The player from Germany is complaining about the lengthy verification process. We closed the complaint as ‘unresolved’ because the casino failed to reply.
CrownCas Casino - Player’s struggling to complete account verification.
Black points: 147
Amount: €550
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
4 years ago
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4 years ago
Translation
Hello I wanted to complain about the long verification period of the casino. I was told in live chat that the verification takes 2-3 days, but I have been waiting for 6 days and any contact to the finance department is not answered. I ask you to help me with this. Sincerely, Alexander
Automatic translation:
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4 years ago
Dear Hakkepit,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Thank you very much Hakkepit for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Hakkepit,
I am very sorry to hear about your problem.
I would like to invite CrownCas Casino to join this conversation and give us an explanation of why the player's verification has been delayed.
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4 years ago
Translation
Since, as expected, the casino did not respond, how does it go on now? Best regards
Edited
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4 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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4 years ago
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.
You still have an option to write to curacao licence authority, here is the email contact certria@gaminglicences.com
The casino can reopen this complaint anytime.
