The player from Australia had been trying to withdraw €7500 for over two months, but the casino claimed that the details were incorrect despite the player having verified them multiple times. The casino took two weeks to respond to emails. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint due to insufficient information for further investigation.
CrownPlay Casino - Player’s withdrawal has been delayed.
Amount: A$7,500
CrownPlay Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Trying to withdraw 7500 but they say my details are wrong! I have checked my details multiple times and it’s all the same! It’s been over 2 months and still have nothing! It takes them 2 weeks to reply to any emails I send
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9 months ago
Dear dhjmddchvj,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Dear dhjmddchvj,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
I choose no bonus added!
yes I passed the verification!
no I have never had a withdraw!
I try to with draw over 10 times and they just send me emails 2 weeks later to say with draw canceled because of accounts issue
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8 months ago
Thank you for your reply, dhjmddchvj. Do you currently have a pending withdrawal? Could you please post a screenshot of your withdrawal history here in this thread?
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
