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.

Hey mate, just emailed it across for you. Was good of crownplay to actually do that for me.

let me know if you Didn’t get it

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, Igor (igor.p@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 lukescott45,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the CrownPlay Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a CrownPlay Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Dear all,

We would like to kindly inform you that we are investigating the matter and we will be back to you as soon as possible with an update.

Thank you for your patience and understanding.

Best regards,

CrownPlay Team

Dear CrownPlay Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Thankyou Crownplay for picking this up and investigating it for me. Looking forward to a response and will fully cooperate in anyway possible to reach a fair and reasonable solution.

kind regards

Luke

Hi Igor & Attila, I can confirm there was a minimum of $110000 from after the 22nd of Jan with 1x $10000 withdrawal made in that time. I know you have all of this in a spreadsheet but it’s just a really delicate situation that has caused significant mental health grief in my life to the point where I’ve lost everything.

I’ve been extremely polite with correspondence with crownplay and am hoping they can conclude their investigation sooner rather than later. I’ve lost absolutely everything despite numerous attempts at closing my account and caused diabolical financial harm with my addiction.

Dear lukescott45,

We are deeply sorry for this circumstance and those difficulties you had.

Please, rest assured that we are examining the case with our specialised team and we will provide you updates regarding the matter at the nearest time.

Thank you so much for your understanding.

Best regards,

Crownplay Team

Hi crownplay,

it would be great if you could show some sort of priority with this. I’ve been very patient with this but it’s been dragging on now. It would be great if we could prioritise this and come to an amicable settlement.

kind regards

Luke

Dear CrownPlay Casino,

As I mentioned in my previous message, thank you for informing us that you are looking into this case.

If there is anything the player or I can assist you with, please let us know.

Since you have already informed us in your previous message that you are reviewing this case, I expect you to provide any and all relevant information that will move this complaint toward a successful resolution.

Hi Crownplay representatives.

I’ve been told for 6 weeks this is being investigated. Could I please have some sort of priority attached to this case so we can help resolve this.

I brought this to your attention on the 12th of March I used this platform to tell my story. I have been extremely respectful and amicable up until this point and don’t want this to go anymore viral than it has been. Could you please respond to casino gurus request? I feel I am being ignored again like my constant requests to have my account shut down which they have all my screenshots of. I don’t want this to escalate, please respond.

Igor, I’ll send the screenshots of the pleas for constant responses to go with the portfolio of the other compiled evidence.

Hi Igor,

just emailed across the screenshots of the correspondence with Crownplay from the 12th of March to which they responded on the 14th of March which included closing my account and also acknowledging the complaint on casinoguru.

We are into the 7th week of them knowing about this now as I attached the link to this. I’ve been extremely polite and amicable but this is now what I believe a deliberate tactic to ignore me and the complaint.

Dear lukescott45,

Thank you for your email, as well as your messages.

Please note that the casino has not shared any statement regarding this case. Therefore, the best approach for now is to wait for their message.

Thank you for your patience and understanding.

Hi Igor,

I respect what you are saying but I just think some priority needs to be seen here given they were asked by yourself 18 days ago and we have all the paper trail there for them.

this is an extremely stressful situation and detrimental to my health the damage that has been allowed to be done.

Dear all,

We kindly inform you that we will need to provide us some more time to review the matter with our designated team. Please, rest assured that we will have updates very soon regarding the case.

Thank you for your patience and understanding.

Best regards,

Crownplay Team

Hi Crownplay,

when can we expect an update? You’ve first asked for some time on the 17th of April and it’s now the 4th of May.

could we please be afforded the respect of having some priority shown with this? I have sent multiple follow up emails asking for the same thing.

kind regards

Luke

Dear CrownPlay Casino,

Please note that it has been several weeks since you originally joined this complaint. So far, no information, evidence, or statement has been shared.

Therefore, I kindly ask you to provide any and all relevant information within the next timeframe. Otherwise, I will have to close this complaint as unresolved, which will result in black points being assigned and your rating being lowered accordingly.

Additionally, I will shorten the response time.

Thank you for your understanding.

Thankyou Igor,

it’s extremely disappointing after the pleads for help all throughout my journey, than being ignored over 5 times to have my account banned/shut down which is all in writing we aren’t given the courtesy of an answer/settlement to not tarnish the reputation of their online casino.

@crownplay please act accordingly and reach out to me privately on how we can settle this whilst having Igor CC’d in so we can jump on this fast.

the sooner we find a resolution the sooner we can shut this complaint down and have all correspondence on private. Although Igor asked on the 12th of April, you have known about this situation for months and I have it in writing you were looking into it months prior to this complaint being lodged.

Kind regards

Luke

Hi Igor, I was called today with a settlement proposal to which I accepted. I will keep you in the loop once it has been received and we will act accordingly either by removing the post or placing all comments on private out of respect for playing their part.

This will be determined by the money hitting my account and clearing.

In saying that, up to their little tricks again, could process payment due to more information needed which was bizzare as I have my bank details in writing. Then when I followed up hours later there was still no update after they tried 6 hours prior.

fingers crossed they don’t they end of the deal as my faith levels aren’t very high.

Current update - the withdrawal request has been put through. But until I see the money will I withdraw this complaint. I have been in this position many times giving them all my information for the payment to fail. So we will wait and see.

my bank is aware of the transfer coming through so I’ll give it 24 hours to see if anything comes of this

Dear lukescott45,

Thank you for your patience.

We kindly inform you that a refund has been issued for your account which was agreed between the two parties.

The refund has been completed from our side so the only thing is to wait a bit more for the payment to arrive to your bank account.

In this point, we would like to thank you all for your cooperation and to ask you for your patience to the matter.

Thank you so much for your understanding.

Best regards,

Crownplay Team

Dear lukescott45,

Thank you for your updates, both in the complaint and via email.

Since a mutual agreement was reached between you and the casino, you are entitled to the agreed amount.

Additionally, I have adjusted the disputed amount based on the information you shared in the email.

Since the casino has already informed us that the refund was processed on their side, please let us know once you receive your money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Just thought I would add to this too which has nothing to do with my original complaint. But I get 20% cashback off my VIP manger to wage with. From the Monday until the Wednesday (the day the account was closed permanently I spent $7500.

now I believe the morally right thing to do I reimburse me the $7500 as well due to the fact I never had a chance to spend my bonus cash.

i certainly didn’t get what i signed up for that week. Therefore it would only be fair to be reimbursed the $7500 since I haven’t been able to use the bonus cash due to account closure.

it’s. Strict rule for me level 5 VIP members I never received that week.

i know this isn’t the same as my original complaint but one the main reasons why I deposited so much was for the deposit bonus cash offers.

@crownplay could you please look into it.i do find it very disrespectful if you refuse fo come to the party here as i am entitled to that money according to the website and my VIP manager.

One more thing I wanted to add to this complaint which has nothing to do with my original complaint. I am a level 5 VIP and am entitled to 20% weekly cashback. On a Wednesday menacing was closed which meant I deposited $7500 over Monday, Tuesday & Wednesday.

now, I need received my weekly cashback due to the fact is was during the week but that is the sole reason why I punted so much. I do believe in this instance I am owed the $7500 back for crownpkay not adhering to their duty if awarding me with cashback for my deposits. I think a $7500 settlement is more than fair. I accepted 25% of what I should have been owed over the process to keep the peace but this one is a bit of a sore point and would like to get the full $7500 reimbursed too.

Just letting you know the agreed amount still hasn’t been received yet although I have been assured it has left crownplays account. Unsure what the delay is.

I still haven’t received the money yet, Crownplay have assured me it’s left their account but I find it quite bizzare I haven’t received it yet. Could someone from Crownplay please look into this further?

The email support and chat support aren’t helpful with this at all.

Igor can you please assist here in some shape or form as well?

Just another update I still haven’t received the money after giving all the information they requested. I’m also not getting any help from their chat team or emails with this. My bank is constantly telling me there’s nothing they can do about it and it’s starting to become urgent with the money.

Dear CrownPlay Casino,

The player would like to request an additional refund of 7,500 AUD related to the weekly cashback.

Additionally, we would like to know the current status of the initial refund.

Please share any and all information regarding this case. Thank you.

Dear lukescott45,

Thank you for your patience.

We have re-evaluated your request for an additional 7,500 AUD in cashback. However, we must reiterate that we are unable to issue further refunds or credits to your account.

Following your initial complaint, your account was permanently closed. Once an account is closed and a goodwill reimbursement has been finalized, all associated loyalty perks—including any pending or future cashback—are automatically forfeited.

The payment already processed was intended as a final settlement to resolve all outstanding matters between you and our casino. Consequently, we cannot offer additional financial compensation.

In the meantime, we would like to confirm the status of your previous transaction. Have you successfully received the 26,472 AUD refund, or are you still experiencing any issues regarding those specific funds?

Thank you for your cooperation.

Best regards,

Crownplay Team

Dear lukescott45,

According to the casino, your refund has been processed.

Please let us know once you receive your money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hey Crownplay, I have not received the money yet, this is becoming really frustrating. I keep asking and asking and asking for someone to follow up on this but no one is getting back to me. I provided the exact details that were asked of me. I’ve said about 10 times in emails and chats that you need to look into the progress from your bank. Mine can’t do anything as we are the receiver.

please, please get this sorted asap and not wait a week to get back to me.

@Igor can you please help expedite this process? No one is listening to me.

I have spoken to my bank for the 5th day in a row and they informed me that an international transfers won’t hit my account if the sender doesn’t have the unique swift code which I was never asked for when my withdrawal was processed. This is now the 6th business day and this is becoming extremely difficult.

can someone please treat this withdrawal with priority so I can have my money. Why wasn’t I asked about the swift code when I was asked for all my other details?

Dear CrownPlay Casino,

Unfortunately, the player is experiencing issues with the refund. Please review the messages above.

I would kindly ask you to clarify whether the payment has already been fully processed on your side, what the current status is, and whether you can provide any assistance or guidance to the player.

Hey Crownplay, I also want to know why I was never asked for a SWIFT/BIC code?

my bank has said the money won’t arrive without it, so unless you have access to that number somehow it’s not going to land which I’ve been speaking to chat, writing emails and commenting on this every

Kind regards

Luke

I write in the way of an update. Crownplay have said -

‘We've reviewed your account and are pleased to inform you that your withdrawal has been completed and sent from our end. However, it appears to still be processing on the payment provider's end.

The withdrawal should be completed soon, so we kindly ask for your patience. Rest assured, you can contact us anytime via live chat to check the status of your withdrawal.’

I am still being ignored about why I was t asked for a swift code for the international transfer, everyone is avoiding answering that one question for me. I was also told 5 business days max and it’s been 6.

Crownplay, can you PLEASE be helpful here and tell me what’s really going on and answer my question.

This is why I’ve been questioning everything and being constantly ignored everyday about why I wasn’t asked for a swift code for sending money internationally. My bank says it’s impossible unless they already knew it somehow.

im assuming they have something up their sleeve to make this happen straight

Hi crownplay,

Another update. Still haven’t received the money and now being ignored over email about the issue.

could we please get this sorted out?

kind regards

Luke

Dear lukescott45,

Thank you for the information provided.

We kindly inform you that the matter is being investigated from our payments team and the provider. Please, rest assured that we will have updates for you very soon.

We appreciate your patience and understanding.

Best regards,

Crownplay Team

Dear lukescott45,

I would like to ask you to reply only to specific questions or share the necessary information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

We are all acting in good faith and trying to resolve the issue as soon as possible. Therefore, I would like to ask you to patiently wait for an update from the casino’s side.

Dear CrownPlay Casino,

Thank you for your update regarding the refund.

Do not hesitate to share any and all relevant information related to this case. Thank you for your cooperation so far.

Hey guys,

im just mentioning that the money still hasn’t arrived and my bank has informed me that it hasn’t been rejected either.

could I please get emailed all the correct information you need to send it to Australia so this issue is resolved?

I’ve been told the last week and a half the payments team are looking into this for me but I don’t seem to receive any update at all.

Dear lukescott45,

I hope this message finds you well.

Our verification team is currently working to finalize your account review. To expedite this process and release your funds, please provide the following required documents by replying via email:

• Identity Document (ID): A clear photo of your valid government-issued ID (Passport, National ID Card, or Driver's License).
• Proof of Address (POA): A utility bill (water, electricity, landline) or bank statement issued within the last 6 months showing your full name and address.
• Source of Funds (SOF): Documentation verifying the origin of your deposits (such as a recent payslip or official bank statement showing your income).

Once your account has been verified, we will process your refund immediately.

Thank you for your cooperation and understanding!

Best regards,

CrownPlay Casino Team

Dear lukescott45,

The casino requires the following documents in order to complete the review of your account.

Please review the message above, send the documents to the casino via email, and let us know once this has been done.

Thank you for your cooperation and patience.

Hi all,

Just sent the documentation to support@crownplay.com

This is a bit strange verifying an account that’s been closed and also told that the money was sent to me 2 weeks ago but actually wasn’t.

Could we please get this withdrawal finalised so we can close this all off?

Kind regards

Luke

Also, when my account was active, in the verification area, it said my account was already verified.

i know the process in Australia to send money overseas. You need a special code from my bank which still hasn’t been requested off Crownplay which I don’t want to hold the process up anymore after being told the refund was processed 2 weeks ago when it actually wasn’t.

Kind regards

Luke

Dear lukescott45,

Thank you for your cooperation and update.

Please note that casinos may sometimes require additional verification checks — this is a common industry standard and practice.

Dear CrownPlay Casino,

The player has sent the requested documents.

Please review them and let us know your findings and the current status of the refund.

Dear all,

We kindly inform you that we have received the documents and we have forwarded them to our KYC team. We will have updates as soon as possible.

Thank you for your understanding.

Best regards,

Crownplay Team

Hi Crownplay,

I am so significantly in financial trouble and really need these funds. Is there anyway we could kindly push this along so we can transfer the money? I’m about to be evicted from my rental.

kind regards

luke

Dear CrownPlay Casino,

Thank you for your update.

I would kindly like to ask whether there is anything the player (or we) can do to speed up the process.

Please let us know as soon as possible.

Dear lukescott45,

Thank you for your patience.

We are reaching out to inform you that Bank Transfer is currently unavailable for your account. Consequently, we are unable to proceed with your withdrawal via your previously selected method.

To ensure you receive your funds, we will process your payment via Cryptocurrency. Please provide us with your crypto wallet details for one of the following supported currencies:

-BTC (Bitcoin)

-LTC (Litecoin)

-DOGE (Dogecoin)

-ETH (Ethereum)

-USDC (ERC20 network)

Thank you for your cooperation.

Best regards,

Crownplay Team

Dear lukescott45,

According to the casino’s message, your refund via bank transfer was not successful.

They are now offering a refund via cryptocurrency so that you can receive your money as soon as possible, hopefully without further issues.

Please provide your crypto wallet details, as requested above.

Thank you for your cooperation.

Dear CrownPlay Casino,

The player has shared their Bitcoin crypto wallet.

Please let us know once the refund has been processed on your side. Thank you.

Dear Crownplay,

Could we please kindly expedite this process as I am about to be evicted from my rental this week if I can’t pay them.

This would be heavily appreciated.

kind regards

Luke

Could the payment please kindly be done in the next 12 hours?

kind regards

Luke

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lukescott45,

Following a review of your account and after consulting with the relevant department, we have been informed that we require further verification in order to proceed with the processing of your funds. We kindly ask you to provide a few necessary documents.

Please send us a clear copy of your valid government-issued ID, a high-quality selfie of you with all details clearly legible, and a recent proof of address, such as a utility bill or bank statement issued within the last three months.

You can provide these documents by replying directly to our previous correspondence. Once received, our team will immediately review them so we can proceed with releasing your funds as quickly as possible.

Thank you for your cooperation and understanding in helping us keep your account secure.

Best regards,

CrownPlay Casino Team

Dear crownplay,

you asked me to send these details a week ago and I have already sent them to you. You acknowledged it a week ago when you said you tried to transfer the funds but couldn’t do it through the bank so you asked me for my crypto details!

I have already sent this to you.

Igor, can you please help me out here?

3 weeks ago you told me the refund has been processed to me bank account. It never showed up

1 week ago you acknowledged that you received these documents

1 week ago you asked me for my crypto details so the refund can be processed!

nothing has been received and I have given you everything you need! Can you please process this refund! All of this correspondence is seen by the public and it’s making the casino look bad. Can we please finish this on a positive note and process this refund right away like you allegedly tried to 3 weeks ago! It’s been long enough.

One week ago you acknowledged this information for forwarded onto the KYC team. Fani & Pami have also said over email it’s been sent over to the payments team 3 weeks ago! It makes me believe there was no genuine attempt to actually transfer me the money 3 weeks ago.

Please could you kindly read further up in this conversation so you can process this refund immediately.

Plus, one more thing, I’ve already had a crypto refund processed months ago by Pami and it came through fine. Why is all of this an issue now? (Even though I have already sent across everything) you’ve already made a payment to me before. My account is verified and you already have the documents.

my account is already verified!!!

Here’s the one random thing you didn’t ask for originally that you don’t have. Please see picture of me with my licence.

please process the refund now, it can not be dragged out any longer

please see my confirmation email with all my certification sent 2 weeks ago and also another email from your team acknowledging the payment has been processed when it clearly wasn’t. I have done everything you wanted. Please finish this in a professional manner and let’s process this payment asap so we can respectfully part ways and we can take this complaint down. It’s just painting Crownplay in such a negative light and I don’t want that to happen to you.

Plus the proof of address is on my ID!

Please kindly stop tactically stalling, if you did try and send the funds the 5 times you said you did my bank would notify me of a rejection.

I phoned them everyday for 3 weeks and they said they haven’t rejected anything.

im pleading for honesty and integrity here. Please make the payment as you said you had done 3 weeks ago, when magically I needed to further verification.

Dear Crownplay,

this has dragged on for long enough. You and your team have informed me that the payment was processed about 10 times which I have screenshots of, then magically a week ago it turns out you couldn’t do it. You asked fir verification after it.

once my verification was confirmed you asked for my crypto details which is fine. I have provided them. I’ve waited a week for you to send the money to which you asked me for the same set of verification notes again a couple of weeks later. Nothing has made sense.

all of these posts are out in the public and negatively painting a bad picture on your casino. Please let’s finalise this so we can close it and hide all the comments. I don’t want your name dragged through the mud. I spent well over $300k the least you could do is return that money you agreed to in a timely manner.

kind regards

Luke

I make no apologies for this, but I have emailed Complaints, support & VIP as well as the 10 or so representatives who assured me the payment was processed when it wasn't. Please see my email below

Hi,

I would like to bring to the attention of the crownplay representative that I have been assured about 10 times the last 3 weeks that my money was paid. About a week ago I was randomly asked for verification which I happily obliged to get the withdrawal done faster. I was still assured the payment had been processed although my bank did not reject anything.

Finally a week ago I was asked for my crypto details to have a seamless transfer, only to be told yesterday they require the same set of verification they asked for and received a week ago/

I would just like my money transferred across, its been confirmed that my identity has been checked out and this is a delay tactic.

All of this correspondence is there for the public to see and will deter players from playing on your website. Its in everyones best interests to pay this money immediately so I can say a big thankyou and show my support for crownplay once the money is received. The way it stands right now, everyone can see the delay tactics and won’t want to use your Casio.

I am currently homeless, promised the payment 3 weeks ago and I am so desperate for this payment I need it today. I cant wait any longer.

Please Please find it in your heart to prioritise this.

Kind regards

Luke

I reiterate this is in the casinos best interests to solve this being as public website and everyone can see what's going on. You've asked me for the same set of verification one week later that I already passed, there should be no reason no the funds shouldn't be in my crypto wallet within 24 hours.

Could we please finish this in an amicable way so I can let the public know they held their end of the agreement and the regular punters out there have full trust in your casino, because if they read all of this, there's no chance they're risking it.

My life is ruined, im homeless, im bankrupt[, ive lost my family, my car got repossessed, Im asking as nice and kindly as possible. Can we please do this crypto deposit today so I can have my funds to fix my problems.

Kind regards

Luke

Dear Crownplay,

could you please kindly acknowledge you received them and admitted you did on this forum on the 20th of May, despite telling me numerous times (about 10) the money was transferred to me.

could you please revisit that post and kindly transfer that money to my bitcoin wallet as you requested? I even sent the selfie on here with my licence that you asked for.

i am desperate for this money.

kind regards

Luke

Dear all,

I apologize for the late reply, as I was attending a conference.

Dear lukescott45,

I would like to ask you to reply only to specific questions or share the necessary information. Writing many long messages makes the thread less clear and actually makes my work more difficult.

I understand your frustration.

Dear CrownPlay Casino,

Could you please clarify why the player is being asked to submit documents for verification when he was already assured that the refund would be processed via crypto transfer?

Thank you for your insight.

Hi Casino guru & Crownplay.

i responded to an email clarifying my 5 minutes ago from a member of KYC requesting my selfie & id as well as clarification of address.

I have already had a withdrawal done without all of this months ago, I also was assured 3 weeks ago the payment was made.

none the less, Crownplay, can you please confirm everything is approved (again) from my reply on the email just then. I am begging you for the payment into my Bitcoin wallet as the details were requested for an immediate payment.

kind regards

luke

Dear Crownplay,

Just to clarify again, I have sent ANOTHER selfie with my ID and an explanation as to why my address is different to the one that was in my profile. I will send the proof here again as well as the email I responded to.

I won’t send anymore messages after this, I just want Crownplay to be perfectly clear about what we have and haven’t done so far.

i have sent that exact same of documents about 6 times now. The new item was a selfie with my licence.

confuses me that you weee able to attempt to process it without all this information but when it’s been sitting there ready to go for 3 weeks nothing has happened at all.

there is to no more delays respectfully. Although my account says it didn’t need to be verified, we have now officially verified it. This means we can send the money right away.

if you have time to do this before the timer hits 0 I would be very appreciative. I want to leave a huge positive review about crownplay and it all stems on me getting paid asap.

I couldn’t think of anything more to delay it if I tried.

loking forward to Crownplay writing in their next paragraph that the payment has been processed into my bitcoin. And from there I’ll keep checking in on weather it cleared.

kind regards

luke

Dear lukescott45,

Thank you for the information provided.

We kindly inform you that we have received the requested documents and we are in contact with our KYC team which is checking on them, Please rest assured that we will have updates for you as soon as possible.

Thank you again for your patience and your cooperation.

Best regards,

Crownplay Team

Dear Crownplay, with the greatest of respect you’ve had it for 3 weeks except for the selfie which was never asked for originally.

could we please extradite this payment? I will politely point out this process has dragged on for months and it should be a great way to finish everything off with a quick payment. The payment was allegedly done 3 weeks ago so I’m assuming there’s no issue with spending 5 seconds looking at that selfie and approving it then sending the money today.

could you please do that for me?

kind regards

Luke

Hi Again Crownplay,

I really want to finish this on a real positive note with a virtual handshake. I intend on taking the liberty and writing an extremely positive review and also why I would recommend playing there.

i know this last bit of the finish line is so easy to complete, especially with crypto as payment.

This isn’t any sort of nasty blackmail, this is just something that can benefit both of us. If I recieve the funds in my bitcoin wallet in the next 24 hours I’ll write a paragraph long positive review.

if I don’t recieve the funds within 24 hours I’ll write my honest experience with crownplay which hasn’t been very great to be honest. So the ball is in your court to get this finished fast so we know it finished on a real positive note.

kind regards

luke

Dear CrownPlay Casino,

Thank you for your update.

Please do not hesitate to share any and all information related to this case as soon as possible.

We are waiting for your reply.

An extremely poor update with Crownplay delaying the transfer again, I’ve just been requested over email to send the same bank statement that has my home address on it for the 4th time to confirm, the same home address which is on my drivers licence and the same home address I emailed them confirming. I have sent a selfie with government ID I have sent my individual government ID both have my address on it.

enough is enough, you need to do the right thing now.

i will reply AGAIN

this is so poor crownplay, please transfer the money to my bitcoin wallet.

Good morning Crownplay,

I know I’ve been told not to spam the messages but nothing has been sent yet. You asked me for the documents again on the 29th of May which I sent straight away which chat acknowledged it was received that day.

it is now currently the 12of June.

im asking nicely could you please send this money. There are so many eyeballs and traffic through this post which would be turning people away by the second gambling with you guys because of all the inconsistencies in your stories and constant delays.

please do the right thing by me and your company and especially by any new customers in the future you want to develop who have cast an eye over this public dispute.

im sure a KYC only takes about 5 minutes maximum to complete.

please do the right thing here, morally. My life is in tatters and I’m currently living in a freezing cold shed. I need this money desperately.

Please don’t drop feed the money either, I know the whole lot can be transferred as you previously mentioned you ‘tried’ to transfer the whole lot via my bank.

please.

kind regards

luke

Dear lukescott45,

Thank you for your cooperation in providing the required documentation.

We kindly inform you that your documents have been successfully received and forwarded to our specialized Verification Department for a comprehensive review. Please be assured that our team is processing your files as a priority, and we will provide you with an official update as soon as the evaluation is complete.

Your patience and understanding during this procedure are highly appreciated.

Best regards,

Crownplay Team

Hi crownplay,

as per my photo, and if you read up. You acknowledged you received this 4 days ago. If fact, your own internal team via email acknowledged it 6 days ago. I’m really scratching my head here……

could you please fast track this?

Igor, could you please comment here mate. I just want the money sent into my bitcoin wallet end of story.

still EXTREMELY confused as to why none of this was required/delaying everything for 3 weeks when Crownplay allegedly tried to transfer the money?

this is inhuman.. I’m actually lost for words.

I am expecting the official update to be that you’ve transferred the agreed amount into my bitcoin wallet. I don’t want anymore run around.

Dear Crownplay,

this is very deep and personal and I expect this post to be remain private due to the sensitive nature but my mental health is at breaking point and I don’t know what I’m going to do in the next 24 hours. Can we please organise the transfer into my bitcoin wallet.

i don’t want to be alive right now I have no money and this is stressing me out so much. You said you would pay the money and my life is literally depending on it. I have been into the mental health hospital twice since this has happened and I really need to get this money or I may end up doing something I’ll regret forever. Please Crownplay I’m begging you for this payment 😪😪😪😪😪

Dear CrownPlay Casino,

I would kindly ask you to share all relevant information and insights regarding this complaint, as well as the current status of the verification process.

Please note that the verification has now been ongoing for several weeks.

Additionally, if the player's account is verified, please refer to the message above, as it contains the player's Bitcoin wallet address.

Please Crownplay, do the right thing here. I am so close to ending my own life because of this I am so stressed and been patient for months. Please do the right thing I’m begging you.

Dear lukescott45,

Thank you for your cooperation in providing documentation to verify your account.

Following a review by our KYC team, we kindly inform you that the document sent to us is in a format that cannot be saved or processed by our secure database system.

To successfully complete your verification, our team requires a valid Proof of Address (POA). Please provide the document in its original digital PDF format (downloaded directly from your utility provider or online banking portal). Screenshots, photos of screens, or scanned images cannot be accepted.

Thank you for your cooperation.

Best regards,

Crownplay Team

Dear Crownplay,

I have sent you the PDF so many times now? I don’t know what you’re going off when you say this. I will send it over email again for the 5th time. You’re confusing yourselves because it’s taking so long. You have so many copies of these documents now. Please stop intentionally delaying this.

kind regards

Luke

Dear lukescott45,

Please note that the casino is requesting original documents downloaded directly from your utility provider's or bank's website.

The casino will not accept photos or scanned copies.

Additionally, could you also send me the documents that you are submitting to the casino? Thank you.

Hi Igor,

I have been sending them downloaded from the bank in PDF format. Nothing has been a screenshot except for maybe on here to prove I’ve sent it. I will send it again and CC you in the email

please see photo below from a member of your staff 5 minutes ago.

seems the wires are getting incredibly crossed here.

Dear lukescott45,

Thank you very much for your emails. I have received them all.

Dear CrownPlay Casino,

The emails sent to me indeed included the original bank statement in PDF format.

Please let us know whether these documents satisfy your requirements. If not, please specify why the player's documents are not being approved.

Since this complaint has been active for some time and the player has been fully cooperative, I expect you to provide any and all information that may help move this complaint toward a successful resolution.

Dear crownplay casino,

I have absolutely nothing, I’m living with my mums again. Can I please have this money this week. Please. I’m begging you

Dear Crownplay,

please see the email I received off VIP (Grace)

my identity should be well and truly confirmed by now and money should be immediately sent across. My VIP manager at your company (Pami) would have that 1 withdrawal I ever had done within 24 hours with no KYC. This one? Bizarrely doesn’t but you have everything.

Please don’t wait days to reply and say you will let me know once there are anymore updates. The final update is money is transferred to my wallet. There are roughly 1000 eyeballs on this at the moment. Please do the right thing now. I see when you reply to other crownplay complaints and mine always is days and days.

please see attached photos from Grace.

please, I know how these processes work. I sent it 5 days ago, even though you didn’t request this in the first batch of information about me.

also please refer to the fact Igor will have to downgrade your rating if this drags out any longer.

5 days is enough time to open the document, see it’s an original PDF downloaded off my bank and approved the KYC, I dare say this is a 1-2 minute job? Maybe add on an extra 1 minute to send the funds.

these constant delays causes confusion between all your staff.

Kind regards

Luke

Dear Crownplay,

at this stage is it actually insane the lengths of the staff are going to so they can make my life hell. You can’t even script this if you tried!! Pease see an email I received off them just now. it also refers tow taking so long to respond and act on it you’re all getting your wires crossed. PLEASE PLEASE PLEASE organise the payment.

you have asked me the same question a million times.

’Kindly provide a proof of address so we can update your account details. This can be a bank statement or a utility bill (water, gas, or energy) dated within the last 6 months. Please ensure you send either a PDF file or an original photo of the document. Regrettably, standard invoices cannot be accepted.’

i have done this so you can update my address!!!! This is insane, PLEASE SEND ME MY MONEY

I was asked 3 weeks ago for clarification on the address mix up. I have provided one MULTIPLE times. I have said it again and again and again and again!

it was an accidental error from my end typing in the wrong address.

i have now verbally confirmed it, confirmed it in writing, sent the selfie with my licence as requested & also have sent my bank statement in about 10 times.

Please see the date on which I was asked for clarification so they knew.

enough is enough now.

There is now 0 reasons why the money can’t be sent within the next 24 hours now.

everyones computer should of been blown up by my emails right now that everyone knows I’ve sent everything again and again and again and again and again,

• clarifying address
• sending bank statements in PDF
• a photo of my drivers licence
• a selfie with that drivers license

Sorry Igor, I know you need these comments limited but the lies and deceitfulness is taking its toll on my health.

Crownplay, you now have clarification all over emails and screenshots on here, which the most important one was me confirming the reason for different address.

please do the right things could I PLEASE have the money in the next 24 hours

Dear Crownplay

coukd you please override everything that’s going on and causing so much confusion and pick up the phone and make sure the KYC is done and payment is made today?

my 1 year old son is going into hospital and it’s the most gut wrenching experiences of my life. If you have any heart or soul, you’ll see how much of a stuff up this has all been and will make things right and pay me the money. Which I now need urgently to care for him. It’s sad. My son is starring down the barrel of cancer yet 99% of my anxiety levels have come from you.

my crypto bitcoin wallet is above. PLEASE do the right thing. You have everything there! I’ve mentioned my real address, given a clear explanation as requested that it was a typo and taken selfies, send across every bit of documentation you need. I spent $250k+ plus with you guys. The least you could do if you have a heart is send the money across today. I can’t function with this lingering over my head. Please help me here and pay it all.

kind regardS

Luke

I’m begging you, please don’t delay this anymore. You have everything you need including the clarification behind the address. Everything is done. This had dragged on for 3 months now. Please please please put the money into my bitcoin wallet. My son is in hospital and I’m worried sick about this more than anything. Please

Just make the payment $25000 even if we can do it today please

I can’t hold on any longer can someone please pay that money I am about to do something really silly to myself I can’t handle this anymore

Dear lukescott45,

Thank you for reaching out, and we hear you completely. We truly understand that this is an incredibly stressful and difficult time for you given your family's situation, and we deeply sympathize with what you are going through right now.

Please be assured that our relevant teams have been directly notified of your situation. They are actively reviewing your case, including the clarifications you provided regarding your address, to ensure everything is processed as quickly as possible.

We will provide you with an official update on your account and payment status via email the moment the review is finalized. We appreciate your patience as we work to conclude this matter swiftly.

Our thoughts are with you and your son for a speedy recovery.

Kind regards,

Crownplay Team

Dear Crownplay,

Thankyou, I appreciate it, this has dragged on for 2 months and you allegedly tried to pay it already into my bank account.

Could we please fix this up in the next 24 hours the KYC has been going on for a month now and I’ve included Igor in all my emails and he has confirmed I’ve sent all the required details.

Kind regards

Luke

Dear lukescott45,

As I mentioned previously, I would like to ask you to reply only to specific questions or share the necessary information.

Writing many messages without any added value makes the thread less clear and actually makes my work more difficult.

Dear CrownPlay Casino,

I would like to kindly point out that this case has been active for more than two months, yet no real progress has been made.

Therefore, I expect you to provide any and all relevant information that may help move this case toward a successful resolution. The player and I remain at your disposal should anything be required.

If no progress is made and no crucial information is shared in your next reply, I will have to close this complaint as unresolved, meaning that your casino will receive black points and its rating will be adjusted accordingly.

Additionally, since your replies often arrive close to the end of the allotted timeframe, I will shorten the deadline for your next response. Please note that the complaint timer should be respected, used in good faith, and not abused.

Dear Crownplay,

could we please get this amount fixed up before the timer runs out?

Kind regards

Luke

Dear lukescott45,

We are happy to confirm that your refund has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Thank you so much for your cooperation.

Best regards,

Crownplay Team

Dear Crownplay,

thankyou so much for that.

just confirming you did in to the bitcoin wallet? That shouldn’t take too long to appear.

kind regards

Luke

Could you please post here what the transaction hash is so I can track the payment? I want to let Igor know straight away when it’s landed so we can close the complaint.

kind regards

Luke

Dear Crownplay,

the funds should of shown up by now in there, is there anyway you could get me that transaction hash for the crypto transfer so they can track it for me?

that would be greatly appreciated.

im looking to close this off asap for you guys.

kind regards

luke

Dear CrownPlay Casino,

Could you please clarify which payment method you used to refund the player?

Dear lukescott45,

Could you please check the Bitcoin address and the transaction hash provided by the casino?

I understand that Crownplay, but that is the wrong address. You asked me to supply my bitcoin wallet address on this platform multiple times and I did. It’s not my address.

Please refer to all my comments back on this post referring to the correct bitcoin wallet address.

Dear CrownPlay Casino,

Please note that the Bitcoin address you used is not the same as the one the player has shared multiple times throughout this complaint.

Could you please send the Bitcoin to the correct address?

Additionally, where did you obtain the wallet address to which you sent the Bitcoin? Did the player share that wallet address with you at any point?

I was asked specifically on here to provide a wallet address and I did about 5-6 times for this reason!

Please do the right thing Crownplay and put it into the one you requested me to provide on this website.

Please 😪😪😪😪

Dear CrownPlay Casino,

On 21.05., you asked the player in this thread to provide their Bitcoin wallet address, which they subsequently posted in this complaint several times.

Could you please explain why the refund was then sent to a different wallet?

Dear crownplay,

THAT WAS NOT THE ADDRESS YOUY PAYMENTS TEAM WAS SENT -

PLEASE SEE A PORTFOLIO OF EVIDENCE BELOW.

pleas see attached all the photo evidence of this corresponde.

im sorry but with the greatest of respect i also mentioned over email that this was being actually dragged out and because of this you got my wallet address wrong which YOU requested off me because you couldn’t bank transfer it to me which I know was a lie because i work at my bank and there was nothing even attempted to be sent to be rejected by the bank.