The player from Switzerland has been struggling to receive his winnings for several months. We closed the complaint as ‘unresolved’ because the casino failed to reply.
CrownCas Casino - Player’s two withdrawals have been delayed.
Black points: 205
Amount: €921
CrownCas Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
My complaint concerns 2 withdrawals.
I have been waiting for 2 withdrawals of winnings from real money since February 14, 2020, i.e. for 4.5 months (!). Despite repeated promises from CrownCas, the money had not yet been received.
Here are the details:
1st payment of 128 euros: Was on February 14th. approved. I got an email that I would receive the money in 2-3 days. I am still waiting for the money.
2. Payment of 793 euros: Was on February 19. approved. I got an email that I would receive the money in 2-3 days. I am still waiting for the money.
For 4 months now I have tried several times per week via email and chat that both payments are finally made. Without success. Despite the promises of 2 chat employees and once the promise from the finance department via email on May 28, 2020.
I ask CrownCas Casino to finally process the withdrawals.
Many thanks.
Automatic translation:
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4 years ago
Dear Luethj,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC account verification successfully in the past? Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela. Yes, the KYC account confirmation has been successfully completed. When other winnings were paid out, the payment to my bank account worked as the payment method. I had already received winnings before. Sometimes this worked well, sometimes it took a long time.
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4 years ago
Thank you very much Luethj for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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 Luethj,
Have you received any news from the casino about your withdrawal request? Do you have any kind of communication – live chat or e-mail – which you could send us for further investigation? If yes please send it to yuliia.k@guruadmins.com.
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4 years ago
Thank you for providing us with evidence relevant to the case. Now I would like to ask CrownCas Casino to explicate the delay of the player’s pending withdrawal.
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4 years ago
Translation
Thank you so much! I hope that they are successful and not simply ignored. At askgamblers I had an unsuccessful complaint with an unsuccessful reactivation. There was simply no response. Then I tried it myself and was able to get one of the three payouts. Now those 2 are just missing. I'm looking forward to your answer.
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4 years ago
Dear Luethj,
In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.
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4 years ago
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Hello July
Too bad that CrownCas simply ignores here.
Thanks anyway for your efforts.
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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.
The casino can reopen this complaint anytime.
Best regards,
Juli
Casino.Guru
