CrownPlay Casino - Pelaajan kotiutukset pysyvät maksamatta.

Dear Casino Guru team,

My name is Alessandro F*****, and I would like to file a formal complaint against the online casino CrownPlay4 regarding three pending withdrawals that remain unpaid despite several follow-ups and the passing of multiple weeks.

The withdrawals in question are:

• May 16, 2025 – 500 AUD

• May 17, 2025 – 500 AUD

• May 18, 2025 – 500 AUD

To date, none of these withdrawals have been processed. I have contacted the casino multiple times via email, but I continue to receive vague and repetitive responses such as "your request is with our finance department", with no real progress or explanation.

I would like to highlight the following:

• Many of my emails go unanswered.

• In a previous case, it took over a month and more than 15 emails before a single withdrawal was finally paid out.

• I have full documentation proving my balance, the withdrawal requests, and all communication with their support team.

I believe CrownPlay4 is acting in a dishonest and non-transparent manner. I kindly request your assistance in recovering the funds owed to me and in holding this operator accountable for its behavior.

I am fully available to provide all necessary proof.

Best regards,

Alessandro F*****

Dear Alessandrofavaretto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you further, could you please provide us with the following details:

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play?
• Which payment method did you use for the withdrawals?
• When was the last time the casino contacted you regarding your withdrawal requests?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Alessandrofavaretto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, please answer the questions I gave you in my first response so that we can continue with the investigation. Thank you for your cooperation.

Dear Casino Guru Team,

I apologize for not having responded to your latest communications earlier: unfortunately I have not had access to my email in the last month.

I have now finally regained access and am at your complete disposal to provide you with all the additional information you need to proceed with the management of my complaint.

I was not asked for KYC verification and no documents were requested from me by the casino

I accumulated the winnings without bonuses

I played blackjack

I used the bank transfer as a payment method to my account which is associated with the same card to make the payments

It must have been 50 days and then I had no more updates

And anyway my account has been verified and everything is in order also because I have already received withdrawal transfers from them in the past (always pushing a lot and also very late)

Gentile team di Casino Guru,

mi scuso per non aver risposto in precedenza alle vostre ultime comunicazioni: purtroppo non ho avuto accesso alla mia posta elettronica nell’ultimo mese.

Adesso ho finalmente recuperato l’accesso e sono a completa disposizione per fornirvi tutte le informazioni aggiuntive di cui avete bisogno per proseguire con la gestione del mio reclamo.

La verifica KYC non mi è stata richiesta e non mi sono stati richiesti documenti dal casinò 

Ho accumulato le vincite senza bonus 

Ho giocato a blackjack 

Ho utilizzato come metodo di pagamento il bonifico sul mio conto a cui è associata la stessa carta per fare i versamenti 

Saranno passati 50 giorni e poi non ho più avuto aggiornamenti 

E comunque il mio account è stato verificato ed è tutto in regola anche perché in precedenza ho già ricevuto bonifici di prelievo da parte loro (sempre sollecitando molto e anche molto in ritardo)

Dear A***,

Thank you for reaching out to us.

After checking your account, there is a pending verification process.

We have already emailed you requesting the documents needed.

Once verification is done, you will then receive your funds.

Best regards,

CrownPlay Casino Team

Dear casino representative,

Thank you very much for getting in touch with us and assisting the player.

Dear player,

Can you please specify which documents you have submitted to the casino for verification so far?

Have any of your documents been checked and verified?

When was the last time you submitted a personal document to the casino for verification?

Good morning

I sent a photo of my ID card

and the credit card I used to make the payment

My ID card was only verified and not the payment method even though I sent all the necessary requested information.

The last time I sent the photo of the ID was 2 days ago but the casino simply does not accept the ID verification without giving any explanation and this honestly seems like an excuse to postpone the payment that must be made to me also because I have been waiting for more than 2 months for my withdrawal to be paid and the last time they credited the withdrawal to my account they did not ask me for any verification so it seems like an excuse to not pay

Buongiorno

io ho inviato una foto della carta di identità

e della carta di credito con cui ho effettuato il versamento

mi è solo stato verificata la carta di identità e non il metodo di pagamento nonostante abbia inviato tutto il necessario richiesto

l’ultima volta che ho inviato la foto della carta d’identità è 2 giorni fa ma il casinò semplicemente non accetta la verifica della carta d’identità senza dare alcuna spiegazione e questa sinceramente mi sembra una scusa per rinviare il pagamento che mi deve essere fatto anche perché è più di 2 mesi che aspetto che mi venga pagato il prelievo e l’ultima volta che mi hanno accreditato il prelievo su il mio conto non mi hanno richiesto nessuna verifica quindi mi sembra una scusa per non pagare

I've done this several times but you don't accept my uploaded documents and I have to do it all over again.

so next time i upload them and they are correct you should accept them and verify my account

L’ho fatto più volte ma voi non mi accettate i documenti caricati e devo rifare tutto da capo.

quindi la prossima volta che li carico e sono corretti dovreste accettarmeli e verificarmi l’account

Could you please forward all the documents you recently submitted to the casino for verification, as well as any communication between you and the casino’s customer support that might be relevant to the investigation of your case? Kindly send them to veronika.f@casino.guru. Thank you very much for your patience and cooperation.

Hi Veronika, if you want, I can send you the documents anyway, but they just accepted the ones I sent after almost a week of reminders. Now they've asked me for more documents, which I hope they'll accept within the next 24 hours. I understand that they can do all the checks they want, but I'm cooperative and willing to send all the requested documentation. However, I've been waiting for the bank transfer to be sent for more than 2 months, and if I hadn't opened a complaint on Casino Guru, I wouldn't have been sent any checks to do, and they wouldn't have sent me any money. I find this extremely unfair behavior on the part of CrownPlay Casino.

Furthermore, the withdrawal requests I made 2 months ago were cancelled and now I will have to make new ones.

I just ask that the new documents I sent be accepted and that my money be credited to my bank account.

Ciao Veronika se vuoi ti mando lo stesso i documenti ma mi hanno appena accettato quelli che ho mandato dopo quasi una settimana di solleciti adesso mi hanno richiesto altro documenti che spero che mi accettino nelle 24h prossime .io capisco che possono fare tutte le verifiche che vogliono ma io sono collaborativo e sono disposto a mandare tutte le documentazioni richieste però sono più di 2 mesi che aspetto che mi venga mandato il bonifico e se non aprivo il reclamo su casinò guru non mi sarebbe stata inviata nessuna verifica da fare e non mi avrebbero inviato nessuno soldi e questo trovo un comportamento estremamente scorretto da parte del casinò crownplay .

inoltre mi sono state cancellate le richieste di prelievo che avevo eseguito 2 mesi fa e adesso ne dovrò fare di nuove .

chiedo solo che mi vengano accettati i nuovi documenti che ho inviato e che mi vengano accreditati i miei soldi sul mio conto bancario

I sent the required documents for verification and they were rejected 2 times. I sent them back now. I hope the casino team will accept it and send me the wire transfers.

Io ho mandato i documenti richiesti per la verifica e mi sono stati rifiutati 2 volte gli ho rimandati adesso spero che il team del casinò me lo accetti e mi mandi i bonifici

Dear crownplay, I need you to accept my verification because I sent the bank statement as requested by you and you still did not accept it.

Gentile crownplay avrei bisogno che mi accettaste la verifica poiché ho mandato l’estratto conto bancario come da voi richiesto e comunque non me lo avete accettato

Dear player,

Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Good morning

Absolutely not, I am a resident of Australia as proven but for the moment I am on holiday in my country in Italy and will soon return home to Australia so I think it will show an Italian IP address.

However, I sent all the required documents via email to Crown Play support because there is no option to upload the visa to confirm Australian residency.

Buongiorno

assolutamente no io sono sono residente in Australia come provato ma per il momento sono in vacanza nel mio paese in Italia e tra poco tornerò a casa in Australia per questo penso che risulterà un indirizzo IP italiano.

comunque ho inviato tutti i documenti richiesti via mail al supporto di crown play perché non c’è l’opzione di caricare il visto per confermare la residenza australiana

Dear All,

We have received all necessary documents from the player.

The account has been sent for verification, once verified, we will let you know.

Best regards,

CrownPlay Casino team

Dear Crownplay team, I will be returning to Australia at the end of September.

Gentile team crownplay fine settembre tornerò in Australia

Thank you for keeping us updated.

Dear player,

Please let me know once you receive your winnings. Thank you for your cooperation.

Dear Alessandrofavaretto,

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.

Good morning, I received the last withdrawal but I requested another one on 7/31 and it hasn't arrived yet, which is not unusual given that it's been 3 months since I've yet to receive the winnings. However, in their regulations it is written that they pay from 3 to 5 working days and I requested the withdrawal on 7/31 so it is already late.

Buon giorno ho ricevuto l’ultimo prelievo ma ne ho richiesto un altro il 31/7 e non mi è ancora arrivato cosa non insolita dato che è 3 mesi che mi deve ancora arrivare la vincita comunque nelle loro normative c’è scritto che pagano dai 3 ai 5 giorni lavorativi e io il prelievo l’ho richiesto il 31/7 quindi è già in ritardo

Thank you for your response. I am glad to hear that you received the last withdrawal from this casino.

Regarding your current pending withdrawal request, please note that usually, we recommend players wait up to 14 days for their withdrawal requests to be processed and paid out. This is because many casinos have internal processing times that can take several business days, especially if additional verification checks are required or if the withdrawal falls over weekends or public holidays. Payment providers may also need extra time to complete the transaction once it has been approved by the casino. If you do not receive your winnings by 14 August, kindly let me know and we will continue with the investigation.

Dear Alessandrofavaretto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Alessandrofavaretto. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player,

when was the last time you received a withdrawal from this casino?

How many pending withdrawal requests are currently in your player's account?

Good morning Veronika, thank you so much for reopening the case.

I haven't received any withdrawals for about 4 weeks because they cancelled all my withdrawals for 2 weeks. Now I've been waiting for the money to arrive in my account for about 2 weeks (2 withdrawals of $750 each).

Buongiorno Veronika grazie mille per aver riaperto il caso

è da circa 4 settimane che non ricevo più prelievi perché per 2 mi annullava tutti i prelievi adesso sto aspettando che mi arrivino i soldi sul mio conto da circa 2 settimane (2 prelievi da 750 dollari l’uno )

Thank you for your response.

Dear CrownPlay Casino,

Could you please provide us with more details regarding the player’s withdrawal requests? Have the payments been processed by your finance department, or are there any verification checks currently pending? Thank you in advance for your cooperation.

The payments have arrived now I'm waiting for the others

I pagamenti sono arrivati adesso sto aspettando gli altri

Dear Alessandrofavaretto,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

CrownPlay Casino Team

Thanks crown play casino for the information I just wanted to know why it wouldn't let me withdraw and it said as in the image that the balance must be played before being withdrawn

Grazie crown play casinò per l’informazione volevo solo sapere perché non mi faceva prelevare e c’era scritto come nell’immagine che il saldo deve essere giocato prima di essere prelevato

Are you experiencing difficulties with submitting a new withdrawal request?

Have you made sure to finish all the necessary wagering requirements before attempting to withdraw your balance?

What is the remaining balance in your account?

Are there any pending withdrawal requests in your account?

There are withdrawal requests now, but they're still coming in. My question to Crown Play is why, in the photo I posted here, when I tried to withdraw, it said the amount had to be wagered before being withdrawn (this screenshot is from a month ago, when I reopened the case).

Adesso ci sono richieste di prelievo ma per il momento continuano ad arrivare . La mia domanda rivolta a crown play è perché nella foto che ho messo qua quando provavo a prelevare mi dava che l’importo doveva essere giocato prima di essere prelevato (questo screenshot è di un mese fa quando ho riaperto il caso )

Have you made any subsequent deposits into the casino? Have you finished wagering the deposits before you tried requesting a withdrawal?

Yes yes I completed the episode

Sisi ho completato la puntata

Could you please inform me if you received any new payments in the meantime?

I should have received these that were requested on 10/21 and 10/22

Mi devono arrivati questi che sono stati richiesti il 21/10 e 22/10

Thank you for your response. Since the balance in your account remains high and the casino has been paying you out regularly, may we consider your complaint resolved and close it? If the casino stops processing your payouts at any point, you will be able to request to have the complaint reopened.

Dear Alessandrofavaretto,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru