The player from the Czech Republic provided the required documents a month ago, but they haven’t been approved, therefore he cannot withdraw his winnings.
CrownCas Casino - Player is experiencing problems with verifying his identity.
Black points: 40
Amount: €63
CrownCas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.3
CrownCas Casino has a Safety Index of 2.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day,
month I am waiting for the collection of 63 Euros and approval of documents for KYC. They do not respond to emails, they claim on live chat that they are only technical support and do not solve selections. Sportsbook also broken for more than a month. All indications are that the casino went bankrupt and I do not recommend sending any money to it.
Automatic translation:
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3 years ago
Dear marekvondrak,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I can only imagine how frustrating it must be for you when the casino isn’t responding regarding this situation.
Could you please confirm that you’ve provided all the required documents? Have any of them been approved, or the casino hasn’t replied at all after you sent them?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Good day,
I forwarded to you the emails I sent to the casino, including the documents that were attached. No response was received, although I did everything I required for the verification process.
Edited
Automatic translation:
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3 years ago
Thank you very much marekvondrak for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Marek.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We would like to ask the CrownCas 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’.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Marek.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.
For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).
Best regards, Jozef
Casino.Guru
