The player from Germany won 500 Euros at CrownPlay Casino on July 12, 2024, but did not receive the payout. Chat support was unhelpful, and the money was transferred back to her account without resolution. The issue was resolved when the player confirmed that the money had arrived in her account. The complaint was marked as resolved by us.
CrownPlay Casino - Player’s withdrawal has been delayed.
Amount: €500
CrownPlay Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello, I have problems withdrawing money from CrownPlay Casino,
I won the money on July 12, 2024 and have not received any payout to date.
They cannot help you in the chat and ask for your patience.
When I asked in the chat today, the 500 euros were transferred directly back to the account.
Support isn't responding, I don't know what to do next.
Greetings
[personal information hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear hausdamesilber,
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 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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3 months ago
Translation
Hello, I have contacted support and customer service several times.
Then the money is simply booked back and the payout is delayed even further.
I urgently request a solution.
Greetings
Gerlinde
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Just spoke to the chat again, just lies and deception.
Automatic translation:
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3 months ago
Translation
The money arrived in my account today, you can close the case.
Thanks
Automatic translation:
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3 months ago
Dear hausdamesilber,
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
