The player from Switzerland faced a blocked withdrawal of €420 after successfully meeting the wagering requirements on his welcome bonus. He was unable to get assistance from the support staff, who continued to delay responses, and had not received a reply to his email inquiries. The issue was resolved after the player successfully verified his identity and received his payout. The Complaints Team marked the complaint as 'resolved' upon confirmation of the payout.
CrownPlay Casino - Player’s withdrawal is blocked.
Resolved
Our verdict
Case closed
Amount: €420
CrownPlay Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
I deposited €50 and received a €50 welcome bonus. I played through the bonus after meeting the wagering requirements, and it was released to me.
Now I wanted to make a withdrawal of €420. However, I couldn't because the withdrawal was apparently blocked for me. The support staff (live chat) can't help me and just keep putting me off. I haven't received a response by email.
Automatic translation:
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1 year ago
Dear MarcH,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you aren't able to request a withdrawal at all?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
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,
Kristina
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1 year ago
TranslationHello Kristina
- Yes, you understand correctly.
- No, I didn't and couldn't.
- Verification has not been necessary from the casino side until now.
Greetings Marc
Automatic translation:
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1 year ago
Thank you very much for your reply, MarcH. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
TranslationHello Kristina
There's an update. I was able to verify myself. But they don't accept my proof of address (despite it being 100% correct).
I will now submit further proof and then see what happens.
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11 months ago
Dear MarcH,
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.
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11 months ago
TranslationHello, I requested a payout on May 5, 2025 and am still waiting for it to be posted.
I think it's a shame that the casino treats its customers like this.
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11 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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11 months ago
TranslationHello Kristina
The payout has now finally been made.
So the case can be closed here.
Thank you very much!
Automatic translation:
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11 months ago
Dear MarcH,
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,
Kristina
Casino.Guru
