The player from Germany had requested three withdrawals of €500 each on February 20th, 21st, and 22nd, but had not received any funds despite contacting customer support six times. He was looking for further action to resolve the issue. The Complaints Team confirmed that the player's account was verified, and after further communication, the winnings were eventually paid out and credited to his account. The complaint was marked as resolved, and the player was advised to reach out again if any further issues arose with his remaining outstanding funds.
CrownPlay Casino - Player’s withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
CrownPlay Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
Hello, this concerns three withdrawals from February 20th, 21st and 22nd, each for €500. I have already written to customer support six times and I keep getting the same answer. What else can I do?
Automatic translation:
Public
Public
1 year ago
Hello niggo93,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CrownPlay Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
TranslationHello, thank you for your feedback,
The account is verified, but with Crownplay you don't need to do anything else to verify the account. The winnings are paid out with real money and I last had contact the day before yesterday. I was told for the 6th time that the payouts were in the last stage, but then nothing happened again.
Best regards and thank you very much!
Automatic translation:
Public
Public
1 year ago
TranslationHello,
I don't know if you're responsible for this, but everything was paid today and credited directly to my account. Thank you so much. I'm very happy about that. 🙂
There's still another €6,500 outstanding, which I'll be paying out bit by bit. If there are any more problems, I'll get back to you!
So thank you very much!!
Automatic translation:
Public
Public
1 year ago
Dear niggo93,
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,
Nick Bacon
Casino.Guru
