CrownPlay Casino - Player’s withdrawal is delayed.

I requested a withdrawal of 500 euros on January 8th. It has now been 6 business days, and my withdrawal has still not been processed. In communication with the casino, they repeatedly give me the same standard response that it will be completed very soon, but nothing happens. When I ask them to have their finance department respond, they tell me that they cannot provide such information.

Hello tolis1,

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?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account does not require verification.

Winnings were collected from real money not from bonuses

Today 1/17/25 I contacted again and the answer was again the same as the last messages.

that it will be completed soon

Hello tolis1,

As stated above, withdrawals may take up to 14 days to be processed.

Let us know in case the money would arrive or would take longer than the recommended period.

Awaiting your response.

Regards,

Nick

Why should I wait 14 days? The company's policy is that withdrawals are completed within 3 business days. 12 have already passed.

And in all the communications I had with them, they gave me standard answers that the withdrawal is safe and will be processed soon, and in an official complaint I made via email, the same thing happened again.

Please continue the process as a lot of time has already passed.

We have entered the 14-day delay and still no action has been taken, and when contacting customer service, the same answers are given that there is a heavy load in the financial department.

Please help me get my money.

Today, January 23, 25, they canceled my withdrawal on the pretext that my bank canceled it. In communication with them, the bank denied it. I made the withdrawal again, broken into two of 150 euros and one of 200 euros.

Hello tolis1,

The 14 days are recommended by us as it is the average withdrawal processing speed in most of casinos.

As you have requested a new withdrawal, I must advise to just wait again.

In case it will be canceled again, we will try to intervene.

Regards,

Nick

But they canceled the previous withdrawal at their own risk under the pretext that my banking provider rejected it, which is not true because I contacted them.

Close the case, I finally got my money.

Dear tolis1, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

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Thank you so much for your time. 

Best regards, 

Casino.Guru