CrownPlay Casino - El retiro del jugador se ha retrasado.

Every time I request a withdraw at this casino it stays pending for weeks at a time. Their site promotes that the withdraw takes between 1 and 3 days. I have reached out to them multiplke times and I always receive a standard message:

"We truly apologize for any inconvenience you may be experiencing with your withdrawal. Furthermore, we fully understand how crucial it is to have your money on time, and we want to assure you that we are committed to resolving this situation as swiftly as possible.

Following a thorough review of your withdrawal request, we would like to inform you that it is currently experiencing an unexpected delay due to a high volume of transactions. We understand that timely access to your funds is important, and we regret any inconvenience this may have caused.

Please be informed that our financial department is aware of the situation, and currently working on this for you as we speak. We want to assure you that your money is secure. Once the payment is complete, you will be able to see it in your balance history."

Its been over two weeks. I have already verified no problem and I have not played any bonuses or since I won money. Its been imposible to withdraw money...

Dear jercham777,

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.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• What is the current status of your withdrawal request? 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.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have made multiple successful withdraws but they take 2 + weeks. The latest successful withdraw was May 3rd. It's always to the same account via e-transfer. I have not played this casino since. I only login after they have released the money and request more withdraws. After that May the 3rd withdraw they finally requested I verify my account which I did successfully but also took them 2 weeks.. My withdraw has been in pending status since May 14th.i have reached out multiple times but I always get the same automated response. We are currently reviewing these and due to high volume of withdraws etc... Mine should be very easy. I have been doing the same exact thing since Feb. Withdraw and wait. Successful release eventually. This time has been the longest though. Still waiting. 

Thank you very much for your reply, jercham777. Could you 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.

Emails have been forwarded. I have also opened a new complaint with Anjouan. The first one I opened with them all that happened was they forwarded my complaint to the casino and Crownplay auto replied with the same verbage which is a lie. They advertise 1 to 3 day payouts but I have never seen that happen once. They are cheaters and liars.

Dear Jeremy,

Thank you for contacting our support team.

We understand the importance of timely withdrawals and apologize for any inconvenience caused by the current delay. Rest assured, our team is actively working to expedite the process and ensure that your withdrawals are processed as swiftly as possible.

Your patience and understanding are greatly appreciated as we strive to provide you with the best service possible.

Thank you for your continued support and trust in us.

If you have any additional questions, please, do not hesitate to contact us via email support@CrownPlay.com or via Live Chat. 

Best Wishes, 

Customer Service

Thank you very much, jercham777, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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 jercham777,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CrownPlay Casino representative to join this conversation.

Dear CrownPlay Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear jercham777,

Thank you for reaching out to us.

We truly apologize for the delay and for any inconvenience that might have caused.

I am happy to confirm that your withdrawals from 14/05, 15/05 and 16/05 have been processed, and the money have been sent from our side.

The funds can take a few more days to appear in your account, however, this is subject to the payment method used and your bank standards.

Currently, you have three pending withdrawals from 07/06, 08/06 and 09/06, which will be processed in a timely manner.

Best regards,

CrownPlay Casino Team

Thanks folks for getting this case resolved. Seems like they were very backed up. Took almost a month but the payments went through successfully.

Appreciate the assistance here.

Dear jercham777,

We're glad to hear that your issue has been resolved. 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, please 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,

Mirka Dubasova

Casino.Guru