CrownPlay Casino - Il ritiro del giocatore è ritardato.

I am constantly experiencing issues with this casino. I requested my first withdrawal on August 5th, and two days later, a withdrawal of 500. The chat support keeps stalling. This is not trustworthy.

Ich habe permanent Probleme mit diesem Casino. Die erste Auszahlung habe ich am 05.08 beantragt, Zwei Tage später Auszahlung 500. Der Chat vertröstet nur. Das ist nicht seriös

Dear waldhofitter,

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,

Kristina

Hello, that actually seems to be your standard answer.

I've been waiting for my payout for a week now, but unfortunately nothing is happening, which doesn't seem very serious to me.

Please just pay out my winnings.

greeting

Gerlinde

Guten Tag, das scheint tatsächlich ihre Standardantwort zu sein.

Ich warte jetzt schon wieder seit 1 Woche auf meine Auszahlung, nur leider passiert nichts, das kommt mir nicht gerade seriös rüber.

Bitte zahlen Sie doch einfach meine Gewinne aus .

Gruß

Gerlinde

Thank you for your reply, waldhofitter. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Well, I'm curious, I just wonder why they advertise 3 working days in their terms and conditions, that's not serious

Na da bin ich mal gespannt, ich frage mich nur warum sie in den AGBs mit 3 Werktagen werben, das ist nicht seriös

The chat keeps saying that they see that the payout is about to be completed, every day new excuses

Der Chat sagt dauernd das sie sehen das die Auszahlung kurz vor dem Abschluss ist, jeden Tag neue Ausreden

Somehow it's not working with the casino, it just doesn't pay out. On August 5, 2024, I had a draw where I would have won at least 500 euros, they interrupted it and only credited me with 100 euros.

The history was of course not clear. This is really not serious, I can only warn against depositing money there

Irgendwie klappt es nicht mit dem Casino, es wird einfach nicht ausbezahlt. Am 05.08. 2024 hatte ich eine Ausspielung wo ich mindestens 500 Euro gewonnen hätte, die haben das unterbrochen und mir nur 100 Euro gutgeschrieben.

Der Verlauf war natürlich nicht ersichtlich. Das ist echt nicht seriös, ich kann nur warnen dort einzuzahlen

Just fairy tales, they really don't deserve the stars

Nur Märchen, die Sterne haben sie wirklich nicht verdient

Today is the 11th day, the chat has automated answers and customer service does not answer, it is frustrating, I have been in contact with the casino every day and am just being kept waiting

Heute ist der 11. Tag, der Chat hat automatisierte Antworten, und der Kundendienst antwortet nicht, es ist zum verzweifeln, ich habe jeden Tag Kontakt zu dem Casino und werde nur hingehalten

This came today

Das kam heute

Hello, today my withdrawal of 500 EUR was credited back to my player account. This is fraud

Guten Tag, heute wurde meine Auszahlung von 500 EUR wieder auf mein Spielerkonto zurück gebucht. Das ist Betrug

Now they have blocked my account too, that's not okay

Jetzt haben die auch noch mein Konto gesperrt, so geht das nicht

Account is open again, but I was blocked from chatting and customer service is not responding.

At the weekend, my withdrawal of 500 euros was credited back to my player account and was topped up with a bonus.

Konto ist wieder offen, aber ich bin beim Chat gesperrt wurden, der Kundendienst antwortet nicht.

Am Wochenende wurde meine Auszahlung von 500 Euro auf das Spielerkonto zurück gebucht und mit einem Bonus belegt.

Apparently there were problems with my payment provider.

I find these machinations very borderline.

The 300 euros were paid out in the hope that I would close this case, but I am still waiting for my 500 euros

Angeblich gab es Probleme mit meinem Zahlungsanbieter.

ich finde diese Machenschaften sehr grenzwertig.

Die 300 Euro wurden zwar ausgezahlt wohl in der Hoffnung das ich diesen Fall schließe, ich warte weiter auf meine 500 Euro

Thank you for your reply, waldhofitter.  Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that only one of two withdrawals was processed successfully?
• Could you please advise us on the current status of the missing withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you.

Hello, yes only 300 EUR have been received.

The other 500 euros were credited back to my player account and were given a bonus.

I immediately requested a new withdrawal, then customer service said my bank had refunded the money, but that can't be the case because I didn't receive any confirmation of the withdrawal.

The fact is that the casino has refunded the money and added a bonus.

In response to my request, I once again received a message saying they were sorry and that I should wait 3-5 working days.

This is all very dubious

Guten Tag, ja es sind nur 300 EUR eingegangen.

Die anderen 500 Euro wurden zurück auf mein Spielerkonto gebucht und mit einem Bonus belegt.

ich habe direkt eine neue Auszahlung beantragt, dann hieß es vom Kundendienst meine Bank hätte das Geld zurück gebucht, kann aber gar nicht sein, da ich keine Auszahlungsbstätigung erhalten habe.

Fakt ist das Casino hat das Geld zurück gebucht und mit einem Bonus belegt.

Auf meine Anfrage erhalte ich mal wieder die Nachricht wie leid es ihnen tut und ich soll erstmal 3-5 Werktage warten.

Das ist alles sehr unseriös

As it looks, I can't log into my account or contact support or chat at the moment

So wie es aussieht kann ich mich derzeit weder im Konto anmelden noch den Support bzw. den Chat kontaktieren

I wanted to ask again, have you contacted Crown Play yet?

As I said, I have been waiting for 20 days for the 500 euros

Ich wollte nochmals nachfragen, haben sie mittlerweile Kontakt zum Crown Play aufgenommen?

wie gesagt ich warte jetzt bereits 20 Tage auf die 500 Euro

Hello Cristina, unfortunately I haven't received any response at all. Have you been able to achieve anything regarding my payout?

Greetings

Hallo Cristina, leider bekomme ich überhaupt keine Antwort mehr, hast du bezüglich meiner Auszahlung schon etwas erreichen können?

Grüsse

Today is the 21st day, and again this fraudster has transferred the money back to my casino account. Why did I file a complaint here if nothing is done? What they are doing is criminal and fraudulent

Heute der 21. Tag, und wieder hat dieser Betrügerverein das Geld auf mein Casinokonto zurück gebucht. Wozu habe ich hier eine Beschwerde eingereicht wenn nichts gemacht wird? Das was die machen ist kriminell und Betrug

Players should be protected from such a casino, but the security factor is very high

Die Spieler sollten vor so einem Casino geschützt werden, aber der Sicherheitsfaktor ist jaa sehr hoch

Thank you very much, waldhofitter, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

OK, thank you, I hope you can help me, waiting 22 days for the money is very dubious and it was also booked back into the player account twice. Apparently it was my bank's fault. So now I have to say I had a lot of patience, but this is really a scam

Ok, Dankeschön, ich hoffe Sie können mir helfen, 22 Tage auf das Geld warten ist schon sehr unseriös und auch noch zweimal auf das Spielerkonto zurück gebucht. Angeblich ist meine Bank schuld. Also mittlerweile muss ich sagen ich hatte sehr lange Geduld, aber das ist wirklich Betrug

Can you please contact the casino?

Können sie bitte mit dem Casino in Kontakt treten?

Dear waldhofitter,

I’m Kubo, and I’ll be handling your complaint from this point forward. If there have been any updates since the last communication, please feel free to share them with me.

I’d like to invite representatives from CrownPlay Casino to join this discussion and provide any information that could help resolve the issue.

As CrownPlay Casino doesn’t yet have a registered representative account on our platform, they won’t be able to respond directly in this thread. However, I have already reached out to them through an external channel and am currently awaiting their reply. I’ll keep you updated with any developments as soon as I hear back from them.

Thank you for your understanding and patience.

Best Regards,

Kubo

Hello, unfortunately there is no news yet. Thank you for your efforts, I hope the problem can be solved soon.

Hallo, leider gibt es noch keine Neuigkeiten. Danke für ihre Bemühungen, ich hoffe das sich das Problem bald lösen lässt.

Hello, I just wanted to let you know that the money was credited to my account today.

Hallo, ich wollte nur Bescheid geben das das Geld heute auf meinem Konto gebucht wurde.

Dear waldhofitter,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo