CrownPlay Casino - Player’s account has been closed.

My Account was closed they say as per{ We regret to inform you that your account has been closed following an administrative decision.} they mentioned something about section 3.9, i have asked many times what that is and to speak to a manager and get some response back.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise if you had any remaining real money balance in your casino account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi, Thanks for the reply, and i mostly just played slots on my account,

Did you pass the verification before you lost access to the account? Not sure what you mean did i pass verification?

Did you accumulate your winnings with or without an active bonus? I was currently on a active bonus and had winnings.

Could you please advise if you had any remaining real money balance in your casino account? I am not sure if i did or not

Hello errolv316,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please confirm the amount you had in your player account at the time you lost access?

Thank you for your patience and cooperation.

HI Attila, i have sent you an email showing all the emails i sent to crownplay

Thank you for your response. Unfortunately, I have not received any emails from you. Could you please confirm what email address have you used?

Additionally, could you please confirm the amount you had in your player account at the time you lost access?

Thank you in advance for your reply.

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, Jana (jana.k@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,

Attila

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, Jana (jana.k@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,

Attila

Dear errolv316,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. Please rest assured that I will reach out to the casino to rectify this issue as promptly as possible. Additionally, I would like to invite a representative from CrownPlay Casino to join our conversation to facilitate a swift resolution to your complaint.

Dear CrownPlay Casino,

Could you please clarify the reason behind the player's account blockage? Additionally, I kindly request that you provide any relevant evidence regarding this matter. You may include the statement and evidence in this conversation or send them to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation.

Kind regards,

Jana

Thank you Jana for trying to resolve this issue for me.

Dear errolv316,

We would like to kindly inform on our general T&Cs that you agreed before creating an account to our site:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Thank you for your understanding.

Best regards,

Crownplay Team

Dear CrownPlay Casino,

I hope this message finds you well. I would like to kindly request clarification regarding the recent closure of the player's account. If possible, please share any supporting evidence or relevant internal documents that may assist in understanding this situation. You can send this information to jana.k@casino.guru. Thank you very much for your continued support and cooperation in this matter.

Hi Jana, this is the same response i got from crownplay and when i asked why or for clarification all they did was say the same thing over and over again with no explanation.

Dear errolv316,

As previously highlighted under Section 3.9 of our General Terms & Conditions, the casino reserves the right to close an account without prior notice or justification.

Please be advised that in accordance with these agreed terms, and given that there is no remaining balance on your account, we are under no obligation to provide further reasons regarding the closure.

We appreciate your understanding and consider this matter finalized.

Best regards,

Crownplay Team

Dear errolv316,

I hope this message finds you well. I would greatly appreciate it if you could clarify whether there is any remaining balance available for withdrawal. The casino's previous message indicates that there are no pending balances. Thank you for your assistance in this matter.

Hi Jana, I am not sure if there was or not i know i was playing with a promotion and think i still had funds in the account.

Dear CrownPlay Casino,

In order to proceed with the evaluation of the case, I kindly request that you provide the evidence regarding the closure of the player’s account to jana.k@casino.guru. Without relevant documentation or internal information, we will be unable to properly assess the case and may have to leave the complaint unresolved. Your understanding in this matter is greatly appreciated. Thank you for your continued support and cooperation.

Dear all,

We would like to inform you that the account has been closed as a business decision, in accordance with our General Terms & Conditions that have already been provided.

Moreover, no funds were confiscated or deducted from the account.

Best regards,

Crownplay Team