CrownPlay Casino - O jogador ainda não recebeu os seus prémios.

Hi unfortunately this is the second time I’ve had to submit a complaint I have recently won some money with crownplay and made withdrawals first 2 were paid within 3 days

then submitted request for withdrawals this time over 20 days I submitted a complaint with you and was paid straight away so again I submitted further withdrawals they lowered my VIP status which reduces the withdrawal amount so again withdrawals have been sitting there since the 5th still pending there is a total of 12500 I wish to withdraw $3200 pending and the $9 300 still in my account I have also done live chats and I am told the same thing to be patient and withdrawals will be paid there is high number of withdrawal requests and that someone will answer my email But 10 days later Nothing

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, 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.

Dear player,

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.

Hi there has been no change no payments made by them I received an email on the 16th to say they have sent my request to the financial department

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino to confirm whether your account verification is fully completed, or if they require any additional documents from you?

How many pending withdrawals do you currently have, and what are their individual amounts and submission dates?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Hi no bonuses were used and they have paid some withdrawals from the winning amount but taking more than 20 days each time I have sent an email requesting full amount pending $3200 and $9300 that is in my account to be paid out I have live chat with them and also sent a couple of emails no response

I have sent an email to the address you provided with all requested info thank you

Dear player, how much have you already received from the recent withdrawal requests?

Have you submitted any new withdrawal requests since then? If yes, please specify the amounts and submission dates.

How much money do you currently still have in your casino account?

Hi a withdrawal request for $1200 was submitted on the 5/9/25

another withdrawal request for $1200 was submitted on the 6/9/25

and then one was submitted on the 7/9/25 for $800

I havnt recieved any of these withdrawals as yet I can’t even go into the cashier page now havnt been able to load that page for 3 days I still have $9300 in my account so in total $12500 still to be paid

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Joeyallen,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter in order to place your withdrawals in priority status.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Crownplay Casino team

Thank you for your response you stated you have contacted relevant department and my withdrawals placed as priority status it has currently been 26 days and what about the $9300 still in my account I also would like this paid so I don’t have to go through this each time I request a withdrawal

Hello thank you I have just recieved 2 payments of $1200 and the withdrawal for $800 was declined ??? Now I have $10,100 in my account and iam told to submit another withdrawal request so here we go again !! how do I get the entire amount of $10,100 paid out

am I going to have to go through this every time for the next few months until I am paid out?

Dear Joeyallen,

We hope this message finds you well.

We would like to inform you that your latest withdrawals were cancelled by the payments provider. We advise you to use an alternative payment method for your next withdrawals or a payment method you used on your last successful withdrawal transaction.

Best regards,

Crownplay Casino Team

ok I’ve submitted my withdrawal request via bank acc

no one still has given me an answer on how to withdraw the full amount in my account without having these hassles i originally won the money in August and it’s now October and only only 1/2 the money has been paid

again how do I withdraw the full amount in?

Dear Joeyallen,

Regarding your question, please refer to the following points of our terms and conditions:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

• Level 1 800 AUD per day / 10500 AUD per month.

6.14 The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

Furthermore, we would like to inform you that your latest withdrawal request has been escalated to the finance department and is being handled with priority. We will update you on the status of your withdrawal.

Best regards,

Crownplay Casino Team

I have read the terms and conditions also Thank you for your response and I appreciate you prioritising my withdrawals

As you won’t pay out the full amount in one go will my other withdrawal requests be prioritised each time I make a request? You have stated max withdrawals 3 pending at any time and max amount for the month is $ 10500 I’m not even receiving 1/2 of that per month

in your terms and conditions 6.15 it states that requests for withdrawals are worked through by your financial team within 3 business days provided that all conditions are met and checks are completed I believe that conditions are met each time and that because some of my winnings have been paid to me in the past couple of months all checks should also be satisfactory

I believe there should be no reason for delays of weeks

Dear user,

Please inform us whenever you receive the withdrawal so we know everything is okay.

Thank you.

Regards,

Romi

Hi Romi the issue I’m having is when I submitted the first complaint I had 3 pending withdrawals which once a complaint was put to you they paid I submitted further withdrawals and the same thing happened I needed to submit a complaint before they paid

Because I have won several thousand dollars and can only withdraw 800 a day max of 3 pending I will need to keep submitting withdrawal requests until the amount is paid out except they are taking more than 20 days each time and I need to submit a complaint before they pay so it has been 10 weeks/ 3 months and I have recieved $9080

I now have another 3 pending withdrawals total $2400 and $6900 still in my account they are paying but very slowly and after complaints are submitted then they only address the pending amount cheers jo

Hi I just received my 3 pending withdrawals thank you crownplay I have 9 more withdrawals to go before whole amount is received I will keep you updated thank you

Dear user,

Please inform us what the whole disputed amount of your current complaint is and how much you have already received from this amount.

We will keep the complaint open until you tell us that everything has been resolved.

Thank you.

Respectfully,

Romi

Hi at the moment Crownplay are paying withdrawals same day as requested

thank you Crownplay

I have just submitted request for $800 and have $3700 to go

I will let you know once the total amount is paid out if crownplay keep paying withdrawals on the same day should only be another 5 days

thank you

Thank you for the update.

Please reply to this question, though:

What is the whole disputed amount of this complaint? That means the whole amount you would like to withdraw from this casino. The money you have already received, plus how much you are still waiting on.

We need this information to set the amount right.

Thank you.

Respectfully,

Romi

Hello Romi respectfully I have messages within this chat/ complaint updating the amounts they have paid and what is left

when I first submitted the complaint the amount was $12500 as of today they have paid $8800 there is 800 pending withdrawal and $2900 left in my account

Thank you for the information. We will wait now for your update.

Best regards,

Romi

Hi just an update I only have 3 pending withdrawals left 2 for $800 and 1 for $500 total $2100 that’s it once this is paid all money will be paid out

Pending withdrawal for $500 paid thank you crownplay $1600 left pending

Hi just received my last 2 pending withdrawals thank you crownplay

thank you casino guru team for your support this is a great service I have now learnt my lesson with online gambling

cheers

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,

Romi