CrownPlay Casino - Player’s withdrawal is delayed at CrownPlay Casino.

I am filing this complaint against CrownPlay Casino regarding a Bitcoin withdrawal I requested on Wednesday, 28th May 2025 at 6:00 AM.

As of today, Tuesday, 3rd June 2025, the withdrawal has been pending for over 6 days and remains in a "Under Review" status. No confirmation email has been sent, and no funds have been transferred to my wallet.

What is especially concerning is that CrownPlay has not requested any KYC documentation, nor have they informed me that any verification is pending. My account is fully active, and all wagering requirements have been met.

This delay contradicts their advertised processing time of 1–3 business days for cryptocurrency withdrawals. Support responses have been generic and unhelpful, simply stating that my request is "in queue" without offering a timeline or explanation.

I am requesting Casino Guru’s assistance in resolving this issue and urging CrownPlay to process my withdrawal without further stalling, especially since no KYC verification has even been initiated on their end.

Dear daniellangguth17,

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 5 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

Dear Katarina,

Thank you for your response and for scheduling a follow-up regarding my complaint.

I understand that delays can occur and I appreciate your role in mediating such cases. However, I’d like to reiterate that my withdrawal has now been pending for over 6 days, and CrownPlay has not requested any KYC documentation from me at any stage. My account is active, I have met all wagering requirements, and there is no communication from the casino suggesting that verification or further action is needed on my part.

This lack of transparency and prolonged silence is what prompted my complaint—not simply the passage of time. While I am willing to wait the full 14 days as advised, I believe it’s important that CrownPlay is held accountable for initiating delays without explanation or action.

I will keep you updated on the status of my withdrawal and let you know immediately if there is any progress before your scheduled follow-up.

Thank you for your assistance and continued support.

Dear daniellangguth17,

Thank you for reaching out to us.

We are very sorry for the delay and for any inconvenience that might have caused.

We are working with the relevant department in order to process your request in a timely manner.

As soon as we have an update we will let you know.

Best regards,

CrownPlay Casino Team

You can now mark this complaint as resolved Crown Play Casino has paid me

Dear daniellangguth17,

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