CrownPlay Casino - El jugador experimenta retiros retrasados.

Every time I withdraw from this casino it sits in pending for weeks.

I requested a withdraw on Jun 19th and still waiting for it to go through.

I have not played at this casino again since I won money. Only withdraws and they eventually go through but it takes several weeks every time. The site states 1-3 business days but I have never seen this happen. same thing since Febuary.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear jercham777,

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,
Kristina
Casino.Guru

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

Has there been any updates since your initial message?

Still waiting on latest withdraw. I am up to a month now. Pending approved. Eventually the withdraw goes through but the website says 1 to 3 business days. I have never seen this happen once. It take 3 weeks or more every time. I have been through 10+ times now and same problem. Takes forever.

This has been waiting for almost a month now. This casino is slow playing there payouts. They mention 1 to 3 business days but it takes at least 3 weeks every time. It will take 10 Years at this rate before I am paid out. I have also opened a case with Anjouan and they have done nothing. People need to know how terrible this casino is cheating folks.

Thank you for your reply. Could you please advise us on the current status of your withdrawal request(s)? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello jercham777,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the CrownPlay Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which jercham777 can expect his withdrawal to be processed? Alternatively, is there a different issue causing his withdrawals to be delayed?

Dear Jercham777,

We are pleased to inform you that your withdrawal requests have been successfully completed on August 3rd.

Kind Regards,

Crownplay Casino Team

Dear casino representative,

thank you for your response.

Dear jercham777,

can you please confirm, whether you have received your funds?

Good day,

I did receive my pay a month later yes.

This seems to be the recurring theme. I will get my payout 3 + weeks later every time. So by the time you folks reach 9ut they pay me out.

Dear jercham777,

I understand you are not fully satisfied with the situation you have endured. However, we're still glad to hear that your issue has been resolved, and once again would like to thank the support team over at CrownPlay Casino for their quick response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru