CrownPlay Casino - Player's withdrawal is delayed.

Withdraw of $750 still pending from 19th of December.

total amount won $6763

Hello Aydindjemil,

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?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi nick,

account was verified from day 1. When I click into verification, it’s states ‘it looks like your account does not require verification, enjoy our games’

deposit of real money was made on 19th of December. Amount of $205 AUD

Last time I spoke to company was 1st of January (employee named joss). Stated: apologize for the inconvenience caused by the long withdrawal delay. We understand the impact this has had on you and want to assure you that as per checking with the finance department, they have informed me that they are actively working to pay the funds as soon as possible. Your feedback is invaluable, and we appreciate your patience.

I can reassure you, they have been informed once again from my side, and they are working on processing it as soonest.

which is what has been said continuously. But nothing has changed.

Hello Aydindjemil,

Can you please forward the communication between you and the casino regarding this matter?

Additionally, can you please advise if there's been any update regarding your pending withdrawal since your last post?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Hi nick, I’ll send you the email I received on friday the 10th of January. I generally check in every couple of days.

I emailed them saying this:

Hi, 22 days and still counting for my first withdraw request. It’s unacceptable.

I need some answers, please let me know if I can assist.

I got this reply (the same reply I’ve been getting for 22 days): Dear Aydin Djemil,

Thank you for contacting our Customer Support team. 

I apologize for the inconvenience caused by the long withdrawal delay. We understand the impact this has had on you and want to assure you that as per checking with the finance department, they have informed me that they are actively working to pay the funds as soon as possible. Your feedback is invaluable, and we appreciate your patience.

I can reassure you, they have been informed once again from my side, and they are working on processing it as soonest.

I would personally be more than happy to help you with your question. However, access to financial information is limited from my side and hence I cannot promise any time from my side. 

hope this helps and gets resolved. I have x9 750 withdraws to attempt….

hi guys, just letting you know my first $750 withdraw out of $6763 has been approved. Waiting to hit my bank account.

I have now requested my second $750 withdraw, we will see how long it takes, hopefully not 24 days again.

$5263 remaining.

Hello Aydindjemil,

Glad to hear that a withdrawal has arrived.

Please let us know in case the second withdrawal would take longer than 14 days as it definitely should not take as long as the first one.

Will be awaiting your update.

Regards,

Nick

Hi nick, will do.

Hello Aydindjemil,

I will be prolonging the timer by additional 7 days.

Let us know in case the money arrives.

Regards,

Nick

Hi nick, no worries mate. Will do.

Hello Aydindjemil,

Can you please update us on the current situation? - did you receive your withdrawal or has there been any other issue since you requested it?

Awaiting your response.

Regards,

Nick

Hi nick, the first withdrawal that hit my account took 25 days. This second withdraw is still pending. It has been 19 days.

so hopefully next week it will hit my account. Once it hits, $5326 remaining.

max $750 withdraw at a time. This reminding $5326 will take nearly all year to be withdrawn. Crazy.

Hello Aydindjemil,

Based on the casino terms and conditions, please should be able to withdraw up to $13 000 per month. As you are seemingly receiving lower amounts, I will be now forwarding your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks nick.

26 days and my second withdraw @ $750 aud still pending (max withdraw at a time supposedly…)

first successful withdraw took 25 days.

once this second withdraw is approved, $5326 remains

Dear Aydindjemil,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear CrownPlay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side. Why does the player receive withdrawals in amounts less than stated in your terms and conditions?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email nat,[email protected].

Kind regards,

Natalia

thanks Natalia, they have not replied to any of my email’s sent in the last 4-5 days.

hopefully this is resolved asap. $750 AUD every month is not good enough

2nd withdraw of $750 AUD has hit my bank account, 3rd withdraw now pending

$4513 renaming

Thank you for keeping us updated, Aydindjemil.

I'm still waiting for the comments from the casino representative.

Dear Aydindjemil,

I have just received the following response from the casino representative:

Dear all

Kindly be informed that customer withdrawal is complete and paid out on our side.

Kindly note that the customer can request and have more than 1 pending withdrawal at a time.

Please note that he can have 3 active withdrawals and can request maximum 750 AUD per 24 hours.

We would kindly ask the customer to start requesting more than 1 withdrawal at a time and not request 1 and wait for it to be completed than requesting another one .

Best Regards

CrownPlay Team

Aydindjemil, can you please confirm if your latest withdrawal was received? Can you try to request up to 3 withdrawals as asked by the casino representative? We can see if this will help and speed up the process.

Hi Natalia,

I have 2 pending withdraws of $750 AUD.

$3763 remaining.

will do my 3rd in the next 24 hours

I will let you know when I receive payments.

thank you

Dear Aydindjemil, have there been any updates after your last message?

Hi, X1 pending with of $725 AUD remaining

Dear Aydindjemil,

Thank you very much for the update. I will keep this complaint open until you confirm that your last withdrawal was successful. Please keep me informed about any further developments.

Dear Aydindjemil,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

All sorted, thank you 🙂

Dear Aydindjemil,

I'm glad to hear that you have received your withdrawal in full and your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru