The player from Italy had requested a withdrawal of 500 euros on August 5th, which had not been processed beyond the promised 3-5 business days. Her account was blocked by live chat support, and emails either went unanswered or received generic responses regarding an overwhelming queue. The complaint was rejected when the player decided to close it after expressing her dissatisfaction with the casino's handling of her winnings and her request to close her account. We acknowledged her decision and confirmed the closure of the complaint.
CrownPlay Casino - Player’s withdrawal is delayed and account blocked.
Amount: €500
CrownPlay Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
CrownPlay Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
Public
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4 months ago
Translation
I requested a withdrawal on August 5th for 500 euros. I did not play with any bonus.
According to the casino's rules, the 3-5 business days for withdrawal approval expired last Tuesday, August 12th.
The live chat has blocked my account because they do not know how to provide any answers beyond copy-paste responses.
Customer support has said they have a (seemingly infinite) queue and are unable to process the requests.
They'll end up declaring bankruptcy. The fact is, they are no longer responding to emails (which, to be fair, are not always polite) and when they do respond, they just repeat that the queue is immense. The money I deposited is genuine, from the state mint, but they are not honoring the withdrawal. I would say that up until now, they have been dishonest. Can you help me, please? Thank you.
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4 months ago
Dear AMARISSA,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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4 months ago
Translation
Good morning, the account has not been verified. It is highlighted that it does not require verification. The block concerns the live chat and not the account itself, in which, as proof I deposited 20 euros. Obviously accepted. The last email sent is answered to me to refer "here", where here is the link to rabona casino.
I have read in this forum that many have had problems with this casino (crownplay) and honestly I wonder why it is considered above average. Please proceed with the complaint. It is a matter of principle. Casinos should pay when a player deposits and not beat around the bush. This is being dishonest. And until crownplay does not pay it is considered a dishonest casino.
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Public
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4 months ago
Translation
Good evening,
waiting to be paid by a bunch of dishonest people who had no intention of honoring my winnings made me feel sick. I don't need their money and dealing with repulsive individuals disgusted me.
I made 4 bets wanting to lose and asked for the account to be closed. Thank you for assisting me. Close the complaint. I have taken a weight off my heart. But please do not rate a casino above average that deserves to be thrown in the toilet. Thank you
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