The player from Germany had requested a withdrawal 8 days prior, and the support team had been promising to expedite it but the player had not received their money. The player suspected that the casino might not follow through with the payout. We had advised the player that it was typical for withdrawals to take a couple of days or even weeks to be fully processed, and asked him to wait for 14 days before submitting a complaint. However, the player pointed out that the casino's terms and conditions stated a withdrawal took a maximum of 3-5 days. We had extended the timer by 7 days for the casino to process the payment, but the player failed to respond to our messages and questions. As a result, we had to reject the complaint due to the lack of communication from the player's side.
CrownPlay Casino - Player's withdrawal process is delayed.
Amount: €330
CrownPlay Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Hello. I requested a withdrawal 8 days ago. For the past three days, the support team has been promising me each day that they will expedite the withdrawal and that I will receive the money by tomorrow at the latest. I consistently receive the same response, with no real attention paid to my questions. I have not played with a bonus, and according to my account, verification is currently not necessary. Given the way the casino is acting, I believe they will not pay out and the whole thing is a sham.
Dear marcuslandwehr92,
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,
Petronela
The casino itself has written in its T and CS that a withdrawal takes a maximum of 3 - 5 days, excluding the weekend. I am always put off without being helped
I fully understand your frustration, marcuslandwehr92. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Dear marcuslandwehr92,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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