CrownPlay Casino - Player’s winnings haven’t been received yet.

I submitted a withdrawal request with CrownPlay on 21 January 2026. According to their Terms and Conditions, withdrawals should be processed within their stated business-day timeframe. That timeframe has now passed and my withdrawal remains unpaid.

Since submitting the withdrawal, I have contacted CrownPlay multiple times via live chat and email. Each time I receive vague responses such as "please be patient," "your withdrawal is secure," or "our finance team is reviewing it," with no confirmed processing date and no explanation for why the withdrawal is overdue.

When I asked live chat agents to provide CrownPlay’s licensing authority and licence number, they repeatedly refused and redirected me to email support, where I also received no meaningful response. This information is public for regulated casinos, and independent casino listings confirm CrownPlay operates under a Curaçao licence.

At no point has CrownPlay provided: • a processing date

• a valid reason for the delay

• regulatory transparency

They accepted my deposits, allowed gameplay, and approved the withdrawal request, yet are now withholding my funds without justification.

I believe CrownPlay is in breach of its own withdrawal terms and is intentionally delaying payment using vague responses and avoidance.

I am requesting assistance in obtaining my overdue withdrawal and transparency regarding their regulatory status.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Issamurphy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Issamurphy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Issamurphy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru