The player from Germany has requested a withdrawal since 12/04/24, but it remains unprocessed with the status showing "Transaction Review." Despite assurances from support that the request is marked as urgent, the player still has not received the funds.
CrownPlay Casino - Player's withdrawal is delayed.
Amount: €300
CrownPlay Casino
Safety Index:HighSafety Index
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8.5
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Case opened
Current status
Waiting for Casino Guru to reply
4d 18h 47m 25s
Case summary
2 days ago
Public
Public
2 days ago
Translation
Since 12/04/24, I requested a withdrawal but still haven't received it. Support always says the same thing, that they marked it as urgent and forwarded it, and that I shouldn't worry. The status still says Transaction Review. I deposited with a credit card, and everything is in my name.
Automatic translation:
Public
Public
2 days ago
Dear hayastan94,
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 the 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
2 days ago
Translation
strange why 14 days there is nothing to verify under 5k payout the support says everything is fine only that there are supposedly too many payout requests
Automatic translation:
Casino Guru is examining the case
