CrownPlay Casino - 自己排除リクエストが無視された後、プレイヤーは払い戻しを求めています。

On 31st January 2025, I submitted a self-exclusion request to Crown Play Casino, asking for my account to be excluded in accordance with responsible gambling practices.

Unfortunately, my request was ignored, and my account remained active. As a result, between 3rd February and 8th February, I was able to deposit a total of $7,845 — during a period when my account should have been locked and inaccessible.

The casino only processed the exclusion on 8th February, a full eight days after my initial request. I have contacted customer support requesting a refund of the deposits made during this time, but they have refused, claiming no wrongdoing on their part.

This is a clear failure to uphold responsible gambling obligations and shows negligence in handling a time-sensitive and serious matter. I am requesting that Crown Play Casino refund the full amount of $7,845, as these transactions occurred after I explicitly requested self-exclusion.

I have supporting evidence, including emails and timestamps of communication, which I am happy to provide upon request.

Thank you for reviewing my complaint. I hope this issue can be resolved fairly.

Dear Priyajayaraj,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Dominika,

I have emailed you the supporting emails.

regards;

Priya

Also please note I clearly asked them for self exclusion not for account closure

Hi, is it possible to get an update please