CrownPlay Casino - Player's withdrawal is delayed due to account verification.

its been more than 1 week since I submitted my withdrawal. Live chat replies like a robot. Email their support gets reply after 5 days. At first they say withdrawal will be processed after 3 days which is unacceptable I never come across a casino that takes 3 days to process a withdrawal. After 3 days still didn’t process withdrawal so messaged live chat again they said need verify account. Until now it’s been a week still nothing happening. Scam casino

Dear dinotwc21,

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Still nothing up till now. Account not verified and funds still not yet received.

Now they ask me to verify my account again??

Have you ever sent any of your identity documents to the casino? In your previous replies, you mentioned that your account has not yet been verified.

I sent my identity card and selfie on 5 April. Now after 11 days they said need my VISA and residential permit from Thailand. The problem is I am Singaporean where to find visa and residential permit from Thailand??

Have you ever used any VPN or IP-masking software to change your actual location to Thailand? Or have you accessed the casino website from Thailand?

Yes I am using VPN Thailand because in Singapore can’t access to online casino.

So is how?? Scam casino not paying out

Could you please send me a screenshot of what you see when trying to access the casino website from Singapore without a VPN?

That time I tried can’t access but now is possible to access already

They asked for proof of residency. But I do not have it. Because I am staying with my parents and the utility bills does not have my name on it. And I don’t know why they don’t accept dogital bank statement.

Thank you very much, dinotwc21, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

So I have to email him or?

Hello, dinotwc21!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

how long will it take? I have requested withdrawal since 2 April. And bear in mind I have lost 15k to this casino before. And now I only want to withdraw 1500

We give two weeks for casinos to reply. If they will not provide us with an answer by then, the complaint will be closed as unresolved and it will affect the casino's Safety Index negatively.

Wtf? 2 weeks again?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi dinotwc21!

I have received information that you have not only used Thai VPN while registering, but also have set Thailand as your country of residence, which means that you have provided false information. Unless you will provide proof of residence in the country that you have chosen while registering we cannot help you. Do you anything to add?

I have the proof of residency. But the bill is in thai.

I will check with the casino if it is enough.

How?? I submitted already still not accepted??

dinotwc21, I will let you know as soon as I will receive any response from the casino.

They rejected the utility bill??? What’s wrong with this casino??

I submitted my utilities bills in thai and they rejected it. I submitted my phone bill in English they also rejected it?? Live chat not helping at all and email support not even replying since 29 of april.

We are still awaiting for the response from the casino, so I am extending the timer for 7 more days.

Scam company

dinotwc21, it is really hard for us to contact the casino this time, people with which we have communicated previously, do not work there anymore, so we try to find a new person which help us with your issue. I am really sorry for such delay, I am doing everything I can.

Hi, dinotwc21!

Please, submit the proof of address that you have sent here in PDF format for the verification and let us know here when you will do it.

Received payment thanks

Dear dinotwc21,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team