CrownPlay Casino - Player’s withdrawal request is delayed.

Hello dear Casino Guru Team,

On October 15, 2025, I deposited €1000 for the first casino welcome bonus and received €1000 in bonus money.

https://crownplay050886.com/de/promotions/casino/welcome-bonuses

Real money and bonus funds are kept separate in this casino. After I had lost my real money, I activated the €1000 casino bonus and was able to make a profit with the bonus money.

After fulfilling all the wagering requirements, €11,239 was available as real money for withdrawal. On October 16, 2025, I requested the first withdrawal of €500. Two further withdrawals followed, bringing me to the withdrawal limit of €1,500.

Since this first payout from the casino has not been processed after 14 days, I have now decided to file a complaint and hope you can help me resolve this issue.

Best regards,

Michael

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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.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

What games did you play while your bonus was active?

Have you contacted the casino customer support to ask about the reason for the delay in processing your payment?

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

Best regards,

Veronika

Hello Veronika,

Here are the answers to your questions:

Have you completed the full KYC verification process or at least provided the casino with identification documents for verification?

So far, I haven't had to verify my identity at the casino. No identification document has been requested either.

Which games did you play while your bonus was active?

I played Turbo Mines (Turbo Games), then Poseidon Xtreme (Spinmatic) and Book of Basted (Spinmatic)

Have you contacted the casino's customer service to ask about the reason for the delay in processing your payment?

Yes, via email.

kind regards,

Michael

Hello Veronika,

The casino has now started making payouts and has paid me 3 x €500 to date.

€9739 is still outstanding.

I will keep you updated here regarding further payouts.

Kind regards,

Michael

Thank you for keeping me updated. I'm glad to hear that the casino is now paying out your winnings. Please send me a screenshot of your withdrawal history, showing the active withdrawal requests.

Hello Veronika,

I have just sent you an email with the requested screenshot.

Kind regards,

Michael

Thank you for your email. Have you received any new payments in the meantime?

Hello Veronika,

Unfortunately, I have not received any further payouts from the casino yet.

kind regards,

Michael

Hello Veronika,

On November 16, 2025, the casino paid out three amounts of €500 each. A total of €3000 has been paid out to date.

€8239 is still outstanding.

I will keep you updated on further payments here.

kind regards,

Michael

Thank you very much for the update. Would it be preferred to keep this complaint open until all winnings are received, or can this issue be considered resolved for now, with the option to request a reopening in case the casino stops processing the payouts?

Hello Veronika,

Yes, it would be very helpful if they kept the case open until everything has been paid out.

I will keep them updated as soon as payments are received.

kind regards,

Michael

Dear Popy71

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, Lucia (lucia.s@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

Hello Popy71,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you provide an update on the current status of the payments on your end?

Thank you in advance.

Respectfully,

Lucia

Dear all,

we are reviewing the request and will be back with an update in the nearest time possible.

Best regards,

Crownplay.com

Dear Popy71,

We would like to inform you that all your pending withdrawals are processed now.

We remain at your disposal!

Best regards,

Crownplay.com

Dear Popy71,

please let me know once you receive the payments on your end.

Lucia

Hello Lucia, hello Crownplay Casino,

Yesterday, on November 26, 2025, 3 x €500 were paid out.

There is still €6739 outstanding.

I will keep you updated on further payments here.

kind regards,

Michael

Hello Lucia,

Yesterday, on December 3rd, 2025, 2 x €500 were paid out by the casino, and on December 4th, 2025, 1 x €500 was paid out.

€5239 is still outstanding.

I will keep her updated on further payments.

kind regards,

Michael

Dear Popy71,

can you please give us an update? Have you received your withdrawals?

Hello Lucia,

So, on December 9, 2025, one payment of €500 was made.

There is still €4739 outstanding.

kind regards,

Michael

Hello Lucia,

On December 12, 2025, December 13, 2025, December 15, 2025 and December 17, 2025, one payment of €500 was made each day.

There is still €2739 outstanding.

Two payments of €500 each have already been requested for disbursement.

kind regards,

Michael

Hello Popy71,

I am happy to hear things are moving in the right direction I will leave this complaint open for now. Please keep us updated on any new developments.

Hello Lucia,

On December 19, 2025, December 21, 2025, December 15, 2025 and December 27, 2025, one payment of €500 was made each time.

There is still €1239 outstanding.

2 x €500 + 1 x €239 have been requested for payment.

kind regards,

Michael

Hello Popy71,

I just wanted to check if there are any updates.

Hello Lucia,

€1239 is still outstanding.

kind regards,

Michael

Dear Popy71,

is there an update? Have you received your withdrawals?

Hello Lucia,

I can confirm that the casino has paid out the remaining €1239. The case can therefore be closed.

Thank you so much for the great support and best regards,

Michael

Dear Popy71,

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, 

Lucia S 

Casino.Guru