CrownPlay Casino - Player believes that their withdrawal has been delayed.

I requested 3 sperate withdrawals from CrownPlay Casino, all of which remain stuck "under review" well pas the Casino's own stated processing time. Total disputed amount $3600. My total balance I'm trying to withdraw is $14600 and because my max is $1200 per day at 3 withdrawals max at a time so this will take me some time to draw all out. the current withdrawals are still showing "under review in the cashier with no further progress. I have contacted CrowPlay support approximately 4-5 times via email and live chat, but have received the same message. Their finance is looking at it. i have also reached the maximum number of permitted pending withdrawals (3), meaniing I am currently umable to request any further withdrawals until these are resolved. I would like CrownPlay to confirm the status of each of these transactions, explain why they remain unresolved beyond their own stated timeframe, and process the payments without delay. Have spoke to 4 different people on live chat that keep telling me it takes 3 days.

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Dear TeeT,

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

Dear TeeT,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear TeeT,

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.

They paid me out all 3 withdrawals of $1200 each. And when I tried to withdrawal more I wasn’t able to. They advised my max has dropped to 800 per withdrawal to 3 Max each time. They couldn’t explain why it happened. It looks my VIP status was dropped a level down to avoid me making $1200 withdrawals. I then received 3 lots of $800 and now waiting on more. While I waited, they declined one of my $800 withdrawals. They said it’s an error and I have to choose another method and would again reset the time I wait. This is ridiculous. A VIP manager emailed me offering a promotion. I said NO not interested and the same day one of my $800 withdrawals was declined. I then checked my transactions and 2 in total were declined but one of them magically appeared back " processing". They’re making it very difficult for me to withdraw.

ear ${userName},

Thank you very much for your update. I am glad to hear that your initial withdrawals have been successfully processed, although I understand your frustration with the issues you are currently experiencing.

To help me better understand the current situation, could you please clarify a few points?

• Since the original disputed amount of A$3,600 has now been paid out, could you please confirm how much you are currently waiting to withdraw or what the total amount of your pending withdrawals is?
• Could you please share a screenshot of your currently pending withdrawals as they appear in your casino account?
• If possible, could you also provide a screenshot or copy of the communication in which the casino informed you that your withdrawal limit had been reduced and that one of your withdrawals had been declined?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear TeeT,

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.

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,
Karla
Casino.Guru