CrownPlay Casino - プレイヤーが賞金を受け取れずにいます。

I tried to withdraw my money once and waited three weeks before canceling the money. With the canceled money, I won a total of €8,500. I'm waiting again for my withdrawal to be processed, which is once again taking a long time. I made three withdrawals of €500, and in total, I'm withdrawing €8,500.

Ich habe einmal versucht mein Geld auszahlen zu lassen und habe 3 Wochen gewartet bis ich das Geld storniert habe und mit dem stornieren Geld habe ich insgesamt 8500 Euro gewonnen und warte erneut auf die bearbeitung meiner Auszahlung die sich wiedermal in die Länge zieht. Habe 3 mal 500 zur Auszahlung getätigt und insgesamt geht es um 8500 Euro

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, there's no news from the online casino Crownplay. When I contact the chat or support, I keep getting the same pre-written responses: that I'm on hold, etc., and my money is still being processed. None of the three 500 active withdrawals have been approved yet, and they're still supposedly in process. The remaining 7,000 are awaiting their payout. Since submitting the complaint, nothing has changed.

Leider gibt es nichts neues vom online Casino crownplay. Wenn ich den Chat oder Support anschreibe, bekomme ich immer wieder die gleichen vorgefertigten antworten das ich mich in der Warteschleife befinde und so weiter und mein Geld immer noch in Bearbeitung ist. Keines der 3 x 500 aktiven Auszahlung sind bis jetzt genehmigt worden und Immer noch angeblich in Bearbeitung. Die restlichen 7.000 warten auf ihre Auszahlung. Seid der einreichen der Beschwerde, hat sich nichts geändert

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Do you currently have any pending withdrawals in your casino account? If yes, could you please share a screenshot of your withdrawal history showing the pending amounts and dates?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have sent you an email with the required data

Habe Ihnen eine Email gesendet mit den benötigten geforderten Daten

I forgot to mention, I have never withdrawn there or it is or would be my first withdrawal

Habe es vergessen zu erwähnen, habe dort noch nie auszahlen lassen beziehungsweise ist es oder wäre meine erste Auszahlung

I have completely lost the money and have to close the case because I was not able to cancel it

Habe das Geld komplett verspielt und muss den Fall schließen da ich es nicht geschafft habe es nicht zu stornieren

Dear player, thank you for the update, and I’m truly sorry to hear that you have lost the funds on your account. We understand how frustrating this situation must be for you.

However, I would like to kindly remind you that each player is responsible for the funds in their casino account. Once the money remains in the playable balance and is not successfully withdrawn, it is up to the player to manage it, and unfortunately, we cannot intervene or reverse gameplay outcomes.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.