4 Crowns Casino - プレイヤーのアカウントが閉鎖されました。

Requested a withdrawal on the 27/05/20 for winnings of 600 euros. Account was completely verified on that date.

Started communicating on Live Chat on the 18/06/20 to enquire about the delay, as this seems like a long timeframe for withdrawals compared to other casinos. I have been given several reasons including 'this is normal policy and procedure', it is a 'technical review', that 'I must be patient as they are dealing with other withdrawal requests' and that it 'has been passed to the financial department'. I have also corresponded by email over the last few day, but receive vague one line answers.

Yesterday, they actually blocked my account, and when I enquired why they indicated that I had breached their T&Cs. No further explanation has been given.

I have been incredibully courteous and polite in all my correspondence with the Support Team at 4Crowns, and would just like to receive what I won legitimately and fairly.

Your assistance in this matter is greatly appreciated.

With kindest regards,

Ann

Dear Ann,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

In my opinion you should be informed when the casino decides to close your account and the reason for it.

Before we move further with this case, I would like to ask you to forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I have sent you all the correspondence from 4Crowns casino to the above email address.

Many thanks for all your help.

With kindest regards,

Ann

Thank you very much Ann for your reply and email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask 4 Crowns Casino casino to join this case and give us further explanation of why was the player's account closed.

Thank you, Nick.

I would very much like 4Crowns Casino to join the case, so that they may explain why I still have not paid out on my withdrawal and when I enquired as to why they blocked my account.

Thank you so much for all your help.

With kindest regards,

Ann

Unfortunately the casino hasn’t provided any answer on this case yet.

Dear Ann, is there any update regarding your case? I would like to ask 4 Crowns Casino again to reply on 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru