The player from Germany had deposited 100 euros at Crownplay Casino and after playing through the bonus, had attempted to cash out 500 euros since March 29th, 2024. He had faced difficulties with the casino's chat support and was frequently logged out of his account. The player's withdrawal had been mistakenly sent to an old bank account. Despite multiple attempts to contact the casino and provide proof of the returned funds, the casino had claimed they never received the money. After waiting for several days, the casino had finally credited the funds back to the player's account. We had advised the player to be patient and cooperative during the withdrawal process, and the issue was eventually resolved.
CrownPlay Casino - Player is experiencing difficulties with his withdrawal.
Amount: €500
CrownPlay Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hey,
I have deposited 100 euros at Crownplay and claimed the welcome bonus.
I've played through the bonus and wanted to cash out 500 euros. I've been waiting for my payout since March 29th, 2024. I understand that there were holidays and that it could take longer, but I'm consistently being turned away on the live chat. Either they're changing shifts or they ask me to send another request in 60 minutes, or I simply get logged out of my account. I hope you can help me.
Automatic translation:
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7 months ago
Dear Marco90,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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6 months ago
Translation
So there is another problem with crownplay
My withdrawal was paid out, but to the wrong account. I accidentally gave the bank details of my old account. I wrote several emails and in the chat that this withdrawal had to be cancelled because this bank account no longer exists. I was told they couldn't cancel it manually, which is a lie. I couldn't cancel it myself because the cancellation of withdrawal window didn't appear for me, regardless of whether I deleted the cache, used the ignore tab, used a different browser, etc., they kept telling me to try, but it doesn't exist.
So my old bank transferred the money back to crownplay 6 days ago, I received a document as confirmation. There is also a transfer statement which clearly shows that the 500 euros were transferred back to crownplay. It was transferred 6 days ago, no matter which country crownplay's bank is in, it takes no longer than 2 days and the money is there, crownplay tells me they never received the money, even though I have the transfer from my old bank to crownplay in black and white, crownplay says the money never arrived, 6 days are over, I don't need to wait any longer because 6 days is enough time, the same thing always comes up in the live chat, it has been forwarded to the finance department, I get an email, I have written by email many times and I never get a reply!
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6 months ago
Thank you for the update. Could you please inform me of the latest communication you've had with the casino regarding the issue of the winnings being sent to the wrong account? Additionally, have you forwarded the confirmation you received from your bank to the casino's finance department?
Please be advised that the process of assigning the returned payment to the correct player's account may take several days. Thank you for your understanding.
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6 months ago
Translation
The casino has sent me all the documents and transfer statements that I received from my old bank, both by email and in the live chat. The latest status is and was that I will receive an email shortly, I should be patient, etc. I have been waiting for an email response since April 10th, but for me that doesn't mean shortly. Furthermore, I was often logged out of the chat and my profile while I was online in the chat, so it is crystal clear to me what is happening here.
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6 months ago
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Update
The money was credited back to my account earlier, but it still took far too long, but I can say that crownplay is reputable, it takes a long time to pay out but I can recommend it
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6 months ago
Thank you for the update. We empathize with your frustration. It's worth noting that the finance department may operate solely on weekdays, potentially contributing to the delay. From our perspective, a six-day timeframe seems reasonable. With the winnings now back in your account, do you consider your issue resolved, or is there anything else we can assist you with?
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6 months ago
Dear Marco90,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
