CrownPlay Casino - Il giocatore dichiara che il pagamento è in ritardo.

Good evening. I won 15,500, I have made 3 withdrawals of 500€ on 23-24-25 and to date I have not made any. Your logarithm does not need verification, it is fine, I had done it in the past since it was credited to me within 5 days. When will I receive this money?

Καλησπέρα σας.Κερδισα 15.500 έχω κάνει 3 αναλήψεις των 500€ 23-24-25 και μέχρι σήμερα δεν έχω κάνει καμια.Ο λογάριθμος σου δεν χρειάζεται επαλήθευση είναι μια χαρά είχα κάνει και στον παρελθόν μια και μου είχαν μπει μέσα σε 5 ημέρες.Θα τα πάρω αυτά τα χρήματα πότε;

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dodo95,

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,
Complaints Resolution Center

So while it says 3-5 business days for withdrawals to be made, do I have to wait 14 days?

Δηλαδή ενώ λέει 3-5 εργάσιμες ότι γίνονται οι αναλήψεις εγώ πρέπει να περιμένω 14 ημέρες ;

Dear Dodo95,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening,

I would like your help with a problem I am having with the casino verifying my residential address. I have submitted an official document as proof of address, but the casino rejected it, even though the address on the document is exactly the same as the address I have stated in my account. The problem is that I live in a small area where there are no streets and house numbers. For this reason, all my official documents only list the name of the settlement/village and the rest of the address details, without the street and number. I am unable to provide a document that includes information that is not available in my area. I believe that the casino is rejecting the document without taking into account the specifics of my area of ​​residence, even though the information is accurate and fully corresponds to my official documents. I would be very grateful if you could consider my case and, if you deem it appropriate, contact the casino to have the document accepted or to indicate to me what other evidence could be accepted under these circumstances.

The rest of the documents I have sent have been confirmed and that's all that's left for my withdrawals to be made. They canceled 2 out of my 3 and credited the balance back to my account.

Καλησπέρα σας,

Θα ήθελα τη βοήθειά σας σχετικά με ένα πρόβλημα που αντιμετωπίζω με την επαλήθευση της διεύθυνσης κατοικίας μου από το καζίνο.Έχω υποβάλει επίσημο έγγραφο ως αποδεικτικό διεύθυνσης, όμως το καζίνο το απέρριψε, παρόλο που η διεύθυνση που αναγράφεται στο έγγραφο είναι ακριβώς η ίδια με τη διεύθυνση που έχω δηλώσει στον λογαριασμό μου.Το πρόβλημα είναι ότι κατοικώ σε μια μικρή περιοχή όπου δεν υπάρχουν οδοί και αριθμοί κατοικιών. Για τον λόγο αυτό, όλα τα επίσημα έγγραφά μου αναγράφουν μόνο το όνομα του οικισμού/χωριού και τα υπόλοιπα στοιχεία της διεύθυνσης, χωρίς οδό και αριθμό. Δεν έχω τη δυνατότητα να προσκομίσω έγγραφο που να περιλαμβάνει στοιχεία τα οποία δεν υπάρχουν στην περιοχή μου.Πιστεύω ότι το καζίνο απορρίπτει το έγγραφο χωρίς να λαμβάνει υπόψη τις ιδιαιτερότητες της περιοχής κατοικίας μου, παρόλο που τα στοιχεία είναι ακριβή και αντιστοιχούν πλήρως στα επίσημα έγγραφά μου.Θα σας ήμουν ιδιαίτερα ευγνώμων αν μπορούσατε να εξετάσετε την υπόθεσή μου και, εφόσον το κρίνετε σκόπιμο, να επικοινωνήσετε με το καζίνο ώστε να γίνει δεκτό το έγγραφο ή να μου υποδείξουν ποιο άλλο αποδεικτικό θα μπορούσε να γίνει αποδεκτό υπό αυτές τις συνθήκες.

Τα υπόλοιπα έγγραφα που έχω στείλει τα έχουν επιβεβαιώσει και μένει μόνο αυτό για να γίνουν οι αναλήψεις μου.Τις όποιες 2 από τις 3 μου τις ακύρωσαν και μου πίστωσαν πίσω το υπόλοιπο στο λογαριασμό μου.

Dear Dodo95, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla

Good morning

1)I have made a successful withdrawal in the past

2) My verification is delayed due to the residence verification document

3) I collected the profits without active bonuses

For a week now they've been telling me that they're checking my document, I've sent them 20 emails and they're telling me the same thing. I'm really grateful for your help!

4

Καλημερα σας

1)εχω κανει μια επιτυχημενη αναληψη στο παρελθον

2) Η επαληθευση μου καθυστερει λογο του εγγραφου επαληθευσης κατοικιας

3) συγκεντρωσα τα κερδοι χωρις ενεργο μπονους

μια εβδομαδα τωρα μου λενε οτι ελεγχουν το εγγραφο μου,τους εχω στειλει 20 εμαιλ και μου λενε τα ιδια.παρακαλω πολυ για την βοηθεια σας !

4

Dear ${userName},

Thank you very much for your reply.

To help me better understand your case, could you please share a screenshot of your pending withdrawal as it appears in your casino account?

You can either attach the screenshot directly to this complaint thread or send it to [email protected].

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M,

Good morning, I sent it to your email, just wondering if it would be possible to put me in touch with the casino because they don't answer my emails clearly.

Thank you very much

Καλημέρα σας,σας το έστειλα στο εμαιλ σας απλά αν μπορειται να με φέρεται σε επαφή με το καζίνο γιατί δεν μου απαντάνε στα εμαιλ ξεκάθαρα .

ευχαριστώ πολύ

Hello,

Thank you very much for your help.

Yesterday I sent you the screenshot of my pending withdrawal, as you requested. My withdrawal has been pending since June 23, 2026 and the delay is now very long, which is very worrying to me.

If possible, I would be really grateful if you could look into my case as soon as possible. I really appreciate your help and time.

Thank you in advance.

Γεια σας,

Σας ευχαριστώ πολύ για τη βοήθειά σας.

Χθες σας έστειλα το στιγμιότυπο (screenshot) της εκκρεμούς ανάληψής μου, όπως μου ζητήσατε. Η ανάληψή μου εκκρεμεί από τις 23 Ιουνίου 2026 και η καθυστέρηση είναι πλέον πολύ μεγάλη, γεγονός που με ανησυχεί ιδιαίτερα.

Αν είναι δυνατόν, θα σας ήμουν πραγματικά ευγνώμων αν μπορούσατε να εξετάσετε την υπόθεσή μου το συντομότερο δυνατό. Εκτιμώ πολύ τη βοήθεια και τον χρόνο σας.

Σας ευχαριστώ εκ των προτέρων.

Hello.

I am sending you the screenshot of my conversation with the casino. They replied again that "my documents are being checked and I will be informed once it is completed", but I have received the exact same answer in the past without any substantial progress. My withdrawal has been pending since 23/06 and the verification process has already taken a long time. I would like your help so that there is finally clear information and resolution of the case. I am sending you the screenshot

Γεια σας.

Σας στέλνω το στιγμιότυπο από τη συνομιλία μου με το καζίνο. Μου απαντούν ξανά ότι «ο έλεγχος των εγγράφων μου πραγματοποιείται και θα ενημερωθώ μόλις ολοκληρωθεί», όμως την ίδια ακριβώς απάντηση την έχω λάβει και στο παρελθόν χωρίς καμία ουσιαστική εξέλιξη. Η ανάληψή μου εκκρεμεί από τις 23/06 και η διαδικασία επαλήθευσης έχει διαρκέσει ήδη μεγάλο χρονικό διάστημα. Θα ήθελα τη βοήθειά σας ώστε να υπάρξει επιτέλους σαφής ενημέρωση και επίλυση της υπόθεσης. Σας στέλνω το στιγμιότυπο

"It's been 20 days since I filed this complaint and Crownplay continues to hold my funds, ignoring my account verification (KYC).

Furthermore, since their previous licensing authority (Gaming Curaçao 365/JAZ) has ceased operations, the casino appears to be taking advantage of this transitional period to delay player payouts and completely ignore customer service.

"I am psychologically exhausted by this situation and refuse to gamble my balance again. I kindly request the CasinoGuru mediator to urgently escalate my case directly to the casino's senior management, demanding an immediate solution."

"Έχουν περάσει 20 ημέρες από τότε που υπέβαλα αυτή την καταγγελία και το Crownplay συνεχίζει να κρατάει δεσμευμένα τα χρήματά μου, αγνοώντας την επαλήθευση του λογαριασμού μου (KYC).

Επιπλέον, δεδομένου ότι η προηγούμενη αρχή αδειοδότησής τους (Gaming Curaçao 365/JAZ) έχει παύσει τη λειτουργία της, το καζίνο φαίνεται να εκμεταλλεύεται αυτό το μεταβατικό στάδιο για να καθυστερεί τις πληρωμές των παικτών και να αγνοεί πλήρως την εξυπηρέτηση πελατών.

Έχω εξαντληθεί ψυχολογικά από αυτή την κατάσταση και αρνούμαι να παίξω ξανά το υπόλοιπό μου. Ζητώ ευγενικά από τον μεσολαβητή του CasinoGuru να προωθήσει επειγόντως την υπόθεσή μου απευθείας στην ανώτερη διοίκηση του καζίνο, απαιτώντας μια άμεση λύση."

Dear Dodo95,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Dodo95,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CrownPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.