The player from Germany had been waiting for 14 days for his 2500 euros payout, with three withdrawal requests of 500 euros each. Despite having met the wagering requirement linked to a 100% bonus, he received vague excuses and constant reassurances that the payout was in the final review phase. Eventually, he successfully verified his account and received his first payout of 1,000 euros. The casino acknowledged delays for the remaining 500 euros withdrawal, assuring him that it would be processed shortly. However, due to a lack of response from the player, the Complaints Team closed the complaint, although the player retained the option to reopen it in the future.
CrownPlay Casino - Player's withdrawal is delayed with no clear resolution.
Closed
Our verdict
Player stopped responding
Amount: €2,500
CrownPlay Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
For the past 14 days I've had the problem that my money hasn't been paid out and I keep being put off with flimsy excuses.
I won a total of 2500 euros and made 3 withdrawals (A 500 euros).
I played with a 100% bonus and had to wager 7000 euros. I managed to do this without going over the limit. However, there was no payout.
In the chat they always just say you have to be patient.
The next day they say there are technical problems.
New day and again they say you are working on it and you are in the final exam phase. But I have been told for 14 days now that the payment is in the final exam phase.
Verification was not required so far or was denied by support.
Apparently, emails were sent to the payout office each time and they promised that the money would be available in a few days.
I requested the withdrawal in the same way as my deposit
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1 year ago
Dear KruemelGTI,
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.
- Have you made any successful withdrawals before?
- 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.
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
TranslationGood morning, first I have to reduce the amount to 2000. I made a mistake there.
No, I haven't made any withdrawals there yet. I just registered and deposited money.
update: Today I suddenly got a request to verify myself. I only saw it by chance because I didn't get any emails. And I only saw it because I took the screenshots.
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1 year ago
TranslationShort update:
I should finally verify myself. Everything worked fine (after sending it several times), but now they don't accept my proof of address.
I sent dozens of emails there with various documents.
Neither health insurance, courts nor anything else is accepted for verification. It says that official letters (for me, this includes the local court and health insurance) are not accepted.
The main problem is that after the wedding I moved into my wife's apartment, and of course everything was there.
Internet Available (including TV and landline)
Electricity is registered to my wife
Cell phones are registered to my wife
So generally everything that concerns your existing apartment.
There is no response to emails to support and the chat is simply ended with the words "Write an email".
I can't really sign any new contracts now so that I can finally get verified and get my 2000 euros.
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1 year ago
Thank you very much for your reply, KruemelGTI. 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
TranslationWe did not record any chat histories.
We have now submitted a document from a local court again via chat. We were promised that the relevant department would check it, which can take up to 3 days.
We submitted it on Thursday so it should be ready by Tuesday.
But I suspect that it is again not sufficient.
I should receive an email when the test is completed.
There was absolutely no response to previous emails. The first email was at the beginning of the month and it was never answered.
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1 year ago
Thank you very much, KruemelGTI, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear KruemelGTI, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.
Dear CrownPlay Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player, and clarify why some were not accepted.
I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.
Kind regards,
Natalia
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1 year ago
TranslationNothing will come of it, even emails will be completely ignored. In the chat everyone says something different.
We have been waiting for the address verification for about 2 or 3 weeks now.
In the chat it says either we need the documents or it says they are still being reviewed.
All necessary documents are available there.
The only problem was the proof of address (but since I moved in with my wife I don't have any contracts running here)
A letter from the district court (which is an official authority) is immediately rejected after uploading.
A manual check seems to take weeks.
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1 year ago
TranslationI asked again in the chat today how far my verification and payout has progressed.
At first it was said that my transaction history was missing, but this has been confirmed (image is attached)
The current chat with further excuses is also attached.
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1 year ago
Dear KruemelGTI, thank you for the updates. I've contacted a casino representative, and they informed me that this request was passed to the relevant team. Once I have more information, I'll let you know.
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1 year ago
TranslationI'm curious. I hear exactly the same thing from support.
Either you pass it on or you write that you'll take care of it and set the priority to high and still absolutely nothing happens.
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
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This afternoon, it was again reported that the transaction history was missing. However, this has long been confirmed on the site (a picture is attached later in this post).
It's a lie that I'll receive an email if something is missing or there's an update. They've been telling me that for four weeks now, and nothing has happened. I'm starting to think they're just stringing me along and pocketing the money for themselves. I can't imagine their stupid excuses any other way.
Everything is there and apparently confirmed and yet they refuse to pay out my money......
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1 year ago
TranslationSo, an update on my transaction history: It continues to be rejected. Now I'm being asked to submit a transaction history showing that I deposited 1,000 euros. However, I never did this, only 100 euros.
Attached are the screenshots of my 100 Euro bonus money and 200 Free Spins and the transaction from 29.01.2025
Everything is blacked out except for the deposit. The original can be submitted later via email.
At 1000 euros, the deposit bonus would have to be much higher.
Emails are still not being answered.
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1 year ago
Dear KruemelGTI, thank you for your patience. I have received the following response from the casino representative:
Dear KruemelGTI,
We kindly request you to please provide us the request details so we can proceed with the verification of your account.
Once verification is done, you can continue to use your account as you wish.
Please let us know if you need any further help.
Best regards,
CrownPlay team
Can you please specify if you have uploaded the requested bank statement to your casino account directly or if you sent it via email? If you used email, could you forward it to me (at natalia.b@casino.guru)? Was it the original PDF document downloaded directly from your online banking? Didn't you modify/edit it?
I'll try to find out why the casino mentioned the deposit of 1,000 EUR if you claim to have deposited only 100 EUR, and why the provided documents were rejected.
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1 year ago
TranslationI uploaded the requested documents online on Friday.
However, I still don't understand (I haven't received an answer to my question) which account I should use to load 1000 euros onto my credit card.
The requested bank statement refers to my private checking account from which I transferred 1000 euros to my credit card.
I topped up the casino site with my credit card, not my personal checking account. So, I find it more than a little cheeky that they're now demanding my personal bank statements. Before, they always just told me I had to submit my credit card statement for verification. I did this without hesitation.
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1 year ago
TranslationAgain it was rejected.
Please submit the transaction history of the payment method you used to top up your bank account and again it is about the 1000 euros
I will send you the bank statement and the transfer from private account to credit card by email today.
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1 year ago
I have received the following message from the casino representative:
Dear KruemelGTI,
" I topped up the casino site with my credit card, not my personal checking account. So, I find it more than a little cheeky that they're now demanding my personal bank statements. Before, they always just told me I had to submit my credit card statement for verification. I did this without hesitation "
As per checking your last message. We would want to inform you that as to proceed with your verification we want to know the source of your fund and we kindly request you to please share the requested bank statement. So we can help you further accordingly. Thank you!
Best regards,
CrownPlay team
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1 year ago
Dear KruemelGTI, have you already provided the casino with the requested document?
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1 year ago
TranslationHello, yes, the casino has received the documents. My account is now verified. The first two withdrawals were not processed correctly due to a system error at my bank. I requested a withdrawal again on March 31st and am now waiting for the next payment.
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1 year ago
Dear KruemelGTI, can you please share any updates? Were your next withdrawal requests processed smoothly, or did you come across any problems again? Let us know if you have received any payments from the casino and how much is left to withdraw from your account.
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1 year ago
TranslationHello, the first 1,000 have been paid out. Now I'm waiting for the next payout, which will take a week. The last two were quicker.
The 1-3 day payout target was not met. Previously, payouts were ALWAYS made on Sundays.
When I asked support, they always just said I'd have to be patient. I'm curious when the next payment will be made.
500 euros still need to be withdrawn (these have been in processing since 6.04.2025).
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1 year ago
Dear KruemelGTI,
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Crownplay Team
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1 year ago
Dear KruemelGTI,
I hope this email find you well.
Kindly be advised that you should receive your 500 EUR withdraw request in short period of time into your bank account.
Thank you and have a great day.
Beast Regards,
CrownPlay Team
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1 year ago
Thank you for checking this, CrownPlay Casino.
Dear KruemelGTI, please, let us know once you receive the payment from the casino. Do I understand correctly that this is supposed to be the last withdrawal? I hope it won't take much time for the payment to reach your account after being processed by the casino.
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1 year ago
Dear KruemelGTI,
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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12 months ago
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,
Natalia
Casino.Guru
