The player from Germany faced issues withdrawing €1500 from the casino. An initial withdrawal of €500, approved a week prior, had not arrived, and two subsequent €500 withdrawals were credited back to her account. She could not withdraw these funds again due to wagering requirements. After contacting the casino multiple times without resolution, we intervened by reaching out to the casino and its affiliates. Eventually, the player confirmed receiving the money, and the complaint was marked as resolved.
CrownPlay Casino - Player’s withdrawals have been delayed and restricted.
Amount: €1,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello, I am dealing with a total of €1500. The first €500 has been approved and is supposedly on its way, but nothing has arrived in my account for a week. I also requested the other two withdrawals last week, each for €500, as I can withdraw €500 every 24 hours. These were even approved. Today, I checked my account and saw that the €1000 from the last two withdrawals had been credited back. I cannot withdraw these again because each deposit must be fully wagered at least once. What can I do now? I hope you can help me. Best regards, Vanessa Sommer-Josten
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4 months ago
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Now it says they are waiting for an answer from me. What question should I answer?
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4 months ago
Hello vanessasommer88,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CrownPlay Casino. My response was not submitted earlier due some technical issues. 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?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello, I'm happy to answer your questions. I didn't use a bonus or anything. All my winnings came from the money I deposited. I checked and the information on my account says that my account is verified and that I don't need to do anything else at the moment. The last time I spoke to the casino was yesterday. It took me over 2 hours. First they said the site was being revised and then I asked for answers to those same questions in a live chat. I was kept being put off until the live chat was interrupted. Since then I have not been able to connect to a live chat. However, I had already been in touch a few days ago and the lady said she could not answer my questions or get in touch with the specialist department. So you see, my hands are absolutely tied and there is nothing more I can do.
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4 months ago
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I would like to add that the €500 that I thought was on its way to my account was credited to my player account today. This means that I have been credited with all the withdrawals that I cannot withdraw now. And I have been waiting for all of my money for two weeks.
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4 months ago
Thank you vanessasommer88 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Dear vanessasommer88,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CrownPlay Casino representative to join this conversation.
Dear CrownPlay Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
Dear vanessasommer88,
I was able to get in touch with an affiliate outside of this thread. If I will be given any new information, I will inform you.
Thank you for your patience.
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3 months ago
Dear vanessasommer88,
Have you been able to get in touch with the casino support?
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3 months ago
Translation
Hello, I finally got the money. Thank you for your help!
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3 months ago
Dear vanessasommer88,
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,
Mirka
Casino.Guru
