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

11 days since I requested the refunds, they won't let me withdraw the full amount nor will they pay me so I can withdraw more quickly.

They just say they're putting my withdrawals on priority, and I've been doing this for almost two weeks. It's outrageous.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Nothing for now,

My 3 withdrawals of €500 each are still pending and I cannot withdraw the rest of the money until the pending withdrawals are completed.

It's a shame, maybe even a scam.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I've been playing at this casino for months, where withdrawals were completed within three days at the most. It's true that I always suffered losses. They put me at VIP level 4, and now that I've won around €6,000, they suddenly lowered me to VIP level 2 to limit my withdrawals.

The first ones were completed successfully, 3 or 4 withdrawals, from then on they stopped paying me exactly 15 days ago

They say it doesn't require verification, and it wasn't obtained through bonus winnings or anything similar.

This is the last thing they answered me yesterday

Thanks for the help

It's been 21 days and I still haven't received anything. They say my money is safe and that it's just a matter of time, but they've already exhausted my patience. They always tell me the same thing and never pay me. What can I do?

They say it's because of an unusual volume of transactions, but it sounds like an excuse.

Dear player, could you please confirm whether you still haven’t received any of your pending withdrawals?

Also, would you be able to share a screenshot showing the current status of your pending withdrawals within your casino account?

I still haven't received anything, I'm showing you the first pending withdrawal of €500.

The other two are the same and I cannot withdraw the rest of the money until these are completed.

What can I do? I'm desperate.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Just today, after almost 25 days, they paid me a withdrawal of €500. I also have the others still pending from July 14 and July 18, which means they are very late and the situation is not good.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello Romi,

Just yesterday, after 25 days, they paid me a transfer of 500 and today another one, there is still one more pending, plus the 6000€ that I am withdrawing as soon as they are completed.

I hope it gets expedited and I don't have to wait another 25 days,

I will keep you informed, thank you.

Dear all,

We are pleased to inform you that all the pending withdrawals have been successfully completed.

Kind Regards,

CrownPlay Casino Team

Dear miguelfh1040,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru