CrownPlay Casino - Player's withdrawals are pending and customer support is unresponsive.

Joined up last weekend easy to do. Went a bit wild and spent a lo. Which elevated me to VIP status. I have two withdrawals pending still showing processing. I tried to convert points to cash so that I could play some more. But am not aloud to because I have withdrawals processing. I have an account manager and have tried to get in touch but she was not avail. Finally when she was all she asked me was my user name and casino I was playing. And then she vanished again. I sent an email to support no response. I tried 24/7 chat they said come back in an hour. I am so frustrated the first withdrawal was on the 6th April and the second on the 8th. Reading others on here this is not uncommon for this mob.

I just signed earlier and couldn’t proceed unless I agreed or disagreed to updated terms and conditions. It’s got me worried that they will come back to me and say they won’t give me my money.

stay tuned I guess

Hello ingrillirichard,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CrownPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hey Nick

you are one of VIP representatives. I find it interesting that you would reply to me here but when I contacted support and 24/7 chat and Karolina nobody responded.

anyway yes my account was verified almost at sign up. No my winnings where all my own money I specifically reject bonuses because of this issue. You can check my account. The last time I heard from the casino is when Karolina asked my user name and which casino. Then she went silent. There has been no reply no advise as to what is going on. I am very disappointed

your t&c’s at section 6.15 state 3 days for withdrawals. No mention of the first one taking 14 days as you say. Why give people the expectation of something if you’re not going to keep your word. As punters on the site we have to adhere to the t&c’s we have no choice. I dropped a lot of money and received VIP status 5 and don’t really care for the way I have been ignored

cheers Nick thanks for the response albeit not really helpful

richard

Well good news from my end. I have an email saying that one of my withdrawals have been approved. Funnily enough it was the one requested on the 8th April. The one on the 6th is still showing processing!! Don’t understand the logic. But I am not complaining one down one to go

fingers crossed

Just an update from me

last night I sent requests to 24/7 chats, the support email and all 3 VIP reps. I actually received a response from one if the VIP Reps

I asked if they could cancel the last withdrawal and recredit my account because I didn’t want to wait anymore. She adv that the withdrawal is in the last stages waiting for the bank to confirm and the withdrawal cannot be cancelled at this stage. Well whether she meant it or not that the most information anyone had given me ALL week. So the saga continues. One thing I have learnt is too not have any expectation that these online support people will expedite anything.

stay tuned for the instalment.

Hello ingrillirichard,

The 14 days are recommended by us as it is the most common processing time no matter what the casino states. Please let us know once it would take longer as until then, we can advise to wait only.

Money has been received. They just don’t respond in a timely manner. Which is very unfortunate. I have lowered my expectations in regard to withdrawals.

many thanks for your assistance

cheers

Dear ingrillirichard,

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.

Best regards,

Casino.Guru