The player from Australia had a withdrawal that was stuck in the progress stage and was unable to verify her identity. She faced long wait times for live chat assistance and did not receive replies to her emails. The Complaints Team attempted to clarify the situation by reaching out for more information but received no response from her. As a result, the complaint was rejected due to the lack of communication.
CrownPlay Casino - Player's withdrawal is delayed.
Amount: A$750
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
2 months ago
Public
Public
2 months ago
Withdrawal stuck in progress stage , cannot verify identify , stuck on long queues for live chat and will not reply to my emails ...
Public
Public
2 months ago
Dear Billiem71,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please specify when exactly you submitted your withdrawal request?
Have you sent any documents for verification to the casino or are you unable to do so because the verification is not required from you yet?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
