The player from Germany had requested a total withdrawal of €2,400.00 from Casino Crownplay, with requests dating back to December 16, 2024. Despite assurances from support that the withdrawals would be processed, several days had passed without resolution, leaving the player frustrated and in need of assistance. The Complaints Team had attempted to gather more information from the player but ultimately received no response. As a result, the complaint was closed.
CrownPlay Casino - Player's withdrawal is delayed.
Amount: €2,400
CrownPlay Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
On December 16, 2024, I requested a withdrawal of €800.00 from Casino Crownplay. On December 17 and December 18, 2024, I requested additional withdrawals of €800.00 each, bringing the total to €2,400.00. After about 5 days, I contacted support for the first time because the withdrawals were not being processed. The support team then assured me daily that everything was in order and that everything would take longer over Christmas. However, even after Christmas, the withdrawals were not processed. I am now sending emails and chatting with them daily via live chat, and I am assured daily that the withdrawal will be processed soon. At this point, I've almost given up hope. The withdrawal amount is not a bonus but real money. The casino seems to make no effort to address my issue. I urgently need help!
Automatic translation:
Public
Public
3 months ago
Dear Narcotycz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CrownPlay Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Translation
Hello Tomas. Here are some answers to your questions:
-I have had successful payouts in the past, but the amounts were much smaller
- A KYC verification has not been necessary so far. The casino does not currently require any. This is confirmed by the website and also by the support
-The money is not a bonus
Thanks for your help
Automatic translation:
Public
Public
3 months ago
Has the casino processed your payout since your last reply?
If not, could you please share any recent communication between you and casino support discussing the issue?
Share it here or send the information to my email at tomas@casino.guru
