CrownPlay Casino - Вывод средств игрока задерживается.

On December 16, 2024, I requested a withdrawal of €800.00 from Casino Crownplay. On December 17 and December 18, 2024, I requested additional withdrawals of €800.00 each, bringing the total to €2,400.00. After about 5 days, I contacted support for the first time because the withdrawals were not being processed. The support team then assured me daily that everything was in order and that everything would take longer over Christmas. However, even after Christmas, the withdrawals were not processed. I am now sending emails and chatting with them daily via live chat, and I am assured daily that the withdrawal will be processed soon. At this point, I've almost given up hope. The withdrawal amount is not a bonus but real money. The casino seems to make no effort to address my issue. I urgently need help!

Ich habe am 16.12.2024 eine Auszahlung über 800,00€ im Casino Crownplay beantragt. Am 17.12.2024 und am 18.12.2024 habe ich weitere Auszahlungen in Höhe von 800,00€ beantragt. Also insgesamt 2400,00€. Nach ca. 5 Tagen habe ich dem Support das erste Mal geschrieben, dass die Auszahlungen nicht bearbeitet werden. Der Support hat mir daraufhin täglich versichert, dass alles seine Richtigkeit habe und über Weihnachten alles länger dauern würde. Aber auch nach Weihnachten wurden die Auszahlungen nicht bearbeitet. Ich schreibe mittlerweile täglich E-Mails und mit dem Live-Chat und mir wird dort täglich versichert, dass die Auszahlung bald erfolgen wird. Mittlerweile habe ich die Hoffnung beinahe aufgegeben. Bei dem Auszahlungsbetrag handelt es sich um keinen Bonus, sondern um reales Geld. Das Casino macht keinerlei Anstalten sich um mein Problem zu kümmern. Ich benötige dringend Hilfe!

Dear Narcotycz,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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.

Best regards,

Tomas

Hello Tomas. Here are some answers to your questions:

-I have had successful payouts in the past, but the amounts were much smaller

- A KYC verification has not been necessary so far. The casino does not currently require any. This is confirmed by the website and also by the support

-The money is not a bonus

Thanks for your help

Hallo Tomas. Hier einmal eine Beantwortung der Fragen:

-In der Vergangenheit hatte ich bereits erfolgreiche Auszahlungen, jedoch deutlich geringere Summen

- Eine KYC-Überprüfung war bisher nicht nötig. Das Casino fordert momentan keine ei. Das bestätigt die Website und auch der Support

-Bei dem Geld handelt es sich um keinen Bonus

Danke für deine Hilfe

Has the casino processed your payout since your last reply?

If not, could you please share any recent communication between you and casino support discussing the issue?

Share it here or send the information to my email at [email protected]

Dear Narcotycz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.