CrownPlay Casino - Player faces delayed withdrawals and account issues.

After a year & a half of soul shattering grief & trauma, I finally had some luck & hit a Jackpot of $20100 playing the slots on Crownplay casino.

I was not playing with a bonus.

I've been verified with crown play & all my details were up to date.

(Except they had my birthday as 1/09/83 which is wrong) I contacted customer service to change this & they didn't allow me to, they said it wouldn't make a difference & it can only be changed if they ask for verification in the future. Very odd why they would not change it when I asked them to. Verry odd.

So I was VIP level 5 when I hit the jackpot. So I withdrew the maximum amount which is only $2,500. This was paid out in 2 days. I requested $2500 again & this was paid out in 6 days.

I was very confident as I had been a very loyal customer to Crown play and my withdrawals were being paid out within 3 business days asper Crown plays terms & conditions.

Because I had withdrawn some money my VIP level was dropped from VIP #5 to VIP #3. I went to make another withdrawal and found out I could only get $1200 on VIP #3.

At present I have 3 pending withdrawals of $1200 each submitted on the 29/5/26 - 30/5/26 - 31/5/26.

Crown play has gone mute on me regarding these withdrawals.

Customer service says there is a backup of withdrawal requests, which I highly doubt is the problem for the delay. It's been two weeks = 14 days since I made the first withdraw request. They definitely don't have two weeks of backed up requests.

My first two payments were made on time, within crown plays t&c three business day timeline.

My account has been successfully verified in the past.

My ID and documents are all up to date.

I did not deposit or play with any kind of bonus.

I don't see any logical or just reason for this delay. They are stalling on purpose, trying to get me to play my winnings down so I loose it all.

Can Crown play start paying my withdraw requests on time and consistently please. This is a big win for me and I am trying to make it a positive step for me getting my life back on track after a year of soul shattering grief and trauma.

I Suffer from PTSD and the delays Crown play have inflicted onto me & my account have caused my mental health to decline.

I currently have $19500 in my account which I intend to withdraw.

But I have been dropped down to the lowest level which is VIP #1 and will only be allowed to request $800 at a time. Pictures of this it is going to take me close to 9 months to withdraw my funds which is a very very long time, there shouldn't be any more delays.

My PTSD affects me greatly. I've been through so much trauma I really can't take anything more right now.

I hope Crown play can understand this and show some empathy towards my situation.

Thank you. James

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Dear Jumbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process at Crownplay casino. It certainly sounds like a frustrating experience, especially given your circumstances.

To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• Do I understand correctly that your account is fully verified? When was your account verified?
• When did you win a jackpot?
• Could you provide a screenshot of the game?
• Please provide a screenshot of your withdrawal history page. You can also forward any evidence to jean.s@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean.

Thanks for getting back to me.

I have sent the requested screenshots to your email.

My account has been verified on numerous occasions over the last 10 months from other withdrawals I have made.

I won my jackpot on the 29/05/2026.

The game was Gold smash - Jackpot Hunt.

The casino has told me multiple times that my money is safe.

Except the fact it's being withheld & I am unable to access my money.

What I don't understand is how they can send me 2 x $2500 within 6 days, but then go completely silent,

drop my VIP rating from the highest level 5 to the lowest level 1.

Even though my account balance is huge ATM - I have shown respect & deposited $100 & $50.

I am an extremely loyal customer.

Crownplay were the only casino I was depositing into & playing slots online with. I perceived playing with crownplay after months & months of loss after loss after loss after loss.

I kept depositing. I finally have some luck & hit a jackpot. I won that money fair & square. So why is Crownplay making things so stressful & tough?

Any help is greatly appreciated.

James

Dear Jumbo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Jumbo,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Crownplay

Dear all,

Thank you for the patience.

We would like to inform you that your withdrawals is successfully completed, regarding the pending withdrawal it will be proceeded soon.

Kind regards,

Crownplay

Dear CrownPlay Casino representative,

thank you very much for the update. I will leave this complaint open until Jumbo confirms his withdrawals have been paid out.

Dear Jumbo,

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.

Dear all,

Thank you for the patience.

We would like to inform you that all players withdrawals is successfully completed.

Kind regards,

Crownplay

Dear Jumbo,

Could you please confirm whether you have received the payment?