The player from Germany had won €7,000 at CrownPlay online casino but faced issues with receiving withdrawals. Despite having requested the first withdrawals on November 30th, there had been no progress, and the support team failed to provide satisfactory responses. The player felt that the casino was avoiding accountability and sought advice on how to recover their funds. The Complaints Team acknowledged the player's situation and kept the case open until the full amount was received, but ultimately, the complaint was rejected due to the player's lack of response.
CrownPlay Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €7,000
CrownPlay Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Hello,
At the end of the week before last, I thought I'd struck it lucky by winning €7,000 at the CrownPlay online casino. However, as I read in other complaints, the classic issue of not receiving my withdrawal also happened to me. Since I could only make a maximum of three withdrawals, each worth no more than €500, I requested the first withdrawals on 30th November. Unfortunately, nothing has happened since then. No verification has been requested, and the support team hasn't responded to my emails. Only the live chat answers my inquiries, but they keep running me around in circles. They say the finance department will be contacted, etc., but it's all just excuses and apologies. Once, I was told to independently cancel a withdrawal and use a different payment method for the withdrawal. Completely nonsensical. It seems like they're just trying to restart the three-business-day period mentioned in the terms and conditions. Very unprofessional. What can I do now to get my €7,000?
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1 year ago
Dear AlexJ0801,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
TranslationHello,
Thank you for the quick response. I already knew about the 14-day period from other users' posts. Problem: According to the overview, no verification is required. I have already discussed this in the live chat. However, I have not yet been asked to carry out verification.
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1 year ago
TranslationHey people,
So something has actually happened. I can perhaps allay some of the worries of other affected people. So far I have received 4000 of the 7000€. Since I can only withdraw 500 per day, of course it all takes time. The processing time varies greatly. Sometimes it happens on the same day, sometimes you have to wait longer than the stated 3 days. I currently have 1000€ in the withdrawal and 2000 left in my account. I'm curious to see how long it will take until I receive everything. Despite many different messages, I'm still being paid out. However, to date, no verification has been carried out or requested from me. I'm not used to that. Nevertheless, the money is coming. It's now up to support to close the case or wait until the entire 7000€ has been paid out in full. If the case remains open, I'll be happy to keep you updated. Many thanks to the Casino Guru team for your support!
Edited
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1 year ago
Thank you very much for the update, AlexJ0801. Of course, I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.
