CrownPlay Casino - El jugador solicita el cierre de la cuenta pero es ignorado.

Hello

I want to get banned from Crownplay because of gambling addiction. Unfortunately, no one responds to my email or chat.

All they ever say is that they are sorry and will report it to the relevant department.

But the account remains open and I can deposit money.

I must have contacted them 10 times.

What can I do to avoid being banned from the village?

And will I get my deposits back?

Hallo

Ich will mich auf Crownplay sperren lassen wegen Spielsucht. Leider reagiert keiner auf meine Email oder im Chat.

Es kommt immer nur das es ihnen leid tut und an die zuständige Abteilungen geht.

Aber das Konto bleibt weiterhin offen und ich kann einzahlen.

Ich habe mich bestimmt schon 10 mal mit denen in Verbindung gesetzt.

Was kann ich tun damit ich dorf gesperrt werde?

Und bekomme ich meine Einzahlungen wieder?

Dear Mandy007, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I have forwarded the email to you.

Unfortunately, I don't have the dozen conversations from the chat.

Ich habe euch die Mail weitergeleitet.

Leider hab ich die dutzend Gespräche vom Chat nicht.

Thank you for the emails.

Have you requested self-exclusion due to gambling addiction for the first time on February 3?

Has the casino responded to your email for the first time on February 13?

Have you sent your account closure request to the email address vip@crownplay.com as suggested by the live chat agent?

Has the casino closed your account on February 14?

Could you please specify how many deposits you made from the moment you requested to be self-excluded for the first time up to the moment when your account was finally closed?

Hello

First I was referred to the support team.

Twice in a row.

Then when I contacted the VIP again, I did that immediately and forwarded the screenshot in the chat

On the 14th the employee got in touch and on February 14th it was closed.

After 03.02 there were still deposits of about 1300 euros

Hallo

Erst wurde ich auf die Support Mal verwiesen.

Zweimal hintereinander.

Dann als ich mich zum wiederholten Mal in Verbindung gesetzt habe an die vip. Das habe ich dann sofort gemacht und den Screenshot gleich im Chat weitergeleitet

Am 14. Hat sich dann der Mitarbeiter gemeldet und am 14.2 auch geschlossen.

Nach dem 03.02 gab es noch Einzahlungen von ca 1300 Euro

Thank you very much, Mandy007, 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.

Dear Mandy007,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CrownPlay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CrownPlay Casino,

Could you please provide detailed information regarding this case, including the specific reasons behind the 11-day delay in applying the player's self-exclusion? We would appreciate a thorough explanation of the circumstances surrounding this issue.

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Mandy007,

I wanted to inform you that I’ve been contacted by the casino representative externally, and they kindly requested a little more time to provide a response. I’ve extended the timer for an additional week, and the casino will provide their response as soon as possible.

Thank you for your understanding and patience.

Dear Mandy007,

The casino representative contacted me yesterday and asked me to share the following message with you:

Dear Mandy007,

We would kindly request to provide a reply to the email received regarding your refund request in order to proceed with it.

Thank you in advance.

Kind Regards,

CrownPlay Casino Team

Could you please reply to their email and let me know what it’s about?

Thank you.

I received the following email:

This ticket was created on your behalf.

Despina (CrownPlay)

March 26, 2025, 14:03 EET

Dear............

As a goodwill gesture we would like to offer you a refund in the amount of 570 EUR.

The refund is subject to signing a waiver.

Please let us know if you agree to these conditions.

Kind regards,

CrownPlay Casino Team

I received this email and replied within a few minutes.

I would like to know when the refund will be made and what I should agree to

Folgende Mail habe ich erhalten :

This ticket was created on your behalf.

Despina (CrownPlay)

26. März 2025, 14:03 OEZ

Dear............

As a goodwill gesture we would like to offer you a refund in the amount of 570 EUR.

The refund is subject to signing a waiver.

Please let us know if you agree to these conditions.

Kind regards,

CrownPlay Casino Team

Diese Mail habe ich erhalten und auch gleich innerhalb von ein paar Minuten geantwortet.

Ich möchte wissen wann die Erstattung erfolgt und zu was ich mein Einverständnis geben soll

Dear Mandy007,

Thank you for sharing the email from the casino with me. Have you received any response from them since then?

Dear Mandy007,

I hope you're doing well. I'm just following up, as it's been about a week since we last touched base. Have you received any updates from the casino, such as the waiver letter or any other communication?

Looking forward to hearing from you.

Hello

The amount was transferred to me yesterday.

It's finally done.

It was a long back and forth.

In summary, this is a very dubious company.

Thank you for your help

Hallo

Der Betrag wurde gestern an mich überwiesen.

Ist endlich erledigt.

War ein langes Hin und her.

Zusammenfassend ist das ein sehr unseriöses Unternehmen.

Vielen Dank für eure Hilfe

Dear Mandy007,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo