CrownPlay Casino - Player claims that payment has been delayed.

I was told I have to do 750 dollar transactions only I have lodged the withdrawals and out of the 6 or seven I need to do only 2 have gone throu so far. T I started this 3 weeks ago. The customer service people just keep saying it will happen someday but can't tell me when.

Dear Mistro2125,

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.

Dear Mistro2125,

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.

I have only received 2 payments of 750. It has to be done in 750 lots for some reason. But I have 3 more 750 dollar withdrawals I am waiting for and I have a further 250 dollars on the account that I can't do a withdrawal for yet.

Still nothing

Why do 2 parts of payment go throu and then just stops again. I keep just getting thanks for my patients and told how safe my money is with them and how there delayed because of so many transactions it up. Maybee if you didn't have to do 7 withdrawals to get one amount it would make it easier for there financial department. It feels a lot like there trying to make people just give up and play there winnings back throu to me

Dear Mistro2125, I kindly ask you to clarify the following:

How much money in total have you already received?

How many withdrawals are currently pending, and what are their amounts?

How much money do you currently have in your casino account that you still plan to withdraw?

Additionally, please upload or email updated screenshots of your withdrawal history, clearly showing:

• Completed withdrawals
• Pending withdrawals
• Any failed or cancelled transactions (if applicable)

You can upload the screenshots here or send them to my email: dominika.l@casino.guru.

Dear Mistro2125,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika