CrownPlay Casino - A retirada do jogador está atrasada.

Hi I have won some money I can only withdraw 1200 at a time first withdrawals were paid into my account in 3 days but now I have 3 pending withdrawals from the 10th 11th and 12 th august $3600 which is well over the 14 days I still wish to withdraw the rest and I am concerned it will take months I have $3600 pending and $ 12500 still to withdraw cheers

Hello,

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

• When was your last payout from the casino processed and reached your bank account/e-wallet?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share screenshots of your withdrawal requests with me? Send the screenshots to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

My last 2 payouts were received on the 9/8 and the 11/8/25 and paid in 3 days my last requests it has been 20 days

I have sent screen shots as requested

no bonuses were used or are any currently active

I have reached out a couple of times to crownplay with the live chat and they tell me the same thing that they apologise for the delay and they are working on it

I have also sent an email to support

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla (karla.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.

Thank you for your assistance

Hello Joeyallen,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from CrownPlay Casino into this conversation.

Dear CrownPlay Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear Joeyallen,

We would like to inform you that as of today, all three of your pending withdrawal requests totaling $3,600 have been successfully processed.

We truly appreciate your patience and cooperation throughout this period and remain available should you have any further requests or questions.

Kind regards,

Crownplay Casino Team

Thank you so much I have received the $3600 I still wish to withdraw the rest $12500 hopefully no issues with future withdrawals thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Joeyallen,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla