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Since 12/04/24, I requested a withdrawal but still haven't received it. Support always says the same thing, that they marked it as urgent and forwarded it, and that I shouldn't worry. The status still says Transaction Review. I deposited with a credit card, and everything is in my name.

Hab seit 4.12.24 eine Auszahlung beantragt und immer noch keine Auszahlung erhalten Support sagt immer das selbe das die es mit dringend Makiert weiterleiten und ich brauche keine Sorgen machen status steht immer noch auf Transaktion Überprüfung hab mit Kreditkarte eingezahlt und läuft alles auf meinem Namen

Dear hayastan94,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

strange why 14 days there is nothing to verify under 5k payout the support says everything is fine only that there are supposedly too many payout requests

komisch warum 14tage es gibt nichts zu verifizieren unter 5k Auszahlung der Support sagt alles in Ordnung nur das es angeblich zuviele Auszahlung beantragt sind

In our experience, the majority of delayed payment complaints are resolved within the 14-day timeframe. Therefore, we recommend that players be patient and wait at least two weeks before submitting a complaint.

Could you please specify if you received your winnings yet?

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

Hello, no, this would be my first withdrawal from the casino. I still haven't received a payout and I don't have to do KYC verification because it's under €5000, it says and is in the terms and conditions.

Hallo nein das wäre meine erste Auszahlung bei dem casino ich habe immer noch keine Auszahlung erhalten und ich muss keine KYC-Verifizierung durchführen da es unter 5000€ sind sagt und steht in AGBs.

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

I received 10 free spins as a birthday bonus, won €1.50 from that and wagered 1x on it, I wagered it, then I bought free spins from the provider hacksaw for €8 and got maxwin 3333x on 10 cents, there is no max cashout on the 10 free spins, I did everything right and support told me that everything is OK. Support also told me that they have a lot to do at other casinos, the status still hasn't changed, I also didn't cancel the payout, which I can tell is that they are taking their time

Ich habe 10 freispiele als Geburtstags bonus erhalten daraus 1.50€ gewonnen und ist 1x wager drauf hab es umgesetzt dan habe ich bei dem Provider hacksaw für 8€ freispiele gekauft und maxwin bekommen 3333x auf 10cent es ist kein max cashout auf die 10 freispiele habe alles richtig gemacht und Support hat mir gesagt das alles okay ist. Support hat mir auch gesagt das die viel zu tun haben bei anderen casinos der Status hat sich immer noch nicht verändert ich habe auch nicht die Auszahlung storniert wo ich mir sagen kann dadurch lassen die sich Zeit

Thank you very much, hayastan94, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

okay thanks for your help Veronika status still hasn't changed

okay danke für ihre hilfe Veronika status hat sich immer noch nicht verändert

Dear hayastan94, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact CrownPlay Casino outside this complaint thread and let you know any new information once I receive it.

Good day Katarina okay thank you I just checked again and the status still hasn't changed thank you for your help

Guten Tag Katarina okay danke schön hab grade nochmal mal geschaut und der Status hat sich immer noch nicht verändert danke für ihre hilfe

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.

Hello Katarina

I got a notification in the casino that I have to verify myself, I did it and it was confirmed, I hope that it continues now, at the moment it is still the same status, if anything changes I will let you know

Hallo Katarina

Ich habe eine im casino Benachrichtigung bekommen das ich mich verifizieren muss habe es getan und ist auch bestätigt worden ich hoffe sas es jetzt mal weiter geht zurzeit ist es immer noch der selbe status wen sich was ändert werde ich es bescheid geben

Dear hayastan94, 

thanks for the message. Is there any new development regarding this complaint, please?

Dear hayastan94,

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.

They cancelled my withdrawal after over a month and they verified my account but then I gambled it away the casino belongs on the blacklist sorry thanks for the help anyway so it can be deleted here

Die haben meine Auszahlung storniert nach über einem Monat und die haben mein Konto verifiziert aber habe es dan verzockt das casino gehört auf Blacklist sorry danke für die Hilfe trotzdem also kann gelöscht werden das hier

Dear hayastan94,

We apologize for your experience and appreciate your feedback. We hope you find a casino that better aligns with your preferences.

This complaint will now be rejected.