The player from Germany encountered ongoing issues with withdrawing funds from the casino, having requested her first withdrawal of 500€ on August 5th. Despite the request, chat support offered no clear resolution, leading to a feeling of mistrust. After 22 days of waiting and multiple complications, the issue was resolved when the player finally received the funds in her account. The Complaints Team successfully facilitated communication with the casino, ensuring the player's winnings were credited.
CrownPlay Casino - Player's withdrawal is delayed.
Amount: €800
CrownPlay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
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I am constantly experiencing issues with this casino. I requested my first withdrawal on August 5th, and two days later, a withdrawal of 500. The chat support keeps stalling. This is not trustworthy.
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2 months ago
Dear waldhofitter,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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2 months ago
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Hello, that actually seems to be your standard answer.
I've been waiting for my payout for a week now, but unfortunately nothing is happening, which doesn't seem very serious to me.
Please just pay out my winnings.
greeting
Gerlinde
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2 months ago
Thank you for your reply, waldhofitter. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 months ago
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Well, I'm curious, I just wonder why they advertise 3 working days in their terms and conditions, that's not serious
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2 months ago
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The chat keeps saying that they see that the payout is about to be completed, every day new excuses
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2 months ago
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Somehow it's not working with the casino, it just doesn't pay out. On August 5, 2024, I had a draw where I would have won at least 500 euros, they interrupted it and only credited me with 100 euros.
The history was of course not clear. This is really not serious, I can only warn against depositing money there
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2 months ago
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Just fairy tales, they really don't deserve the stars
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2 months ago
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Today is the 11th day, the chat has automated answers and customer service does not answer, it is frustrating, I have been in contact with the casino every day and am just being kept waiting
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This came today
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2 months ago
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Hello, today my withdrawal of 500 EUR was credited back to my player account. This is fraud
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2 months ago
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Now they have blocked my account too, that's not okay
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2 months ago
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Account is open again, but I was blocked from chatting and customer service is not responding.
At the weekend, my withdrawal of 500 euros was credited back to my player account and was topped up with a bonus.
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2 months ago
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Apparently there were problems with my payment provider.
I find these machinations very borderline.
The 300 euros were paid out in the hope that I would close this case, but I am still waiting for my 500 euros
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2 months ago
Thank you for your reply, waldhofitter. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that only one of two withdrawals was processed successfully?
- Could you please advise us on the current status of the missing withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Thank you.
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2 months ago
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Hello, yes only 300 EUR have been received.
The other 500 euros were credited back to my player account and were given a bonus.
I immediately requested a new withdrawal, then customer service said my bank had refunded the money, but that can't be the case because I didn't receive any confirmation of the withdrawal.
The fact is that the casino has refunded the money and added a bonus.
In response to my request, I once again received a message saying they were sorry and that I should wait 3-5 working days.
This is all very dubious
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2 months ago
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As it looks, I can't log into my account or contact support or chat at the moment
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2 months ago
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I wanted to ask again, have you contacted Crown Play yet?
As I said, I have been waiting for 20 days for the 500 euros
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2 months ago
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Hello Cristina, unfortunately I haven't received any response at all. Have you been able to achieve anything regarding my payout?
Greetings
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2 months ago
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Today is the 21st day, and again this fraudster has transferred the money back to my casino account. Why did I file a complaint here if nothing is done? What they are doing is criminal and fraudulent
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2 months ago
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Players should be protected from such a casino, but the security factor is very high
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2 months ago
Thank you very much, waldhofitter, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
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OK, thank you, I hope you can help me, waiting 22 days for the money is very dubious and it was also booked back into the player account twice. Apparently it was my bank's fault. So now I have to say I had a lot of patience, but this is really a scam
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2 months ago
Dear waldhofitter,
I’m Kubo, and I’ll be handling your complaint from this point forward. If there have been any updates since the last communication, please feel free to share them with me.
I’d like to invite representatives from CrownPlay Casino to join this discussion and provide any information that could help resolve the issue.
As CrownPlay Casino doesn’t yet have a registered representative account on our platform, they won’t be able to respond directly in this thread. However, I have already reached out to them through an external channel and am currently awaiting their reply. I’ll keep you updated with any developments as soon as I hear back from them.
Thank you for your understanding and patience.
Best Regards,
Kubo
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2 months ago
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Hello, unfortunately there is no news yet. Thank you for your efforts, I hope the problem can be solved soon.
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2 months ago
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Hello, I just wanted to let you know that the money was credited to my account today.
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2 months ago
Dear waldhofitter,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
