CrownPlay Casino - Player is struggling with delayed withdrawals.

Good evening! I made a deposit in October and I have played at crownplay, winning the big jackpot twice in amusnet games.

I have received several withdrawals with endless messages of course! (psychological warfare!)

the last withdrawal requests were made on 14-15-16/4, you have the right to make up to 3 withdrawal requests, 1 request per day! and whenever they want they put money in your account!

since 27/4 they ask me to do identification! ok. makes sense!

I sent an ID. Debit card back and forth. Selfie.

In December my debit card expired and I had to change it! I changed it and the bank threw away the old one! I contacted the VIP department and they told me that I wouldn't need the old card again! I made a deposit with the new one so that the withdrawals could be made there!

They ask me for my old card at the identification! I explain that it doesn't exist! They keep asking for it! I find a photo, send it, and then they ask for a paper from the bank. I go and get a paper saying that I had this card, it expired, and I got the other one with all the details!

then they ask for transactions that took place in March in PDF format! I send and today they say that they rejected them because they don't do that to them! and in the account they ask for a deposit that I have made from 3-6 months, that is, December, January, February, which I have not made a deposit because they told me that because I have a high balance it is not necessary! I have a deposit on 18/11 and 4/3! and again they will do it from Monday because they do nothing on the weekend! how and where can I file a complaint? they have broken my nerves. it is not possible to deal with them all day every day and make fun of me! since I won, should I not get my money? There is NO worse casino than this!

Thanks

Dear tzelanastas852,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided (apart from those you mentioned in your message) and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good evening! They asked me for my account statements for March in PDF format. I took screenshots, converted them to PDF format, and sent them by email as they told me. 8/5.

This is all happening from 4/26! I already had withdrawal requests from 4/14.

of March they asked me for them by email while in the account verification they ask for the deposits I have made from 3-6 months. which do not exist! why I did not do it because they told me from the VIP department that I do not need to do it because I have a high balance!

If they can see the withdrawals and deposits, why do they ask for them?

Thanks!

Thank you very much for your reply, tzelanastas852. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They have completely closed my account! They say they can't find my email! And for the money I have, they have no say! These casinos must be closed somehow!

They just eat countless money from the world!

Could you please clarify if you accumulated your winnings with or without an active bonus? Did you save any proof that you had an account at this casino, such as an email confirming the registration, or some screenshots from the account?

Additionally, I haven't received any emails from you yet. Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I have sent you several emails and have not received a response.

Thanks

tzelanastas852, I shared my one and only official email address (kristina.s@casino.guru) twice here in this thread. I even put a warning in my first message to not engage in communication with anyone who presents themselves as a casino.guru employee outside this complaint thread, and that we never ask for any payments. Please do not reply to their emails, and do not send any funds, documents, or other casino account or personal details to anyone who portrays themselves as a casino.guru staff.

Now, in the only email I received from you, I see two messages from the casino. Do I understand correctly that the casino requested that you confirm you do not suffer from gambling addiction? If there is any other communication between you and the casino that we can review, please send it to kristina.s@casino.guru. 

Dear tzelanastas852,

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,
Kristina
Casino.Guru