CrownPlay Casino - Player believes that their withdrawal has been delayed.

Hi There, joined Crown Play casino about 3 weeks ago and the site seemed fairly good. Made 2 withdrawals as you can only withdraw $1000 per day, one for 490 feb 4 and another one feb 9 for 500. They are both still pending and all my communication with support they just keep saying be patient.

The withdrawals are still pending, one has been 10 days and the other one 7 days. I keep getting the same reply from their support team telling me to be patient. It's all good and well to say be patient, but when their T&Cs say 3 working days for payouts.

Dear Amy44,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Amy44,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi

it has been 14 days since my first withdrawal and 9 since my last one. Continue to contact casino and all that they say is to be patient.

no update on there end.

a bove

Hi

I contacted their customer service again this morning and same reply of just to be patient. It is like their responses are cut and paste from a script.

very frustrating

Dear Amy44,

Can you please advise if your account is fully verified and if you have accumulated your balance with real money or bonus?

Additionally, please forward any communication between you and the casino related to this case to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Hi

finally paid out yesterday. So brutal at the length of time.

thanks for your help

Dear Amy44,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru