PH Crown Casino - Player’s account has been frozen for a year.

Ph crown has frozen or disabled my account and everytime when I reach their customer service they always say under review but the review still in progress for almost 1 YEAR

Dear sandradeguzman710,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Before we proceed with further investigation, could you please post the casino's website here in this thread and clarify when exactly you lost access to your account?

I will be patiently waiting for your reply.

Best regards,

Kristina

I was able to deposit correctly before and I was also able to withdraw properly but when I withdrew more than 6 million pesos my account was suddenly frozen or disabled without my knowledge and without even a reminder or my consent because of abnormal betting , their other Customer Service said it was because of a duplicate account, their other CS said it was because of an abnormal audit. I always approach the cs of the said site but they always say that I have to wait until it is reviewed or investigated. It's been about 1 year since I received nothing from them even by email or txt or call and until now they are still saying the same thing.

Thank you for your reply, sandradeguzman710, Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I only focus on SLOT AND I STRONGLY PASSED ALL VERIFICATION BECAUSE BEFORE I CAN DEPOSIT AND WITHDRAW IN MY ACCOUNT BUT WHEN I WITHDRAW OVER A MILLION OF MY WINNING IN SLOT THE TURNED MY ACCOUNT INTO FREEZE AND I ACCUMULATED MY WINNINGS WITH OR BY MY DEPOSIT WITHOUT ANY BONUS APPLIED

raised again to their CS TODAY JANUARY 23,2025 THURSDAY MORNING AND THEY STILL THE SAME ANSWER "WAIT PATIENTLY TO REVIEW FOR ALMOST A YEAR AND I DONT SEE ANYTHING WRONG I DID ... BEFORE IN MY ACCOUNT I NORMALLY DEPOSITING AND WITHDRAWING ANYTIME I WANT BUT WHEN I WON OVER A MILLION PESO THEY TURNED MY ACCOUNT INTO FREEZE WITHOUT ANY REMINDERS AND WARNINGS AND WITHOUT TELLING ME ANY REASON THEN WHEN I RAISED IT TO THEIR CUSTOMER SERVICE THEY ANSWER ME DIFFERENT RESPONSE WHICH IS IP ADDRESS , DUPLICATE ACCOUNT, ABNORMAL BETTING I PLAY ON SLOT RIGHT BASED ON THEIR TERMS AND CONDITION. BUT THEY DID THAT TO ME 😥😓😓😭😭😭

I pass to their all verification

Real name

Bind e-wallet

Verified mobile number

Transaction password

Username/nickname

And I have 1 account only in my mobile phone and I never make another account but they told me that the system detect DUPLICATE ACCOUNT 😭😓😥 HOW, WHY,WHERE,HOW COME??

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please clarify the exact date the casino started the investigation?

There's no chance because I'm the only one who play casino online slot as far as I know I think January or February

Thank you very much, sandradeguzman710, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear sandradeguzman710, 

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 PH Crown Casino outside this complaint thread and let you know any new information once I receive it.

Thanks for you effort to solve my case .. I've been raised tlin so many customer service of PHCROWN sometimes they ignored me but they did more by replying an auto generated message (KINDLY LOOK AT THE IMAGE I SENT) and turn into different replies I've been raised it for almost 1 year I rightfully followed their rules and regulation including their terms and condition. But they are all put me down and not give my funds and winnings I maybe please them to give back at least half of my winning ls or balance in my account but they are still the same answers.

Dear sandradeguzman710, 

do you have an email address for this casino, please?

Hello for your urgent response

May I asked if which email address you asked. For ?

* My Email address that I bind in that casino?

Or

* Email address of that casino to be able to contact them?

Dear sandradeguzman710, 

the email for the casino, please. Have you had any communication with this casino via email, please?

No they didn't provide any email or contact numbersto contact them only customer service they have I already asked if if they have email or contact number but they said wait for the review still review for almost a year 🥺😭😢🙏 my mom need to get a check up as soon as possible I really need my funds there. 😢🥺😥

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.

Thank you hope to resolve my complaint thanks for the effort and hardwork you're sincerity is really and highly appreciated

Dear sandradeguzman710, 

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a fake license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina Duboak