withdrawal, and the player confirmed receipt of the funds, although he noted a fee of 56 euros. The complaint was subsequently marked as 'resolved' by the Complaints Team.
CrownPlay Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
CrownPlay Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
The Crownplay casino hasn't even processed my withdrawal of 1500 euros in BTC! It's a sister casino to Posido! Where I had to wait 2 months for my money, the same thing happened here!!!!! In the chat I get the same automatic replies, I think it's clear what's going on here, the new lady tactic of not paying out until the customer loses nerve and complains, I have to disappoint you!! I don't want to gamble with my money again or pay into the casinos until my money comes!! Crownplay always has exactly the same replies in the chat as Posido, such a small sum for so long, so if you win 15,000 you never get it, I don't understand the casinos, you lose the desire and trust to pay online !!!!!!!!!!!!!!!!!!!!!
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9 months ago
Dear scatterjoe,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
TranslationNothing has happened yet, the payment hasn't even been processed, it's not even being checked, nothing has happened since June 2nd and a chat which I believe is AI always gets exactly the same standard answers!!!!! Just like with Posido, I had to wait a total of 2 months for a ridiculous 1800 and it's probably the same game here, so I'll probably only play offline in future or stake.co, they always pay so horribly that you have to beg for your own money, now as I said nothing, absolutely nothing has happened since June 2nd, you can even cancel the payment which is fine :) you know that as well as I do, so please write to this scam shop, thank you!
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9 months ago
TranslationNothing happened in the chat today either, it's the same old thing! With pre-made answers that all employees have!!!
Payouts are not even processed after almost 2 weeks
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9 months ago
Dear scatterjoe,
Thank you for reaching out to us.
We are terribly sorry for the delay and for any inconvenience that might have caused.
We are working with the relevant department in order to process your request in a timely manner.
As soon as we have an update we will let you know.
Best regards,
CrownPlay Casino Team
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9 months ago
TranslationThank you so much! I hope these aren't just empty words! I've been a regular customer at Dama and Hollyconcasinos and their sister brands for years and have never really had any problems! But since the last time I tried Posido, there have been serious blockages with every withdrawal. To be fair, though, maybe the casinos are having some staffing issues, which is why it's taking a little longer.
But nice that you answered
If you resolve this quickly, I am fair, then I would be willing to withdraw the complaint and rate you well on casino guru and other portals
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9 months ago
TranslationMy withdrawal has just been processed but it is not in my wallet yet, which in rare cases can take 2-3 hours. If the money arrives today, I will inform the casino guru team so that they can delete the complaint and I will give your casino a good rating!
Because I'm air and if my money comes today then Crowncasino was fair. I also hope that the sister casino joocasio, which belongs to the same group of companies, will pay me out soon too. What's going on there is pure madness!
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9 months ago
TranslationDear casino team, the casino has paid all the money, only the fees of 56 euros are boring, I think it's a bit high at 1500 euros, well, but they have paid, you can close the complaint
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9 months ago
Dear scatterjoe,
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,
Dominika
Casino.Guru
