CrownPlay Casino - Player claims that payment has been delayed.

Dear Casino Guru Team,

I am seeking your help regarding a severe delay with my withdrawals at CrownPlay Casino. On July 23, 2026, I requested two withdrawals totaling €500 via Revolut. Since then, the status has been stuck on "Under review".

My account is fully verified. Furthermore, I have successfully withdrawn funds from this casino using this exact same Revolut account in the past, so there should be no technical or verification issues holding up the payment.

I have contacted their Live Chat support multiple times. The agents simply provide generic responses, stating the Finance Department is processing it and mentioning "different checks" without ever specifying what is wrong. Today, August 3rd (11 days after my requests), a support agent named Lumi asked me to wait another "three to four business days".

This goes completely against their stated processing times. I strongly believe the casino is intentionally stalling the payment in hopes that I will cancel the withdrawal and play the funds.

I have attached screenshots of the pending withdrawals and the chat transcripts proving their stalling tactics. I politely request your assistance in mediating this issue so I can receive my legitimate winnings.

Thank you for your time and help

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Dear MushroomKKKK,

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

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

Dear MushroomKKKK,

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,

Jean