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.