Complaint #11 Crowngreen Casino

Account Self Exclusion Never Applied

By ohoule

1 month ago

I contacted Crowngreen to close my account on September 6th and mentioned I have a gambling issue. Not only did they failed to close my account, but encouraged me to stay and play.

I have the screenshots of the conversations with multiple managers and this costed me 1050$ CAD.

I ask Crowngreen to close my account and refund the 1050$ CAD. They keep sending me personal bonuses so I play and deposit and lose more.

Disputed Casino Crowngreen Casino

Reason Self-exclusion

Amount $1050

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

ohoule

2 weeks ago

Hi AskGambler and Crowngreen teams, I'm happy to say that the case is now resolved.

AskGamblers

• Support Team

2 weeks ago

Dear @ohoule,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Crowngreen Casino

• Representative

2 weeks ago

Dear Askgamblers,

As mentioned above, we have reached out to the player regarding the refund initiation and have already processed the refund.
Please let us know if the complaint can be considered closed now.

Thank you.

Crowngreen Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $981

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Crowngreen Casino Complaints

See all complaints for this casino

Delayed payment after large win

Hello,

I am a VIP player on CrownGreen. My experience so far as been good- They have paid my winnings without a problem. Usually it would take 1-3 days but they would always pay me. However, that only lasted until I had a big win.

I have had pending withdrawals since October 14th, and then CrownGreen decided to manually cancel them. I asked what happened and they told me there was a "processing error". I had to resubmit my withdrawal. Now I have $15,000 CAD balance in pending withdrawals. I keep contacting support and they tell me that it is up to the Finance Department, but then nobody is processing my withdrawals. They say they need to review it, but then don't.

My account is fully verified.

From their terms of service: 6.5. Withdrawal requests are usually processed within one (1) hour. In rare cases, processing may take longer, up to a maximum of five (5) banking days, depending on the payment method, additional account verification, or public holidays.

Please process my withdrawals right away. I do not intend on wagering any more until this is done.

If CrownGreen pays my winnings, I am willing to show everyone publicly that they have paid their winners and mark this as resolved.

Thank you.

57h left

$15,000

Refuse to close account after self exclusion request

On September 14th I sent an email to self -exclude from Crowngreen Casino saying I was gambling too much and that, instead of following responsible gambling regulations, they emailed back about taking a break or getting a lucky personal offer, making it virtually impossible to self-exclude when I am struggling with gambling. I made the same request twice in the same day on the 14th, and they replied within minutes of my first email but continued to allow me access. I have since lost over $2400 when my account should have been closed as soon as I asked.

Resolved

$2,400

Multiple Self Exclusion Delays

I am requesting AskGamblers’ assistance with a dispute involving Crowngreen Casino.

On August 21, 2025, I contacted Crowngreen and informed support that I had a gambling problem. I clearly requested that my account be permanently closed. Instead of closing the account, I was told that someone would contact me by email. I never received that follow-up, and my account remained open.

On April 20, 2026, I returned to the casino and again requested that my account be permanently closed. Rather than immediately processing my request, the closure process was delayed. During these conversations I was offered bonuses and promotional benefits and was encouraged to change the way I gambled instead of having my account closed.

After submitting a formal complaint directly to Crowngreen, I was again told that someone would contact me. I never received a response to that complaint. Despite my repeated requests for permanent closure and my disclosure of a gambling problem, I have continued to receive promotional marketing emails from the casino.

Because my account remained active, I was able to continue depositing and gambling after I had repeatedly asked for permanent closure.

Crowngreen has informed me that my total deposits were approximately $7,500. Unfortunately, I cannot access my complete transaction history, so I am only requesting reimbursement of $2,900, representing the deposits I made after my second request for permanent account closure.

I have retained screenshots and correspondence showing my requests to permanently close my account, the responses I received from support, and my formal complaint.

I respectfully ask AskGamblers to assist in resolving this matter and request that Crowngreen review my case and refund the $2,900 deposited after my second request to permanently close my account.

If any more documentation is required, I am happy to assist.

Thank you for your time and assistance.

9h left

$2,900

Account closure failure

I would like some help regarding about my account closure request from Crowngreen.

I contacted them Crowngreen on January 15 to get my account permanently closed. On January 29, 2026, I got a reply that stated my account had now been closed (see attachment below).

I did not request them to open my account again, however I log in and my account still active, since it was not closed as I wished. I deposit a total of $650 CAD, and lost them all.

I would like a refund, since based on casino email and confirmation, it should be closed and I ought not to deposit and lost the $650. Moreover, I would like to get my account closed permanently.

Resolved

$650

Took 480 dollars from me

I had used a free spin bonus earlier in the day. Played what I won from the free spins until it wasn't possible to spin as the balance went well below minimum bets. I beleive it was .04 cents. I could figure it out but they won't send me my play history. I then deposited 6 hrs later, won 480.00 dollars, went to withdraw. It said I had an active bonus which should have cancelled automatically with such a low balance. So I did what I have done on many, many, many other sites when the active bonus from previous deposits didn't automatically finish. I canceled it as none of these bets were obviously with bonus funds as I didn't have any bonus funds besides .04c. They then said when I contacted them that I won the 480.00 dollars with bonus money, which was not possible. Please help me get this sorted out. They won't even reply to me anymore.

Resolved