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

Hello please help me the casino is not paying my wins. I really reached out a few times and it seems like a scam because I saw many reviews also in trustpilot and now here that they don’t pay the wins. Still pending after 4 days.

Dear orianadattilo,

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 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.

Ok, thank you very much, I will wait and get back to you if nothing happens. 🙏

Ok vielen dank dann werde ich warten und mich nochmals melden falls nichts passiert. 🙏

Hello, please close the case here. I no longer have any pending payments and will have the account closed.

Hallo bitte schließen sie hier den Fall ich habe keine pendente Auszahlung mehr und werde das Konto schliessen lassen.

Dear orianadattilo,

Do I understand it correctly that you have received your winnings from the casino?

No, I didn't, I lost it. They were so cheeky that I didn't even want to wait for this small win. I want to close the account there. I find the site very professional. Now I'm waiting for them to close it, unfortunately still no answer.

Nein habe ich nicht ich habe es verspielt sie waren so frech das ich nicht mal auf dieser kleine Gewinn warten wollte ich möchte das Konto da schliessen finde die Seite Sehens professionell. Jetzt warte ich das sie es schliessen leider immer noch keine Antwort.

Dear orianadattilo,

I'm sorry to hear that you have lost your balance.

Can you please advise what reason did you give them to close your account?

Usually, a simple account block may be lifted off at any time by simply contacting the casino support.

Regards,

Nick

It has now been closed with several back and forth emails thanks

Es wurde nun geschlossen mit mehreren hin und her mails danke

Dear orianadattilo, 

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