The player from Australia had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that it was common for withdrawals to take a few days or weeks to process, potentially due to unfinished KYC verification or a high volume of withdrawal requests. They had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. The team had tried to follow up with the player, but they did not respond to their messages and questions. As a result, the Complaints Team was unable to investigate further and had to reject the complaint.
CrownPlay Casino - Player claims that payment has been delayed.
Amount: A$400
CrownPlay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Their terms and conditions states that they would pay out within 3 business days. Given I requested the withdrawal over Easter it’s been 9 days (5 business days) I was patient about the time it may take. But everyday I speak to life support they just say they’ve notified the finance department and no other information they can give me.
ive also have another 2 withdrawal that have been requested and it feels like they might not process them.
Public
Public
7 months ago
Dear Phong112,
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
