CrownPlay Casino - Player’s account has been closed with no explanation.

On August 31, 2024, I deposited approximately 3000 EUR in the casino. After playing for a bit and losing some money, I managed to win a 2,375 EUR bet on "Football Blitz Top Card" which paid at x2. My balance increased to around 4,750 EUR, and after continuing to play BlackJack, I brought the balance up to 5,050 EUR. I decided to withdraw the maximum possible per day and requested a 500 EUR withdrawal, then waited several days for the money to arrive. I chose to withdraw using USDT.

However, two days later I saw that my withdrawal method had been changed from USDT to VISA/MASTERCARD CC, and I hadn't done that. I contacted the support department and immediately saw that my account had been blocked.

I have read all the terms and conditions, and despite them being very unfair, I have complied with all of them and have been especially careful to do so. The information I have provided the casino is real. I do not have, and have never had, any other account in this casino, and no one from my family does either. I have not employed any betting strategies.

Additionally, the casino is not offering any communication and is ignoring all my emails without providing any type of explanation. I have documented everything and saved screenshots because when I saw that my withdrawal method was changed without any justified reason, I started to investigate and made sure to document everything in detail.

I would ask for help to contact the casino and request explanations. Perhaps it was a mistake, but it is suspicious that many users experience this error coincidentally when they have winnings. It doesn't make sense to play at a casino that won't pay you when you win.

Dear Anveter37,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve faced with your withdrawal and account status.

To better understand the situation and assist you effectively, could you please provide more details on the following?

• Have you received any official communication from the casino regarding the change in withdrawal method or the account blockage?
• Can you confirm if you have received any notifications or alerts about potential issues with your account before it was blocked?
• Have you had any previous similar issues with this casino or any other instances where the withdrawal method was changed without your authorization?

Please forward any relevant communication or screenshots to petronela.k@casino.guru, as this will help us investigate the matter more thoroughly.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you very much for your prompt response. Below I add more details to your questions:

• I have not received any communication or notice of the blocking or change of payment method. I have sent several complaints and questions but I still have not heard anything.
• My account was recently created at the end of August so this is my first experience with this casino, although I see that something similar has happened to other users.
• I would also like to add that I made sure to remove all bonuses as they usually have very difficult conditions to meet and I was not interested in any bonuses.

I remain at your disposal to clarify any point or doubt in this regard.

Thank you very much, Anveter37, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Anveter37 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CrownPlay Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

The casino has replied and partially refunded me the last deposit. However, they claim that I did not own the deposited method or that I recalled or dispute some funds. I have evidence to support that this is not true that I will provide in a separate comment.

See below the full content of the email provided to me:

On Wed, 11 Sep 2024 at 14:14, Support <support@crownplay.com> wrote:

This ticket was created on your behalf.

Karin (CrownPlay) 

11 Sept 2024, 15:14 EEST 

Dear Antonio,

Thank you for contacting us.

Please be informed, that your account was closed for not following our Terms and Conditions.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...> engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...> immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

<...> void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

Please, be informed that all winnings were void on your account and we're planning to refund your last deposit of 2449.84 EUR only and kindly ask you to provide us with your crypto wallet address.

Kind regards,

Crownplay team

To add additional comments, reply to this email.

This email is a service from CrownPlay. Delivered by Zendesk

Here is the evidence that I just provided to the casino. I continue to dispute the remaining of my balance account which amounts to 2,600 EUR

Regards

Antonio

Dear Karin,

Thanks a lot for your work on this case.

I have received the 2449.84 EUR refund into my crypto wallet. However, I believe there is a mistake when CrownPlay decided to void my winnings and close the account. Therefore, I collected the necessary evidence that can prove that I complied with all the terms and conditions.

Here are the points to be made: 

1. All the deposits in the account were 3 deposits that were made using USDT blockchain transactions which are irreversible and were already confirmed by the network and therefore it is incorrect to assume that any funds were recalled or disputed. No other deposit method was used as you can see in the deposit history.

2. I am the owner of the USDT crypto wallet address to which the funds were transferred from. I am also attaching evidence on the three deposits made, as well as the transaction ID that can be tracked in blockchain. The screenshot from my wallet account match the deposits received in my casino account in the time and amount. Further evidence is that the refund that you performed, was given to the initial wallet address that I used to send the funds to the casino in my initial deposit (see screenshot attached for the 2721 USDT made on 16-09-2024).

3. The personal details provided in my casino account are correct and valid and I could provide my national ID for verification, proof of address and phone number verification as well. In case this is a concern for the casino. I remain at your disposal to provide any verification that you may need to reassure your team on any concerns.

Based on the below, I kindly request to your department to kindly review the case and incorporate this evidence and resolve the case. I request the refund of the remaining balance in my account which is 2,600 EUR.

The total balance when the account was closed was 5050.46 EUR, after the deducting the deposit refund of 2449.84 EUR, the remaining balance to be paid by CrownPlay is at 2601.46 EUR.

Currently I have two open complaints in different places and I am happy to close them and provide positive resolution feedback once the remaining balance is received to my crypto wallet address.

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.

The casino representative has asked me to post the following message:

Dear All, Please be informed that we're looking into this case and will come back with an update as soon as possible. 

Kind regards, Crownplay team

Dear Anveter37, the casino representative has asked me to post the following message:

Dear Peter,

We've sent you all the information with accompanying evidence in regard to this case via email. Please review it.

Kind regards,

Crownplay team

I will review the information and get back to you about any new developments. Thank you in advance for your patience!

Dear Anveter37, the casino has provided me with evidence of chargebacks at a different casino that the same operator manages. Chargebacks are not taken lightly and it can cause an industry-wide blocking of your account if such activity is recorded. Your financial loss was a result of what you owed to the previous casino where the deposits were chargebacked. We believe the steps the casino has taken are justified and will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter