CrownPlay Casino - Player claims that payment has been delayed.

I currently have 3 pending withdrawals not being processed and deliberately delaying the process by cancelling my requests to push out the dates

The casino states withdrawals are processed within 3 business days. However the first withdrawal request submitted was on 17 April 2026, a few days later it was cancelled with no reason or required action from me. Then when I resubmit the date for processing starts over again so the date has now changed to 22 April 2026. This timeframe has well been exceeded regardless of their shady intentions.

All up I had $5000 balance on 17 April but their rule for daily withdrawal limit is $750/$780 per day so on 17, 18 & 19 April I submitted 3 separate withdrawal requests.

Even though I would like to withdraw my remaining balance even by $750 each day I'm fine with doing that but maximum pending withdrawal limit is 3 transactions so my original requests are still "under review" and I can't withdraw more until the 3 pending have been completed.

i have successfully withdrawn funds in the past and my verification is complete and no further documentation is required.

I have contacted support multiple times via live chat and email. I have received repeated generic responses with no clear timeframe or resolution.

Support has confirmed:

- There are no issues with my account

- My withdrawal is valid

- It is still "in queue" or "being processed"

The last live chat with support was not last night but the night before and they went so far to tell me that my withdrawals were being processed in that point in time.

of course this was an outright lie and nothing has been processed, the status remains the same.

It's not even bitter sweet anymore- it's completely unfair and so frustrating. This was the most money I've ever won and it feels like it could take until the end of the year to receive it all but what's worse is I hate that the remaining funds are there for the taking and it's too much of a temptation to use it.

I have screenshots of my wallet and interactions with support for you to verify the history.

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.

Dear BelHarlem,

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 BelHarlem,

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.

Hi, yes it is exactly 2 weeks since submitting the first withdrawal and nothing has happened. The status remains the same.

Dear BelHarlem, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear BelHarlem,

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,

Karla