CrownPlay Casino - Player's account remains active despite gambling addiction.

I am asking for no judgement here, im a man with absolutely nothing now.

Unfortunately I am quite a severe gambling addict and with getting constant emails over the months about deposit specials and being given a VIP manager even though they knew I was from Australia and I kept getting lured in. I finally notified them over email on the 9th of Jan from an email that wasn't registered to the account but clearly wrote my name & email address linked to the account at the very top of the request with a long winded email admitting to being a gambling addict and I wish they stopped me earlier by noticing the signs. I told them I had lost everything I own as well attached with a medical certificate showing I suffer from a severe medical condition called psychosis so I tend to ago into my own world and become very vulnerable. So they basically took advantage of my vulnerability by claiming my email wasn't valid.

Fast forward to the 22nd of Jan after losing a significantly large portion of money I begged them to come to some sort of settlement so I could get my life back as I was draining my business money. I was pleading with them to FaceTime me so we could speak and if they would consider anything.

They wrote back an hour later addressing me by the wrong name (A completely different user) Which I think they did deliberately as they knew how bad of a gambling addict I was, notifying that my account was shut down to which I thought the name was just a typo and they legit shut my account down. Turns out it wasn't my account that was shut down. Also, taking no responsibility for my wreckless spending and refusing to agree to any sort of settlement.

I emailed them again on the 30th of Jan with a bit more anger in my tone this time accusing them of ignoring my extremely high vulnerability and also intentionally calling me the wrong name and pretending to shut my account down. To this date I still haven't received a response to this email either asking why they haven't shut my account down yet.

on the 10th of Feb I emailed them once again asking why they didn't shut my account down and I accused them again of taking advantage of my extreme addiction. I then threatened to expose their predatory nature on all related online gambling sites to show the world how nasty these owners really are, to expose them for who they really are and show they have no duty of care whatsoever.

I have sent my business into bankruptcy, I have lost my family due to my gambling addiction and I honestly don't know how I make it day by day at the moment. These nasty people just ignored all these things I told them and continued to let me gamble what I think would be $200000 since my first email acknowledging I have a severe problem and trying to request some sort of refund.

I need help recouping the deposits from this date due to the predatory nature of their business model ignoring people like me so I keep spending money and ruining my life while lining their pockets.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with CrownPlay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your original self-exclusion request from January the 9th? Send emails or chat transcripts to my email at attila.g@casino.guru.

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.

Best regards,

Attila

I have only ever had 2 responses back when I’ve asked for my account to be closed -

I requested my account be shut down immediately but off a different email address but was very clear at the top of the page with my account details. They said in line with their policy I have to send it off the email the account is linked with. So I did that and got absolutely no response.

The second time I asked is which is mentioned above is when they wrote back to the email but referred to me as the complete wrong name and said my account is closed. Sure enough it wasn’t shut down. I genuinely believe this was a tactic so they can say it was an accident.

now I’ve been able to review further I’ve asked about 6 times for my account to be shut down to either being ignored or being given bonus bets to use to keep my gambling. It is quite predatory behaviour and is ruining lives. They know exactly what they are doing.

i will email you the examples in the next 30 minutes.

i honestly can’t remember if I’ve ever done a KYC with crownplay. I know however, my account says it’s verified when logged in.

Did you get my email? Just not too sure how long I should be waiting for a response that’s all.

Dear Player,

Thank you for your response. Could you please confirm whether you currently still have access to your account? Has the casino acknowledged your email from January the 22nd?

Thank you in advance for your reply.

As of Saturday March 14th it’s been closed. They would rarely acknowledge my emails. They pick and choose what they respond to first. They knew a vulnerable player was asking for it to be shut down.

yhe only acknowledgements I got were giving me bonus bets

Dear Player, thank you for your response. Could you please confirm whether you have made any deposits into your casino account between the 22nd of January and the 14th of March? If so, could you please forward the receipts of your deposits?

Thank you in advance for your cooperation.

There is approximately 110 individual transactions at $1000 which will be really hard to upload. Would it be possible for crownplay to be cooperative and share me deposists during that period since they have restricted my access I can’t screenshot any deposits on my account.

Dear Player, thank you for your response. You can also forward a bank statement covering the relevant period.

Thank you in advance for your cooperation.