CrownCas Casino - Player’s experiencing difficulties to complete KYC verification.

I tried to withdraw my winnings from the casino and sent the necessary documents.for more than 2 weeks the casino did not reply to any emails and still has not replied.

Dear Lauri,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. The delay also might be caused by fact, that situation in the world is challenging for everyone – even for casinos.

I would suggest you to wait a few more days (let’s say 7 days) and if no one gets in touch with you during this time period, we will try our best to help you.

Best regards,

Kristina

I was already waiting for 2 weeks when I tried to make my first withdrawal and no one responded from the casino by email

Thank you very much Lauri for your reply. I will now transfer your complaint to my colleague Juli 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.

Hello Lauri,

I looked at you r complaint and will do my best to help you. Ideally, please forward any relevant communication between you and the casino. My email address is yuliia.k@guruadmins.com. I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

I am unable to send any communication between me and the casino because the casino has not responded to me

Thank you for the answer. Now I would like to ask CrownCas Casino to explicate the delay of the player’s pending withdrawal. Hopefully, we will receive a response soon and sort this case to your satisfaction.

CrownCas Casino, thank you in advance for your reply and assistance. 

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’ which may affect its rating.

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’ which may affect its rating.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli