CrownCas Casino - Player’s winnings have been voided and account closed.

I have a problem with them refusing to pay out my winnings of 1968 euros because they say that Swedish players can not play at their casino. I have played in 2019 and made many deposits since then. But when I claim my winnings, they just close my account. I have sent lots of emails to them with various questions but they refuse to answer. They paid out my sitting deposits as I did on 15/10 but they have not paid out all the other deposits I have made since 2019.

I have not played on any other location guide I play on my mobile that is connected to the apartment's internet.

Then you can wonder why they paid back the last deposits if it is not approved to play at their casino

We tried to register my mother at their casino, it says Sweden when you have to fill in your country. She was approved to play she would just activate the email

You can not play all games, only some game providers work

Thank you very much, Liselotte, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Liselotte.

I am sorry to hear about your troubles. Please do not create any other accounts, especially not from the same network (your wifi). The casino may later identify the same IP address and accuse you from having multiple accounts.

Because registration from Sweden is possible and Sweden is not restricted by casino T&C's we believe that winnings should be paid.

I would like to invite the casino representatives into the discussion. Please explain to us why Liselotte have these troubles. Why you claim to her that Sweden is restricted, but in the casino terms and conditions, Sweden is not restricted.

Thanks

If they respond to the complaint.

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’.

Liselotte, if the casino will fail to respond to the complaint in the given time frame, we will help you to submit the complaint about this casino to their regulator.

Sounds really good. Thanks

They refuse to respond to all emails I have sent. Have you received any response from them?

Hello Liselotte.

I have a managed to contact the casino representative via Skype.

I am extending the timer for another 3 days hoping that we will manage to get more info about your case from the casino.

Hello Liselotte.

Based on information from casino representative, they paid you 3 of 4 deposits. The remaining one they didn't pay you because they change the payment provider (which is no legitimate reason not to pay)

Can you please confirm this information?

I have made many deposits, they only paid out what I put in the last day when I won. Ask for a bank statement on all my deposits.

I have made deposits with different cards since 2019. Do they refuse to pay out my winnings? Do they just want to pay my last deposits which is fraud

On 15/10 I made 3 deposits, the money was paid back. but all other deposits then?

We may report them to the supervisory authority

Can you check if the casino has been reported to the police? The Swedish Gaming Inspectorate has reported to the police 11 foreign gaming companies that operate 50 different gaming companies. Because when I chatted with the support at the casino and he asked if I played from Sweden, I said yes. then he shut down the chat then after that they never answered

Yes, you can report them to the police and to the Swedish regulator as well. (https://www.spelinspektionen.se/)

Our opinion is that the casino should pay you the winnings and then close the account.

Refunding you only partially is strictly against our Fair Gambling Codex.

How do we proceed now that we have to report the casino to the supervisory authority? I will then contact the Swedish Gaming Inspectorate after when this complaint has been investigated.

Firstly try to write to the Curacao licensing authority: certria@casinoslicences.com

Use this complaint as a reference but please describe to them everything again.

We will wait for their reaction. Meanwhile, you can write to the Swedish regulator as well.

I'm sending them an email

I will close this complaint with the status: waiting for decission of regulator. 

Liselotte, when you receive the answer from the regulator please write me an email or reopen the complaint.

Because Liselotte didn't get any response from the regulator, we decided to reopen this case and reclassify the complaint status to "no reaction bad regulator" (unresolved)

I am sorry, Liselotte, that we can't help you.