CrownPlay Casino - Player’s withdrawal request is repeatedly cancelled.

I have been playing the pokies online with crownplay for the last 21 days they have cancelled my withdrawals they have put the amount back on my playing balance I have spoken on the live chat with 26 different agents I am getting absolutely nowhere I was then email by a VIP Manager I replied to that email I've heard nothing since. I then received an email from kyc department asking me for my address, my bsb my account number my bank name my country etc etc this was then sent back to them once again I have heard nothing this issue has been going on for 21 days and this money I was lucky enough to win I needed to use for my monthly cancer treatment which has now had to be cancelled because I don't have the full amount to pay I need help with this

Dear Mickymoomoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Kristina

No successful withdrawals

I was told by 23 different agents my account does not need verication I even went to the verication section and hit it and it says your account does not need verification it's my money that I won no bonuses were involved

I need my money to have my monthly cancer treatment I play online because I can't go out anywhere as I get to sick I supplied 3 or 4 days ago to kyc as they sent me an email asking for my email my name my bank name my account name my bsb and account number so a manual payment could be done now they have no clue what I'm talking about some VIP Manager named John has now put a 50 bonus on my balance im not touching anything I don't want there bonus I just want my 1250

This is the email i received from kyc

I have now received this

I have not submitted any wrong details I have sent my details via email back to kyc and they have not replied they have done nothing I continue to receive these emails exactly worded the same from 3 different VIP managers I need this resolved

I have tried to use the bank transfer withdrawal method it is not working obviously there is no other option for me to have used

It says my account does not need verification

And again at 1.16am in the morning some Pamela VIP Manager tells me to try withdrawal method again and put the correct details in this is an absolute disgrace but then kyc sends me an email and tells me to supply them with all my details I just want my money

Hi guru once again I get this email to me and still nothing I have already given them these details 3 times.

Thank you very much, Mickymoomoo, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi my money has still not been manually paid I have given crownplay all the correct details that kyc asked for and it will be nearly a month since this issue started I want my 1250 dollars I am getting knowhere with this I need help

Two different VIP managers have now asked for me to do another withdrawal the methods they have I cannot use so kyc asked for details which I emailed back to them and still nothing kyc will not reply to the 22 emails I have sent them this situation is appalling I just want my money to help with my cancer treatment I am sicker even more stress because of this

Hello Mickymoomoo,

Sorry for the delayed reply.

My name is Kubo and from now on, I will be taking care of your complaint. Tell me please, are there any updates regarding your issue?

I have already reached out to the casino representatives and am currently awaiting their response.

Best Regards,

Kubo

Hi guru it is six weeks tomorrow and I still cannot get my money I keep getting sent email telling me I'm providing the wrong details to withdraw I'm not I was told to put my bsb and account number as one long number no spaces no hypens in the section where it says Iban or account as Australia does not use iban I was told to enter one long number also there is a space where it says clearing number I have contacted my bank and they give me this number see picture of information that it asks for.

I then keep getting emails like this i have supplied them with this information 7times and still nothing

Then I get this

The kyc and support department send emails saying my case is being reviewed I don't believe this for a second I have now spoken to 53 agents on the lie chat because I keep getting logged off

They have cancelled my latest attempts of withdrawals again and continue to send this sort of thing it is ridiculous im getting no where with this my 1200 is still sitting in my playing balance I don't know what else to do

is

Then I get this

It just does not stop I am putting the correct details in then kyc sends me this and this was weeks ago and I send it and I get no reply

Is this a legitimate sight I have cancer and that money I was lucky enough to win was suppose to help me with my next lot of treatment because of not getting my money I couldn't afford to get the treatment so I missed out im so sick in the tummy over this I've been told so many different things from everyone agents the relevant departments are not doing anything other than telling me I am policing the wrong information I know my bsb and account number the clearing number I got of my bank and obviously I know my name etc etc can you please help.me get my money or is there anyone else that can im begging for help

I have literally hundreds of screen shots from conversations I've had with agents on live chat and still nothing 6 weeks tomorrow this has been going on

Hello Mickymoomoo,

Just a small info regarding your case:

I am already in contact with a casino representative outside of this thread. Unfortunately, I haven't received any updates so far, but I am hoping to get some at the beginning of next week. Don't worry, I'll keep you informed.

Dear Mickymoomoo,

I have been informed by the casino representative that your withdrawal was successfully completed on 17/06/2024. Could you please confirm that you have received your funds?

I have received my funds finally after 7 weeks it was themost horrible experience I have ever had with crownplay I will never ever use them again and thankyou also

Dear Mickymoomoo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Kubo