CrownCas Casino - El retiro del jugador se ha retrasado.

Hey,

I made a withdrawal request on 22.11.2020 € 700.

I was in contact for the first time after this about a week after the withdrawal request. The live chat was just told that they would not take care of these things, but promised to contact the payment department.

Now, after more than two weeks, nothing has been heard. No emails or replies.

Once in the past I have raised CrownCas the casino and then also I had to make a complaint, so that I could get my cashouts.

Hei,

Tein nostopyynnön 22.11.2020 700€.

Olin ensimmäisen kerran tämän jälkeen yhteydessä noin viikon päästä nostopyynnöstä. Live-chatistä sanottiin vain, että he eivät hoida näitä asioita, mutta lupasivat ottaa yhteyttä maksuosastoon.

Nyt yli kahden viikon kuluttua ei ole kuulunut mitään. Ei mitään sähköposteja eikä vastauksia.

Kerran aikaisemmin olen nostanut CrownCas kasinolta ja tällöin jouduin myös tekemään valituksen, jotta saisin kotiutukseni.

Dear Ossi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without active bonus?

Do I understand it correctly that the payment is still pending inside your account without being processed?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, the payment method was Skrill and the deposit was with a bonus that has been redeemed according to the terms. Payment is still pending.

Hei, maksutapa Skrill ja talletus oli bonuksella, joka on kierrätetty ehtojen mukaisesti. Maksu on edelleen käsittelemättä.

Thank you very much, Ossi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ossi.

I am sorry to hear about your troubles. Maybe there is some problem with a verification process.

I want to invite the casino representative into the discussion. Please check Ossi's case and explain to you where is the problem.

Hello, My account has already been verified from a previous checkout that lasted more than a month.

They have given me 2 email addresses info@crowncas.com & support@crowncas.com, neither of these are answering to my emails.

Hei, tilini on jo vahvistettu edellisen kotiutuksen yhteydessä, joka kesti yli kuukauden.

They have given me 2 email adresses info@crowncas.com & support@crowncas.com, neither of these are answering to my emails.

Hi, I went to the live chat again asking perhaps they have another email I can contact. They said they do not have any. I now got an email saying my account is blocked. They are still not answering my emails thought..

Do you happen to know where else I could take this issue? Contact the license holder? Providers?

Hi again,

I now received an email saying my account has been unblocked.. So I guess they are receiving and reading my emails just not answering them..

Blocking the account is a standard procedure during a security check. Please check your withdrawal request, if it is still there and the state of withdrawal.

Withdrawal of 700€ is still pending

Hello Ossi,

do you have any updates?

Was the withdrawal successful?

No updates. Sent new email to them. Doubt that they will answer tho.. If they do not answer, I will contact the license provider.

Hello Ossi.

The time period in which we were waiting for the response from casino ended, and if you want to complain to the regulator, then please use this email: certria@gaminglicenses.com

When you submit the complaint, we will close the complaint with status: waiting for the regulator's decision.

Please note that it might take a while till the regulator respond.

Sorry for bad news and Merry Christmas.

I submitted complaint to certria@gaminglicenses.com. Thanks for your help. Happy holidays!

We are closing this complaint with status "Waiting for decision of regulator" When Ossi or casino get an official respond please contact us and we will close the case accordingly.

Because this casino no longer holds a valid license, we are closing the complaint as "unresolved".