CrownPlay Casino - I prelievi dei giocatori sono ritardati.

Subject: Complaint about pending payment

Ladies and Gentlemen

I would like to file a complaint regarding my pending withdrawal. On Tuesday [date], I requested a withdrawal of 500 euros through your online casino, which has not yet arrived in my account today, over a week later.

Since then, I have requested additional withdrawals every day, so I now have three withdrawals pending, totaling €1,500. I currently have an additional €2,000 in my account, and I am concerned that I may have to wait two months or more for these amounts to be processed and paid out.

I urgently request that you clarify the matter and process my withdrawals quickly. It is very disappointing that such delays occur despite our previous experience with your casino.

I look forward to a timely response and confirmation that my withdrawals will be processed promptly.

Best regards

cornelia m.

Betreff: Beschwerde über ausstehende Auszahlung

Sehr geehrte Damen und Herren,

ich möchte hiermit eine Beschwerde bezüglich meiner ausstehenden Auszahlung einreichen. Am Dienstag, den [Datum], habe ich eine Auszahlung von 500 Euro über Ihr Online-Casino beantragt, die bis heute, über eine Woche später, noch nicht auf meinem Konto eingegangen ist.

Seitdem habe ich täglich weitere Auszahlungen beantragt, sodass inzwischen drei Auszahlungen offen sind. Es handelt sich dabei insgesamt um einen Betrag von 1.500 Euro. Momentan befinden sich zusätzlich 2.000 Euro auf meinem Konto, und ich bin besorgt, dass ich möglicherweise zwei Monate oder länger auf die Bearbeitung und Auszahlung dieser Beträge warten muss.

Ich bitte Sie dringend um eine Klärung des Sachverhalts und eine schnelle Bearbeitung meiner Auszahlungen. Es ist sehr enttäuschend, dass trotz der bisherigen Erfahrungen mit Ihrem Casino solche Verzögerungen auftreten.

Ich freue mich auf eine zeitnahe Rückmeldung und die Bestätigung, dass meine Auszahlungen umgehend bearbeitet werden.

Mit freundlichen Grüßen

cornelia m.

Dear mellacherc,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello

after 8 days 500 paid out I still have 1500 to pay out 3 times each with 500.- it can't be that I now have to wait 7 to 8 weeks for my money

Hallo

nach 8 Tagen 500 ausbezahlt I hab noch 1500 zur Auszahlung 3 mal jeweils mit 500.- es kann ja net sein das i jetzt 7 bis 8 Wochen auf mein Geld warten muss

Thank you for your response. According to the casino's Terms and Conditions, the withdrawal limits for players with the lowest VIP level are 500€ per day and 7000€ per month. Could you please specify how many pending withdrawal requests are currently in your account?

Have you received any additional winnings in the meantime?

Dear mellacherc,

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.