CrownPlay Casino - Player's withdrawal is delayed.

I knew it was too good to be true. Just like the other person who made a complaint about their withdrawal, the same goes for me, $750 I withdrew. It'll be 1 week tomorrow and still have not received my money. I kept getting chat reps flicking me off by closing chat or they just won't respond..I use bank transfer minfinityAU and it takes 3-5 days. I truly believe they will not payout anyone, chat que is always above 15 people waiting, and I'm guessing its due to withdrawals. So not happy with this place.

Hello Nyra85,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

In response to verification, my account states that I don't need to (odd I know) upon asking chat for an email to send verification to, I was met with " we can not give you an email address as it's confidential" like seriously??

These winnings were accumulated by way of a $50 loyalty bonus, (after a $800 loss with my deposited funds) which was fully wagered and all rules about the bonus were abided by.

There is no proper explanation on the rules of bonuses on there website.

Last chatted to them yesterday around the same time I posted the complaint here. I've been contacting them everyday since the withdrawal and 5 out of 10 times the reps have closed our chat session, the others would tell me that there's delays with withdrawals and that it will be paid as soon as possible.

Hello Nyra85,

As the casino is still within the recommended time frame to process the payment, please let us know by the beginning of the next week if there's been any update. If still nothing, we can try to intervene.

How are they still in the recommended time frame? Today is 14 days (my time) 14 days is not the recommended time frame.

And as you already know, there a multiple players with same issue, surely your not going to tell them also that 2weeks plus is the recommended timeframe.

From your reply. I would have thought you were working for them.

Sorry, but your response was not helpful.

Just remember my withdrawal was made on the 27th of MARCH it's now the 10th of April in Australia.

Money has been paid into my account today.

Dear Nyra85,

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,

Casino.Guru