CrownPlay Casino - Los retiros de los jugadores se retrasan.

Hello Casino Guru team,

I have 3 withdrawals pending with CrownPlay casino. Withdrawal details as below:

1. $750, requested on 19/07/2025
2. $749, requested on 20/07/2025
3. $528, requested on 25/07/2025

No KYC verification is required as mentioned on my profile. All withdrawals are way past the promised 1-3 business days of processing time. Casino has been responsive in email but did not provide much useful info other than the withdrawals are safe and actively being processed.

Appreciate your help in helping to resolve this issue.

Thank you

Hello, 

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

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated 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, 

Katarina

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.

Hi Katarina,

I have had successful withdrawals with CrownPlay casino previously and it did not take this long to complete.

My deposit and withdrawal method is similar, which is Interac e-transfer.

I have not activated any bonus so 100% of my winnings were accumulated without bonus.

Let me know if I should provide any screenshots for the above.

Thank you.

Hi Casino Guru team,

Can I get a response please?

In 7 days, my withdrawals would be pending for exactly 1 month.

Thank you.

Hello,

thank you for your reply and for your patience.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

I have just sent you an email attaching the email communication I have had with the casino, as well as 3 screenshots taken today of the 3 pending withdrawals.

Thank you for your help in advance in resolving this issue.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) 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.

Hi Martina,

Today marks exactly one month since my withdrawals have been pending.

I would really appreciate it if you can intervene and resolve this issue asap.

Thank you so much.

Dear 350busdriver,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CrownPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 350busdriver,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina