CrownPlay Casino - Player requests account closure but is being ignored.

Hallo

Ich will mich auf Crownplay sperren lassen wegen Spielsucht. Leider reagiert keiner auf meine Email oder im Chat.

Es kommt immer nur das es ihnen leid tut und an die zuständige Abteilungen geht.

Aber das Konto bleibt weiterhin offen und ich kann einzahlen.

Ich habe mich bestimmt schon 10 mal mit denen in Verbindung gesetzt.

Was kann ich tun damit ich dorf gesperrt werde?

Und bekomme ich meine Einzahlungen wieder?

Dear Mandy007, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Ich habe euch die Mail weitergeleitet.

Leider hab ich die dutzend Gespräche vom Chat nicht.

Thank you for the emails.

Have you requested self-exclusion due to gambling addiction for the first time on February 3?

Has the casino responded to your email for the first time on February 13?

Have you sent your account closure request to the email address vip@crownplay.com as suggested by the live chat agent?

Has the casino closed your account on February 14?

Could you please specify how many deposits you made from the moment you requested to be self-excluded for the first time up to the moment when your account was finally closed?

Hallo

Erst wurde ich auf die Support Mal verwiesen.

Zweimal hintereinander.

Dann als ich mich zum wiederholten Mal in Verbindung gesetzt habe an die vip. Das habe ich dann sofort gemacht und den Screenshot gleich im Chat weitergeleitet

Am 14. Hat sich dann der Mitarbeiter gemeldet und am 14.2 auch geschlossen.

Nach dem 03.02 gab es noch Einzahlungen von ca 1300 Euro

Thank you very much, Mandy007, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mandy007,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CrownPlay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CrownPlay Casino,

Could you please provide detailed information regarding this case, including the specific reasons behind the 11-day delay in applying the player's self-exclusion? We would appreciate a thorough explanation of the circumstances surrounding this issue.

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the 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’ which may negatively affect its rating.

Dear Mandy007,

I wanted to inform you that I’ve been contacted by the casino representative externally, and they kindly requested a little more time to provide a response. I’ve extended the timer for an additional week, and the casino will provide their response as soon as possible.

Thank you for your understanding and patience.

Dear Mandy007,

The casino representative contacted me yesterday and asked me to share the following message with you:

Dear Mandy007,

We would kindly request to provide a reply to the email received regarding your refund request in order to proceed with it.

Thank you in advance.

Kind Regards,

CrownPlay Casino Team

Could you please reply to their email and let me know what it’s about?

Thank you.