CrownPlay Casino - Player's withdrawal has been delayed.

Hello Casino Guru,

I would really appreciate your help!

I attempted to withdraw funds on crown play casino for the first time on Monday October 13th using the card withdrawal method with the same card I successfully deposited with.

A week later with no explanation the withdrawal was cancelled and funds refunded into my account.

I was then advised to use the bank withdrawal method which I did on Monday October 20th, it has been 8 days, much longer than they quote on their website and it hasn't progressed.

I have emailed multiple times to get the same answer that they do not have direct contact with their accounts department, which seems very strange to me.

I can now no longer use the live chat feature.

This is extremely frustrating and I just want my funds!

Have attached the latest of many email Comms.

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Dear nathlee7,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 6 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Hello Katarina,

just wanted to touch base and let you know I have just received the funds.

3 weeks from when I originally tried to withdraw via card payment method, and 2 weeks after providing my bank account details.

I just wish there was better communication from crown play, the responses are very general and it's concerning when the customer service agent says they don't have contact with their finance team.

thankyou for your help.

Dear nathlee7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru