CrownPlay Casino - O pedido de retirada do jogador está atrasado.

Hello,

At the end of the week before last, I thought I'd struck it lucky by winning €7,000 at the CrownPlay online casino. However, as I read in other complaints, the classic issue of not receiving my withdrawal also happened to me. Since I could only make a maximum of three withdrawals, each worth no more than €500, I requested the first withdrawals on 30th November. Unfortunately, nothing has happened since then. No verification has been requested, and the support team hasn't responded to my emails. Only the live chat answers my inquiries, but they keep running me around in circles. They say the finance department will be contacted, etc., but it's all just excuses and apologies. Once, I was told to independently cancel a withdrawal and use a different payment method for the withdrawal. Completely nonsensical. It seems like they're just trying to restart the three-business-day period mentioned in the terms and conditions. Very unprofessional. What can I do now to get my €7,000?

Hallo,

Ende vorletzter Woche habe dich durch (damals dachte ich noch es wäre Glück) 7000 im CrownPlay online Casino gewonnen. Gemäß der anderen Beschwerden kam dann auch bei mir der Klassike: Auszahlung kommt nicht. Da ich maximal nur 3 Auszahlungen je im Wert von mx. 500 € auszahlen konnte, habe ich dann direkt am 30.11. die ersten Auszahlunngen beantagt. Ab dann ist leider nicht mehr passiert. Es wird weder eine Verifizierung verlangt, noch antwortet der Support auf meine Emails. Einzig der Live-Chat beantwortet meine Anfragen. Leider aber wede ich nur hingehalten. Die Finanzabteilung würde kontaktiert werden bla bla bla. Nur Ausreden und Entschuldigungen. Einmal wurde mir mitgeteilt, ich sollte eine Auszahlung eigenständig stornieren um dann ein anderes Zahlungsmittel für die Auszahlug zu nutzen. Alles unsinn. Die wllte nur erreichen das die in den AGB´s stehenden 3 Werktage wider anlaufen. Echt unseriös. Was kann ich nun tun um meine 7000 € zu bekommen?

Dear AlexJ0801,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Thank you for the quick response. I already knew about the 14-day period from other users' posts. Problem: According to the overview, no verification is required. I have already discussed this in the live chat. However, I have not yet been asked to carry out verification.

Hallo,

vielen Dank für die schnelle Rückmeldung. Den Zeitraum der 14 Tage war mir schon bekannt durch die Beiträge anderer User. Problem: Laut Übersicht ist keine Verifizierung erforderlich. Das habe ich im Live-Chat bereits thematisiert. Dennoch wurde ich bislang nicht aufgefordert eine Verifizierung durchzuführen.

Hey people,

So something has actually happened. I can perhaps allay some of the worries of other affected people. So far I have received 4000 of the 7000€. Since I can only withdraw 500 per day, of course it all takes time. The processing time varies greatly. Sometimes it happens on the same day, sometimes you have to wait longer than the stated 3 days. I currently have 1000€ in the withdrawal and 2000 left in my account. I'm curious to see how long it will take until I receive everything. Despite many different messages, I'm still being paid out. However, to date, no verification has been carried out or requested from me. I'm not used to that. Nevertheless, the money is coming. It's now up to support to close the case or wait until the entire 7000€ has been paid out in full. If the case remains open, I'll be happy to keep you updated. Many thanks to the Casino Guru team for your support!

Hey Leute,

also es hat sich tatsächlich etwas getan. Ich kann vielleicht anderen Betroffenen etwas die Sorge nehmen. Bislang habe ich 4000 von den 7000€ erhalten. Da ich immer nur pro Tag 500 abheben kann, dauert das natürlich alles. Die jeweilige Bearbeitungsdauer variiert stark. Manchmal geht’s noch am gleichen Tag, manchmal muss man auch länger warten als die angegebenen 3 Tage. Habe jetzt aktuell 1000 € in der Auszahlung und noch 2000 auf dem Konto. Bin mal gespannt wie lange es dauert bis ich alles erhalte. Dennoch wird trotz vieler andersartiger Meldungen bei mir ausgezahlt. Eine Verifizierung wurde allerdings bis heute nicht durchgeführt oder von mir verlangt. Das kenne ich eigentlich nicht so. Dennoch kommt das Geld. Es liegt jetzt am Support den Fall zu schließen oder zu warten bis die gesamten 7000€ vollständig ausgezahlt wurden. Sollte der Fall offen bleiben, halte ich euch gerne auf dem laufenden. Vielen Dank an das Casino Guru Team für eure Unterstützung!

Thank you very much for the update, AlexJ0801. Of course, I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Dear AlexJ0801,

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.