The player from Germany had been awaiting a withdrawal of 300€ initiated on April 18th, which was beyond the usual 12-day processing period. Despite having completed the verification process, the issue remained unresolved due to a lack of response from the casino's support team. The Complaints Team had advised the player to wait for at least 14 days post the withdrawal request before filing a complaint. Despite extending the response time by an additional 7 days, the player had failed to provide any updates, leading to the rejection of the complaint.
CrownPlay Casino - Player's withdrawal has been delayed.
Amount: €300
CrownPlay Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello, I initiated a withdrawal of 300€ on April 18th and have not received it till now. The last time it took 12 days; today is the 12th day and it's still not here. I have already been verified...
Support just gives the same responses.
Automatic translation:
Public
Public
6 months ago
Dear canslt,
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
Public
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6 months ago
Translation
OK, I'll wait another 2 days and then get back to you
Automatic translation:
Public
Public
6 months ago
Dear canslt,
Could you please provide me with an update regarding your withdrawal request, Have you received your winnings yet?
