CrownPlay Casino - Player’s withdrawal is blocked and account is suspended.

Withdrawal Blocked and Account Suspended Without Response After Verification – CrownPlay

I am reporting an issue with the CrownPlay platform.

On September 1st, I requested a €160 withdrawal via Revolut Bank.

On September 7th, I made another €240 withdrawal via Mastercard, which was successfully received on September 12th.

On September 19th, the €160 withdrawal was cancelled, as it had not been requested via the same payment method used for deposits (Mastercard).

I then resubmitted the €160 withdrawal via Mastercard, as required.

Immediately after doing so, my account was placed under review, and I have not been able to access it since.

On September 20th, I received an email requesting verification documents, which I responded to immediately with all the required documents.

Despite several follow-up emails, I have received no further response.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you currently have €160 (dispute value) in your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

Hello, I mainly play only on sports betting, and I accumulated my winnings without using any bonuses.

Yes, I have €160 on my account. I submitted my withdrawal request just before losing access. When I contacted the live chat, I was told that the withdrawal was still being processed and that I would receive it. However, it has now been a week and I still haven’t received the withdrawal, and I am getting no response from customer support by email.

Thank you for your reply, Alexis40. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.