CrownPlay Casino - Pelaajan kotiutus viivästyy asiakirjaongelmien vuoksi.

I am in the process of withdrawing suddenly at level three which I am at they ask me for identification OK I sent my documents but some cards which I have deactivated they told me that I can send a solemn declaration as a valid document which I did. However they did not accept the documents as well as my identity. I have sent them many messages to inform me about what has gone wrong but they did not answer me

Είμαι σε διαδικασία ανάληψης ξαφνικά στο επίπεδο τρία το οποίο βρίσκομαι μου ζητάνε ταυτοποίηση OK έστειλα τα έγγραφα μου αλλά κάποιες κάρτες τις οποίες έχω απενεργοποιήσει μου είπαν ότι μπορώ να στείλω υπεύθυνη δήλωση σαν έγκυρο έγγραφο το οποίο και έκανα. Αυτή όμως δεν τα δέχτηκαν τα έγγραφα όπως και την ταυτότητα μου. Τους έχω στείλει πολλά μηνύματα ώστε να με ενημερώσουν για το τι έχει γίνει λάθος αλλά δεν μου απάντησαν

Dear Mersini,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

To better understand your situation and assist you effectively, could you please provide more details regarding your issue? Here are some questions that may help clarify the matter:

• What specific identification documents did you submit for verification?
• Could you describe the solemn declaration you provided and the reason it was deemed invalid?
• How long has it been since you submitted your documents and your messages to the casino?
• Have you received any automated replies or acknowledgment for your submissions?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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

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

Stay cautious and contact us directly if you have any doubts.

Good morning They asked me for identification for the cards I used, a document showing my residence. I have sent them all, only the identity card, they do not identify me. And the cards that I no longer use because I have canceled them from the bank, they told me that I can make a solemn declaration that says that this card has been canceled and is no longer used in my information. I did it, but they tell me that it is not identified. While they asked me to send it to them and that it is valid. Now I have asked the reason why they do not accept them and I am waiting for an answer because their online chat does not know

Καλημέρα Μου ζήτησαν ταυτότητα τις κάρτες τις οποίες χρησιμοποίησα έγγραφο που να δείχνει την κατοικία μου. Τα έχω στείλει όλα μόνο την ταυτότητα δεν ταυτοποιούν . Και τις κάρτες τις οποίες δε χρησιμοποιώ πλέον γιατί τις έχω ακυρώσει από την τράπεζα μου είχαν πει ότι μπορώ να κάνω υπεύθυνη δήλωση που να λέει ότι η κάρτα αυτή έχει ακυρωθεί και δεν χρησιμοποιείται πια στα στοιχεία μου. Το έκανα αλλά μου λένε ότι δεν ταυτοποιείται. Ενώ εκείνη μου ζήτησαν να τους το στείλω και ότι είναι έγκυρο. Τώρα έχω ζητήσει Τον λόγο τον οποίο δεν τα δέχονται και περιμένω απάντηση γιατί η online συνομιλία τους δεν γνωρίζει

Hi,

Thank you very much for your follow-up.

I’m sorry to hear that your identification and solemn declaration are still not being accepted, especially after following the instructions provided by the casino. To help us proceed with the investigation, would it be possible for you to forward any relevant documents and communication between you and the casino (including screenshots or emails) to petronela.k@casino.guru?

This will allow us to review the situation more thoroughly and try to assist you in resolving the issue.

Yes, okay, I will send you an email.

Ναι εντάξει θα σας στείλω ε μαιλ

Well, while I sent the responsible statements, now they tell me I have to request a paper from the bank that the two cards are not valid! They're probably working normally for us!

Λοιπόν ενώ έστειλα τις υπεύθυνες δηλώσεις τώρα μου λένε πρέπει να ζητήσω χαρτί από την τράπεζα ότι οι δύο κάρτες δεν είναι σε ισχύ ! Μάλλον μας δουλεύουν κανονικά !

Hi,

Thank you very much for your update, and I’m sorry to hear about the continued complications with your verification process.

Based on what you shared, it appears that although the casino initially stated that a solemn declaration would be accepted for the deactivated cards, they have now updated their requirements. They are asking you to obtain an official document from your bank confirming that the two cards in question have been cancelled and are no longer valid.

We understand how frustrating it can be when requirements change mid-process, especially after you’ve followed the instructions given. Unfortunately, in such cases, casinos sometimes request stronger proof directly from financial institutions as part of their internal compliance checks.

• Could you please confirm whether you are able to request such a document from your bank? Once you have it, I would suggest forwarding it to the casino as soon as possible and also keeping us in copy if you’d like us to assist further.

Thank you in advance for your reply.

Good morning, I have uploaded one receipt from the bank for one card on their page. I am waiting for the other receipt to be sent to me by the bank. I have already requested it. Now I am waiting for them to accept it from verification as it has been two days since I uploaded it as soon as the bank sent it to me. I can offer them whatever they ask me, I am just afraid that all this is being done intentionally and they do not intend to give me profit. That is why I would like you to monitor the situation, thanks in advance

Καλημέρα σας το έχω ανεβάσει στην σελίδα τους το ένα αποδεικτικό από την τράπεζα για την μια κάρτα . Το άλλο αποδεικτικό περιμένω να μ το στείλει η τράπεζα . Το έχω ήδη ζητήσει . Τώρα περιμένω να το δεχτούν από την επαλήθευση καθώς έχει δύο μέρες που το ανέβασα αμέσως μόλις που το έστειλε η τράπεζα μ . Εγώ μπορώ να τους προσφέρω ότι μου ζητήσουν απλά φοβάμαι μήπως γίνονται σκόπιμα όλα αυτά και δεν έχουν σκοπό να δώσουν το κέρδος μ . Για αυτό θα ήθελα να παρακολουθήσετε την κατάσταση ευχαριστώ εκ τον προτέρων

Hello, while they asked me for a paper from the bank and I went through the whole process to get it, I sent it and they rejected it again! They are playing with us! I definitely need your help please!!!!! otherwise I will file a complaint!!!!

Γεια σας ενώ μου ζήτησαν χαρτί από την τράπεζα και έκανα ολόκληρη διαδικασία να το πάρω το έστειλα και πάλι το απέρριψαν ! Παίζουν μαζί μας ! Θέλω οπωσδήποτε την βοήθεια σας παρακαλώ !!!!!αλλιώς θα προβώ σε καταγγελία !!!!

I send them all the papers and now they are stuck with a document that I got from the bank and I upload it exactly as they sent it to me in pdf with exactly the details they want and now they have come to tell me that I did not put the original! I can't find a way out and I want the identification to end as this is all done deliberately and I want to withdraw my profits and I can't!!!! I need help please

Τους στέλνω όλα τα χαρτιά και τώρα κόλλησαν με ένα έγγραφο το οποίο το πήρα από την τράπεζα και το ανεβάζω ακριβώς όπως μου το έστειλαν σε pdf ακριβώς με τις λεπτομέρειες που θέλουν και τώρα βρήκαν να μ πουν ότι δεν εν έβαζα το γνήσιο ! Δεν μπορώ να βρω άκρη και θέλω να τελειώσει η ταυτοποίηση καθώς γίνεται εσκεμμένα όλο αυτό και θέλω να βγάλω τα κέρδοι μου και δεν μπορώ !!!! Θέλω βοήθεια παρακαλώ

I have sent them over 50 times the pdf with the receipt from the bank and in an email directly forwarded by the bank as well as another 20 times in a photo on paper and they do not accept them telling me that it is not the original!!!! They are making fun of me as usual!!!! I want you to intervene as I am trying to finish the process for 1 month and they are deliberately delaying me!!!! There is only one piece of paper left and they are not accepting it so that I do not get my winnings in a casino that supposedly does not need verification!!!!

Τους έχω στείλει πάνω από 50 φορές το pdf με το αποδεικτικό από την τράπεζα και σε εμαιλ κατευθείαν προωθημένο από την τράπεζα όπως και άλλες 20 φορές σε φωτογραφία σε έντυπο και δεν τα δέχονται λέγοντας μου ότι δεν είναι το γνήσιο !!!! Με κοροϊδεύουν κανονικά !!!! Θέλω να επεμβείτε καθώς προσπαθώ να τελειώσω με την διαδικασία 1 μήνα και με καθυστερούν επίτηδες !!!! Εχει μείνει μόνο ένα χαρτί και δεν το δέχονται για να μην πάρω τα κερδοι μου σε ένα καζίνο που υποτίθεται δεν χρειάζεται επαλήθευση !!!!

Thank you very much, Mersini, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Mersini,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CrownPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Mersini,

Thank you for reaching out to us.

We are very sorry for the delay.

We have received all the needed documents, and they were sent for verification.

As soon as your account is verified, your withdrawals will start processing as well.

Best regards,

CrownPlay Casino Team

Dear Mersini,

We are happy to inform you, that your account has been successfully verified.

You have currently 3 pending withdrawals which will be finalized in the nearest time.

Thank you for your patience and cooperation.

Best regards,

CrownPlay Casino Team

Dear Mersini,

please keep us updated when you receive your funds.

yes I will inform you

ναι θα σας ενημερώσω

Good evening, I have made two deposits, I just have a big profit and I'm wondering when I will get my money as a withdrawal can take a month! With a big profit, how can I get the money I have earned? Also, while I was at level 3 and could withdraw 800 euros, they now put me down to level 1 on their own where the limit is 500 euros up to three withdrawals. So, with an amount of 50,000 euros, I will have to withdraw it for a year with such a delay.

Καλησπέρα έχουν κανει δύο καταθέσεις απλά έχω μεγάλο κέρδος και σκέφτομαι πότε θα πάρω τα χρήματα μου καθώς μια ανάληψη μπορεί να κάνει και ένα μήνα !Σε μεγάλο κέρδος πως μπορώ να πάρω τα χρήματα που έχω κερδίσει ? Επίσης ενώ ήμουν στο επίπεδο 3 και μπορούσα να κάνω ανάληψη 800 ευρώ τώρα με κατευασαν στο επίπεδο 1 μόνοι τους όπου το όριο είναι 500 ευρώ μέχρι τρεις αναλήψεις . Οπότε σε ένα ποσό 50.000 ευρώ θα κάνω να τα βγάλω ένα χρόνο με τόση καθυστέρηση που υπάρχει

Dear Mersini,

We are happy to inform you, that your withdrawals from 11/06 and 12/06 have been completed and the money were sent from our side.

The funds can take a few more working days to appear in your account, however, this is subject to the payment method used and your bank standards.

You have currently 2 pending withdrawals which will be finalized in a timely manner.

Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days as per our T&C point 6.12.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Please let us know if you have any further questions.

Best regards,

CrownPlay Casino Team

No, everything is going smoothly, if I encounter any issues I will update! Thanks

Οχι όλα κυλούν ομαλός αν αντιμετωπίσω κάποιο θέμα θα ενημερώσω ! Ευχαριστώ

Dear Mersini,

We are happy to inform you that all your withdrawals have been completed and the money has been sent from our side.

Currently, there are no pending withdrawals in your account.

Please let us know if you have any further questions.

Best regards,

CrownPlay Casino Team

Dear Mersini,

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.

Hello, there were some payments made from my credit cards that I did not make. And I asked for a refund but they have not accepted it yet. I guess my password was leaked and someone else used my account.

Γεια σας έγιναν κάποιες πληρωμές από τις πιστωτικές μου τις οποίες δεν έκανα εγώ . Και ζήτησα επιστροφή χρημάτων αλλά δεν το δέχτηκαν ακόμη . Μάλλον διέρρευσε ο κωδικός μου και κάποιος άλλος χρησιμοποίησε τον λογαριασμό μου .

Dear Mersini,

Please send us the transaction history from your bank showing those transactions.

They should be in original form and in PDF to investigate further.

We have already emailed you, please forward the transaction history there.

Thank you in advance.

Best regards,

CrownPlay Casino Team

I have sent it.

Το έχω στείλει

Dear Mersini,

We have received the document.

We have sent you a follow-up email requesting to specify the concerning payments in order to investigate further.

Thank you in advance!

Best regards,

CrownPlay Casino Team

I have an answer about that.

Εχω απάντηση σχετικά

Dear Mersini,

Please keep us updated on any new developments.

Dear All,

After a thorough investigation, the relevant department has informed us that all IP's from the player's account are the same therefore the possibility of a third party or hacking involvement, is not valid.

If you have any further questions please let us know.

Best regards,

CrownPlay Casino Team

Dear Mersini,

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.

Close the case, I have deleted my account without the possibility of reopening it, thank you

Κλείστε την υπόθεση έχω σβήσει τον λογαριασμό μου χωρίς δυνατότητα επά ανοίγματος ευχαριστώ

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.