CrownPlay Casino - Вывод средств игроками задерживается, а использование бонусов ограничено.

Big scammers. They constantly delay withdrawals, (I haven't managed to complete SOMETHING), they don't let me make more than 3 per week (that's what they told me when I asked for a limit increase) while advertising fake offers.

More specifically, on my profile, today it was (still is) showing an 80% deposit bonus available. I make the deposit and the bonus is nowhere to be found. I ask what happened and they tell me it has expired. After 4 hours from the supposed expiration of the offer, the offer is still up. If that were not the case, I would not have made the deposit. I also buy a 5 euro bonus with coins, I make them 220+ and when I complete the required betting amount the money (it was around 170 euros at the time) disappears. I ask support and they tell me that this particular bonus has a limit on profits. Something that is not stated either on the coins page, or when you buy the bonus, or when it is activated, or in the terms and conditions, and there is no link anywhere to refer you to somewhere that clarifies it. I talk to support and they, without answering any questions, without sending me the terms, tell me "that's how it is" and end the conversation without solving any of my problems.

Μεγάλοι απατεώνες. Συνεχώς καθυστερούν τις αναλήψεις, (δεν έχω καταφέρει να ολοκληρώσω ΟΥΤΕ ΜΙΑ) δεν με αφήνουν να κάνω πάνω από 3 τη βδομάδα (έτσι μου είπαν όταν ζήτησα αυ΄ξηση των ορίων) ενώ διαφημίζουν ψεύτικες προσφορές.

Πιο συγκεκριμένα, στο προφίλ μου, σήμερα έβγαζε (ακόμα το βγάζει) διαθέσιμα μπόνους 80% με κατάθεση. Κάνω την κατάθεση και πουθενά το μπόνους. Ρωτάω τι έγινε και μου λένε πως έχει λήξει. Μετά από 4 ώρες από την υποτιθέμενη λήξη της προσφοράς, η προσφορά είναι ακόμα πάνω. Αν δεν ήταν αυτό δεν θα έκανα την κατάθεση. Επίσης αγοράζω μπόνους 5 ευρώ με νομίσματα, τα κάνω 220+ και όταν ολοκληρώνω το απαιτούμενο ποσό στοιχηματισμού τα χρήματα (170 ευρώ περίπου ήταν εκείνη τη στιγμή) εξαφανίζονται. Ρωτάω στην υποστήριξη και μου λένε πως έχει όριο το συγκεκριμένο μπόνους στα κέρδη. Κάτι που δεν αναγράφεται ούτε στη σελίδα με τα κέρματα, ούτε όταν αγοράζεις το μπόνους, ούτε όταν το βγάζει στα ενεργά, ούτε στους όρους και τις προ¨ϋποθέσεις και δεν έχει και πουθενά link να σε παραπέμπει κάπου που να το διευκρινίζει. Μιλάω με τη υποστήριξη και εκείνοι χωρίς να απαντήσουν σε κανένα ερώτημα, χωρίς να μου στείλουν τους όρους, μου λένε πως "έτσι είναι" και τερματίζουν τη συνομιλία χωρίς να επιλύσουν κανένα από τα προβλήματά μου.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to better understand your situation.

• Could you please specify how many withdrawal requests are currently pending in your account? If possible, kindly send me a screenshot of your transaction history showing the pending withdrawals, including the dates and amounts submitted.
• Could you also send me the exact link or a screenshot of the bonus you purchased with coins, together with its specific Terms and Conditions?

Please note that bonuses are essentially promotional gifts from the casino, and each casino has its own rules regarding eligibility and usage. It is up to the casino to determine who qualifies for a bonus and under what conditions it is granted. If you are unable to activate a bonus, there is usually a specific reason for it. However, we do not investigate individual eligibility criteria in detail, nor can we require casinos to offer specific bonuses.

Furthermore, I would like to emphasize that according to our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#win-limits), we consider win limits to be unfair and predatory when applied to real-money gameplay. However, we do accept bonus terms and conditions that restrict the maximum cashout from bonus play.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear sketakis,

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.

There are no pending withdrawal requests because I canceled them after a long wait.

I also can't have a history because I deleted my account with the company in question.

Finally, I cannot provide you with the terms and conditions, because wherever I looked, they were not listed anywhere, and when I asked them to send them to me in the live chat, they avoided answering me 3 times and interrupted the conversation. I am sending you 2 screenshots that I had sent in the live chat. One has to do with the bonus that "had expired" but I kept seeing the other one regarding the purchase of coins that does not mention terms and conditions anywhere.

Δεν εκκρεμεί κανένα αίτημα ανάληψης διότι τα ακύρωσα μετά από μεγάλη αναμονή.

Επίσης δεν μπορώ να έχω ιστορικό διότι διέγραψα τον λογαριασμό μου στην εν λόγω εταιρεία.

Τέλος δεν μπορώ να σας παρέχω τους όρους, διότι όπου και να έψαξα δεν αναγράφονταν πουθενά, ενώ όταν ζήτησα να μου τους στείλουν στη ζωντανή συνομιλία απέφυγαν 3 φορές να μου απαντήσουν και διέκοπταν τη συνομιλία. Σας στέλνω 2 screenshot που είχα στείλει στη ζωντανή συνομιλία. Το ένα έχει να κάνει με το μπόνους που "είχε λήξει" αλλά εγώ συνέχιζα να βλέπω και το άλλο σχετικά με την αγορά νομισμάτων που δεν αναφέρει πουθενά όρους και προϋποθέσεις.

Dear sketakis,

Thank you for your response.

After reviewing your statement, we understand that you have already closed your account and that the funds in question have been fully lost during gameplay.

Unfortunately, once an account is permanently closed and there are no available transaction records, account history, or bonus documentation, we are no longer able to verify the circumstances of the complaint or proceed with an investigation.

As for the unavailable deposit bonus, casinos are generally free to determine bonus eligibility and availability, and without additional evidence showing that the offer should have been available at the time of your deposit, we are unable to challenge the casino's decision.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika