CrownPlay Casino - Los retiros de los jugadores se retrasan.

Good evening,

I registered on the aforementioned betting site. After making four deposits and winning some amounts, I requested my first withdrawals. Although their website states that withdrawals are processed within 3 business days, it has been 7 business days and none of the 3 withdrawals I requested have been completed. The first withdrawal I requested has been in processing since 28-07-2024.

Καλησπέρα σας.

Έχω γραφτεί στην παραπάνω στοιχηματικη σελίδα. Μετά από τέσσερις καταθέσεις που τους έκανα κέρδισα κάποια ποσά και ζήτησα τις πρώτες μου αναλήψεις. Ενώ η σελίδα τους γράφει 3 εργάσιμες ημέρες ολοκλήρωση ανάληψης, έχουν περάσει 7 εργάσιμες και δεν έχουν ολοκληρωθεί καμιά από τις 3 αναλήψεις που έχω ζητήσει. Η πρώτη ανάληψη που ζήτησα είναι σε επεξεργασία ακόμη από 28-07-2024

Dear Nole616,

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

Good morning!

It has not been 14 days since my first withdrawal that I have requested from the casino.

The first withdrawal I requested was 28-07-2024 the second 29-07-2024 and the third 30-07-2024

So we are 8 business days from the first withdrawal I have requested.

Regarding the verification of my account for the supporting documents, I emailed them what documents are needed to complete my registration and they replied that at the stage we are in they do not need any documents and that my account on their page is ok.

Καλημέρα σας!

Δεν έχουν περάσει 14 ημέρες από την πρώτη μου ανάληψη που έχω ζητήσει από το καζίνο.

Η πρώτη ανάληψη που ζήτησα ήταν 28-07-2024 η δεύτερη 29-07-2024 και η τρίτη 30-07-2024

Οπότε είμαστε στην 8 εργάσιμη από την πρώτη ανάληψη που έχω ζητήσει.

Όσο αφορά την επαλήθευση του λογαριασμού μου για τα δικαιολογητικά τους έστειλα email τι χαρτιά χρειάζονται για την ολοκλήρωση της εγγραφής μου και μου απάντησαν ότι στο στάδιο που βρισκόμαστε δεν χρειάζονται κάτι από έγγραφα και ότι ο λογαριασμός μου στην σελίδα τους είναι οκ.

Exactly, this is why we recommend the players wait a minimum of 14 days before submitting their complaint.

However, since your first withdrawal request was submitted on 28 July, i.e. 15 days ago, could you please advise if you received these winnings yet?

Good morning!

I have received my winnings from the first three withdrawals I requested into my bank account and I am expecting three more.

Thank you very much for everything and for your valuable work and help.

Be well and I wish you all the best with your page and your great work!

Good luck!

Καλημέρα σας!

Έχω λάβει τα κέρδη μου από τις τρεις πρώτες αναλήψεις που είχα ζητήσει στον τραπεζικό μου λογαριασμό και αναμένω άλλες τρεις.

Σας ευχαριστώ πολύ για όλα και για το πολύτιμο έργο σας και τη βοήθεια σας.

Να είστε καλά και σας εύχομαι ότι καλύτερο στην σελίδα σας και την εξαιρετική δουλειά σας!

Καλή συνέχεια!

Thank you very much for letting me know. I'm glad that you are now receiving your winnings!

Would you like to keep this complaint open until you receive the remaining 3 withdrawals?

Yes if possible.

Thank you so much again for everything!

You are doing an amazing job!

Have a good day!

Ναι αν είναι δυνατόν.

Σας ευχαριστώ και πάλι πολύ για όλα!

Κάνετε καταπληκτική δουλειά!

Καλή συνέχεια στην ημέρα σας!

Thank you for your kind words.

Could you please let me know the current status of your remaining cashout requests? Have you received any of your three winnings?

Good morning!

No I have not yet received any other withdrawal from the three that are pending.

I have yet to receive €1500 and I am waiting. It is from 10-08-2024

Καλημέρα σας!

Οχι δεν έχω λάβει ακόμα κάποια άλλη ανάληψη από τις τρεις που εκκρεμούν.

Έχω να λαμβάνω ακόμη 1500€ και περιμένω. Είναι από τις 10-08-2024

Since it has been 14 days since you requested your cashout, could you please let me know if you have received any of your winnings?

Good morning!

As I wrote to you, three more withdrawals were pending from 10-08-2024

They put in my bank account after 5 days only one and the other two they canceled and returned my money to the account on their page on the grounds that it was rejected by the provider and that I can try again.

Another three days passed so that three more withdrawals that I requested were made from the beginning and I am still waiting for the money to be deposited to me from 08-17-2024

Again, in short, I have three pending withdrawals from the beginning.

Καλημέρα σας!

Όπως σας είχα γράψει εκκρεμούσαν τρεις ακόμη αναλήψεις από 10-08-2024

Μου έβαλαν στον τραπεζικό μου λογαριασμό μετά από 5 μέρες μόνο την μία και τις άλλες δύο μου τις ακύρωσαν και γύρισαν τα χρήματα μου στον λογαριασμό στην σελίδα τους με την αιτιολογία ότι τα απέρριψε ο παροχος και ότι μπορώ να προσπαθήσω πάλι.

Πέρασαν πάλι άλλες τρεις μέρες ώστε να πραγματοποιηθούν από την αρχή άλλες τρεις αναλήψεις που ζήτησα και περιμένω ακόμη να μου βάλουν τα χρήματα από της 17-08-2024

Έχω πάλι με λίγα λόγια τρεις αναλήψεις σε εκκρεμότητα από την αρχή.

Thank you very much, Nole616, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Good morning!

Thank you very much for everything.

Good luck!!!

Καλημέρα σας!

Σας ευχαριστώ πολύ για όλα.

Καλή συνέχεια!!!

Dear Nole616,

My name is Kubo, and I’ll be assisting you with your complaint moving forward. If there have been any recent developments or updates regarding this case, please do let me know.

I’d like to invite CrownPlay Casino’s representatives to join this discussion and provide any relevant information that could help resolve the issue.

Unfortunately, since CrownPlay Casino hasn’t registered a representative account on our platform yet, they won’t be able to reply directly in this thread. However, I’ve already reached out to their team through an external channel and am currently waiting for their response. I’ll keep you informed as soon as I receive any updates from them.

Thank you for your understanding and patience.

Best regards,

Kubo

Good evening!

Thank you very much for the help. It's been 10 days and they still haven't completed the withdrawals I've requested.

I'm still waiting.

Good luck!

Καλησπέρα σας!

Σας ευχαριστώ πολύ για την βοήθεια. Έχουν περάσει 10 ημέρες και ακόμη δεν μου έχουν ολοκληρώσει τις αναλήψεις που έχω ζητήσει.

Αναμένω ακόμη.

Καλή συνέχεια!

Good morning and good month!

Today they also completed my last withdrawal that I had requested. So it's all fine on their end.

I would like to thank you all for your valuable help and work in this area.

May you always be well and full of success!!!

Thank you again!

Καλημέρα σας και καλό μήνα!

Σήμερα μου ολοκλήρωσαν και την τελευταία μου ανάληψη που είχα ζητήσει. Οπότε είναι όλα εντάξει από μεριάς τους.

Θα ήθελα να σας ευχαριστήσω όλους σας για την πολύτιμη βοήθεια σας και για το έργο σας στον τομέα αυτό.

Να είστε πάντα καλά και γεμάτοι επιτυχίες!!!

Και πάλι σας ευχαριστώ!

Dear Nole616,

I’m pleased to hear that your issue has been successfully resolved. I will now mark your complaint as "resolved" in our system.

Thank you for your cooperation throughout this process. If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

We hope you had a positive experience with our services. While we do not charge any fees or accept gratuities, your feedback is highly valuable to us. If you could take a moment to share your experience on Trustpilot (link here), it would be greatly appreciated.

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be incredibly helpful. Your insights can assist others who are seeking support with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo