The player from Germany's account at Crownplay was blocked after he won €2500, with the casino alleging that he had played under another player's name. He asserted that he had played on his girlfriend's registered account, and despite submitting all necessary documents for verification, he suspected that the casino was trying to avoid paying out his winnings. The Complaints Team explained that using a third-party account for withdrawals was strictly forbidden, which led to the casino's right to block the account and confiscate winnings. Consequently, the complaint was closed due to the player's violation of the casino's terms.
CrownPlay Casino - Player's account has been closed over withdrawal issue.
Amount: €2,500
CrownPlay Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
My girlfriend and I have been playing together on one account. The account was registered in her name, but we transferred the money to my account.
I've been playing on Crownplay for a year, and deposits and withdrawals have always worked perfectly.
Now that I've won €2500, they've blocked my account, claiming I played under another player's name. But that's not true because it was my girlfriend who was playing.
We've submitted all the necessary documents for verification, and I feel like they don't want to pay out my winnings. It seems they're trying to find a way not to pay.
Automatic translation:
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1 month ago
Hello marc8inho,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CrownPlay Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- How many withdrawals did you received from the casino so far?
- When was the last time you spoke to the casino and what was it about?
Please note that you can never use a 3rd party payment method either for deposit or withdrawal and one account can belong to 1 player only. As is it strictly forbidden, the casino has every right to confiscate and winnings and block the account.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello,
I also tried to withdraw the money into my girlfriend's name, that is, into her bank account.
I have been playing at Crownplay for half a year and I verified myself back then.
I don't know exactly, but I would say I got paid out about 10 times.
Yesterday I received an email from the casino saying that I would get my winnings. I suspect that this is not true because two days earlier I received an email saying that I would not get any money due to violations of the rules.
Automatic translation:
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1 month ago
Hello marc8inho,
Unfortunately, the usage of a 3rd party account, payment is strictly forbidden in every single online casino.
One account may belong to one person only and can use only his own deposit and withdrawal methods and funds.
By breaching this term, the casino has right to close the account and confiscate any balance on the account.
I'm sorry that we can't further assist you in this matter. We will be now forced to close the complaint due to above explained situation.
Best regards,
Nick
