CrownPlay Casino - Player's withdrawal is delayed and account issues persist.

Do not use this casino!! I won 120,000 CAD back in March, they proceeded to drag out the verification process for almost 4 months! Which because my account was under review I was not using the casino so the demoted me for vip 3 to vip 1 which cut my withdrawl amounts down to half what they were, now that they finally verified me they are waiting 2-3 weeks + at a Time to process a single withdrawl, at this rate I’ll be dead before I can withdraw all my winnings, not to mention the only way to contact them is via email or live chat and all they do is give run around automated answers that lead to no answers, USER BEWARE!!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew any winnings from this casino?
• How many successful withdrawals have you made so far, what were the amounts, and how long did it take for each withdrawal to be processed and paid out?
• What are your current withdrawal limits?
• When was the last time you made a deposit into this casino?
• What is the current real-money balance in your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika, I made three withdrawls of 750$ from July 17 to 19 as my daily limit is now 750$ instead of the 1500$ it used to be as previously mentioned due to them spending almost 4 months with the KYC, which also included them making me re submit the exact same documents multiple times for absolutely no reason, I’ve been sending them emails constantly about these withdrawls from July not to mention probably a hundred emails I had sent over the 4 months of KYC trying to figure out what the heck was going on, the one and only withdrawal they’ve processed was on August 4th it was for 750$ and the ones from the 18th and 19th have still not been sent over as of today (August 11th) so almost been a month now, Since I am only allowed to have 3 active withdrawals for 750$ for a total of 2,250$ I cannot even initiate any more withdrawals. Like I mentioned prior this is going to take years and years and years to receive my winnings at this rate and the customer service is horrendous. The last time I made a deposit was back in March when I won this money and then they initiated the KYC process and as time went on I became more and more suspicious that they were toying around with my account due to the amount of time they were taking and also asking repetitively for the exact same documents I had already provided to them, I didn’t know if I would ever even be paid so I didn’t make any more deposits due to being weary of what on earth they were doing over there and not being able to get any answers.

the current real money balance in my account is 116,510.08$ with a pending withdrawl balance of 2,250$ for a total of 118,760.08$CAD owed to me by the casino.

Thank you for the thorough explanation of your situation. To proceed with the investigation, please forward me the most recent communication between you and the casino customer support regarding the delay in processing your withdrawal requests at veronika.f@casino.guru.

I appreciate your cooperation.

Dear Brentprociuk09,

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,
Veronika
Casino.Guru

Hello,

Thank you for following up. I found the correspondence you sent me, and I’m sorry that your complaint was closed despite you having provided it. I also apologise for how long it has taken me to get back to you. I have reopened your complaint and will continue reviewing the withdrawals.

CrownPlay stated that your withdrawals requested on 17 and 18 July had been processed and that it sent you emails with the passwords needed to claim the transfers. Did you receive those emails, and have you claimed and received either payment? Please also let me know which withdrawals remain unpaid and what their current status is in your casino account.

Dear Brentprociuk09,

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.

Hi, Veronika, yes I received those withdrawals however they are still only sending me one withdrawal per month, which means it will take me 13.333 years to receive all of my winnings which is completely unacceptable, winners should be paid in a fair and timely manner, I have sent you a few emails with more information.

Thanks, Brent P.

Dear Brentprociuk09

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, Michal (michal.k@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,

Veronika