The player from Slovenia had been facing delays in the withdrawal process for more than 2 weeks. Despite having reached out to the casino's live support and having sent 5 emails, the player had only received automated responses instructing them to wait longer. We had asked the player to provide more information to assist with the investigation. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The issue remained unresolved.
CrownPlay Casino - Player's withdrawal requested is delayed.
Amount: €468
CrownPlay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
I have one neteller and one credit card withdraw pending for more than 2 weeks. First I tried live support and everyday same story(automated messages that I just need to wait a bit longer), after that I wrote 5 emails to their emial and it was the same story...
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6 months ago
Dear captekain,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Dear captekain,
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.
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6 months ago
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.
