Complaint #10
Crowngreen Casino
Multiple Self Exclusion Delays
2 months ago
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.
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.
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