The player from Austria complained about a pending withdrawal of 500 Euros that had not been credited to her account for over a week. She had three additional withdrawals pending, totaling 1,500 Euros, and expressed concern about potential long processing times for these funds. The Complaints Team extended the response time for further clarification; however, due to a lack of response from the player, the complaint was ultimately rejected.
CrownPlay Casino - Player's withdrawals are delayed.
Amount: €3,500
CrownPlay Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Subject: Complaint about pending payment
Ladies and Gentlemen
I would like to file a complaint regarding my pending withdrawal. On Tuesday [date], I requested a withdrawal of 500 euros through your online casino, which has not yet arrived in my account today, over a week later.
Since then, I have requested additional withdrawals every day, so I now have three withdrawals pending, totaling €1,500. I currently have an additional €2,000 in my account, and I am concerned that I may have to wait two months or more for these amounts to be processed and paid out.
I urgently request that you clarify the matter and process my withdrawals quickly. It is very disappointing that such delays occur despite our previous experience with your casino.
I look forward to a timely response and confirmation that my withdrawals will be processed promptly.
Best regards
cornelia m.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Dear mellacherc,
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
1 month ago
Translation
Hello
after 8 days 500 paid out I still have 1500 to pay out 3 times each with 500.- it can't be that I now have to wait 7 to 8 weeks for my money
Automatic translation:
Public
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1 month ago
Thank you for your response. According to the casino's Terms and Conditions, the withdrawal limits for players with the lowest VIP level are 500€ per day and 7000€ per month. Could you please specify how many pending withdrawal requests are currently in your account?
Have you received any additional winnings in the meantime?
