CrownPlay Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal of 500 euros on January 8th. It has now been 6 business days, and my withdrawal has still not been processed. In communication with the casino, they repeatedly give me the same standard response that it will be completed very soon, but nothing happens. When I ask them to have their finance department respond, they tell me that they cannot provide such information.

Έχω κάνει ανάληψη 500 ευρώ από τις 8 Ιαν 25 έχουν περάσει 6 εργάσιμες ημέρες και ακόμη δεν έχει ολοκληρωθεί η ανάληψη μου σε επικοινωνία με το καζίνο μου λένε συνεχώς την ίδια τυποποιημένη απαντηση ότι θα ολοκληρωθεί πολύ σύντομα και δεν γίνεται κάτι και όταν τους λέω να μου πουν το απάντησε το οικονομικό τους τμήμα μου λένε ότι δε μπορούν να δώσουν τέτοιες πληροφορίες

Hello tolis1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CrownPlay Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account does not require verification.

Winnings were collected from real money not from bonuses

Today 1/17/25 I contacted again and the answer was again the same as the last messages.

that it will be completed soon

Ο λογαριασμός μου δεν απαιτεί επαλήθευση

Τα κέρδη συγκεντρώθηκαν από πραγματικά χρήματα όχι από μπόνους

Σήμερα 17/1/25 επικοινώνησα ξανα και η απάντηση ήταν πάλι η ίδια όπως τα τελευταία μηνύματα

ότι θα διεκπαιρεωθει σύντομα



Hello tolis1,

As stated above, withdrawals may take up to 14 days to be processed.

Let us know in case the money would arrive or would take longer than the recommended period.

Awaiting your response.

Regards,

Nick

Why should I wait 14 days? The company's policy is that withdrawals are completed within 3 business days. 12 have already passed.

And in all the communications I had with them, they gave me standard answers that the withdrawal is safe and will be processed soon, and in an official complaint I made via email, the same thing happened again.

Please continue the process as a lot of time has already passed.

Για ποιο λόγο να περιμένω 14 ημέρες η πολιτική της εταιρίας είναι ότι οι αναλήψεις ολοκληρώνονται εντός 3 εργάσιμων ημερών έχουν περάσει ήδη 12

Και σε όσες επικοινωνίες είχα μαζί τους μου δίνουν τυποποιημένες απαντήσεις ότι η ανάληψη είναι ασφαλής και σύντομα θα διαικπερεωθει και σε επίσημη καταγγελία που έκανα μέσω email πάλι το ίδιο.

Παρακαλώ όπως συνεχίστε τη διαδικασία καθώς ήδη έχει περάσει μεγαλο διάστημα

We have entered the 14-day delay and still no action has been taken, and when contacting customer service, the same answers are given that there is a heavy load in the financial department.

Please help me get my money.

Μπήκαμε στις 14 ημέρες καθυστέρηση και ακόμη δεν έχει γίνει καμια κίνηση και στην επικοινωνία με την εξυπηρέτηση οι ίδιες απαντήσεις ότι υπάρχει μεγάλος φόρτος στο οικονομικό τμήμα.

Παρακαλώ βοηθήστε με να πάρω τα χρήματα μου

Today, January 23, 25, they canceled my withdrawal on the pretext that my bank canceled it. In communication with them, the bank denied it. I made the withdrawal again, broken into two of 150 euros and one of 200 euros.

Σήμερα 23 Ιαν 25 μου ακύρωσαν την ανάληψη με τη πρόφαση ότι την ακύρωσε η τράπεζα μου σε επικοινωνία μαζί της η τράπεζα το διέψευσε ξαναέκανα την ανάληψη σπασμένη σε δύο των 150 και μια των 200 ευρω

Hello tolis1,

The 14 days are recommended by us as it is the average withdrawal processing speed in most of casinos.

As you have requested a new withdrawal, I must advise to just wait again.

In case it will be canceled again, we will try to intervene.

Regards,

Nick

But they canceled the previous withdrawal at their own risk under the pretext that my banking provider rejected it, which is not true because I contacted them.

Μα την προηγούμενη ανάληψη την ακύρωσαν με δική τους ευθύνη με τη πρόφαση ότι την απέρριψε ο τραπεζικός μου πάροχος κάτι που δεν ισχύει γιατί επικοινώνησα μαζί του

Close the case, I finally got my money.

Κλείστε την υπόθεση επιτέλους πήρα τα χρήματα μου

Dear tolis1, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru