The player from Greece had requested three withdrawals, but none had been processed despite the casino's stated 3-business-day timeframe. The first withdrawal had been pending since 28-07-2024. After a series of communications, it was confirmed that the player eventually received his winnings from the initial withdrawals. However, he faced delays with subsequent requests, which were addressed by the Complaints Team. Ultimately, all pending withdrawals were completed successfully, and the complaint was marked as resolved.
CrownPlay Casino - Player's withdrawals are delayed.
Amount: €1,500
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Good evening,
I registered on the aforementioned betting site. After making four deposits and winning some amounts, I requested my first withdrawals. Although their website states that withdrawals are processed within 3 business days, it has been 7 business days and none of the 3 withdrawals I requested have been completed. The first withdrawal I requested has been in processing since 28-07-2024.
Automatic translation:
Public
Public
4 months ago
Dear Nole616,
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
Public
Public
4 months ago
Translation
Good morning!
It has not been 14 days since my first withdrawal that I have requested from the casino.
The first withdrawal I requested was 28-07-2024 the second 29-07-2024 and the third 30-07-2024
So we are 8 business days from the first withdrawal I have requested.
Regarding the verification of my account for the supporting documents, I emailed them what documents are needed to complete my registration and they replied that at the stage we are in they do not need any documents and that my account on their page is ok.
Automatic translation:
Public
Public
4 months ago
Exactly, this is why we recommend the players wait a minimum of 14 days before submitting their complaint.
However, since your first withdrawal request was submitted on 28 July, i.e. 15 days ago, could you please advise if you received these winnings yet?
Public
Public
4 months ago
Translation
Good morning!
I have received my winnings from the first three withdrawals I requested into my bank account and I am expecting three more.
Thank you very much for everything and for your valuable work and help.
Be well and I wish you all the best with your page and your great work!
Good luck!
Automatic translation:
Public
Public
4 months ago
Thank you very much for letting me know. I'm glad that you are now receiving your winnings!
Would you like to keep this complaint open until you receive the remaining 3 withdrawals?
Public
Public
4 months ago
Translation
Yes if possible.
Thank you so much again for everything!
You are doing an amazing job!
Have a good day!
Automatic translation:
Public
Public
4 months ago
Thank you for your kind words.
Could you please let me know the current status of your remaining cashout requests? Have you received any of your three winnings?
Public
Public
4 months ago
Translation
Good morning!
No I have not yet received any other withdrawal from the three that are pending.
I have yet to receive €1500 and I am waiting. It is from 10-08-2024
Automatic translation:
Public
Public
4 months ago
Since it has been 14 days since you requested your cashout, could you please let me know if you have received any of your winnings?
Public
Public
4 months ago
Translation
Good morning!
As I wrote to you, three more withdrawals were pending from 10-08-2024
They put in my bank account after 5 days only one and the other two they canceled and returned my money to the account on their page on the grounds that it was rejected by the provider and that I can try again.
Another three days passed so that three more withdrawals that I requested were made from the beginning and I am still waiting for the money to be deposited to me from 08-17-2024
Again, in short, I have three pending withdrawals from the beginning.
Automatic translation:
Public
Public
4 months ago
Thank you very much, Nole616, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
Public
Public
4 months ago
Translation
Good morning!
Thank you very much for everything.
Good luck!!!
Automatic translation:
Public
Public
4 months ago
Dear Nole616,
My name is Kubo, and I’ll be assisting you with your complaint moving forward. If there have been any recent developments or updates regarding this case, please do let me know.
I’d like to invite CrownPlay Casino’s representatives to join this discussion and provide any relevant information that could help resolve the issue.
Unfortunately, since CrownPlay Casino hasn’t registered a representative account on our platform yet, they won’t be able to reply directly in this thread. However, I’ve already reached out to their team through an external channel and am currently waiting for their response. I’ll keep you informed as soon as I receive any updates from them.
Thank you for your understanding and patience.
Best regards,
Kubo
Public
Public
4 months ago
Translation
Good evening!
Thank you very much for the help. It's been 10 days and they still haven't completed the withdrawals I've requested.
I'm still waiting.
Good luck!
Automatic translation:
Public
Public
4 months ago
Translation
Good morning and good month!
Today they also completed my last withdrawal that I had requested. So it's all fine on their end.
I would like to thank you all for your valuable help and work in this area.
May you always be well and full of success!!!
Thank you again!
Automatic translation:
Public
Public
4 months ago
Dear Nole616,
I’m pleased to hear that your issue has been successfully resolved. I will now mark your complaint as "resolved" in our system.
Thank you for your cooperation throughout this process. If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
We hope you had a positive experience with our services. While we do not charge any fees or accept gratuities, your feedback is highly valuable to us. If you could take a moment to share your experience on Trustpilot (link here), it would be greatly appreciated.
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be incredibly helpful. Your insights can assist others who are seeking support with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
