Complaint #13 Crowngreen Casino

Refuse to close account after self exclusion request

By Steph42

3 weeks ago

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.

Disputed Casino Crowngreen Casino

Reason Self-exclusion

Amount $2400

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.

Steph42

2 weeks ago

I can confirm that my account has been closed and information has been provided as requested.

Crowngreen Casino

• Representative

2 weeks ago

Dear Askgamblers,

Please be kindly informed that the player's account has already been closed, without the possibility of accessing the account. Also, he has been contacted regarding the initiation of the refund procedure.

At this moment, we`re expecting a reply from the client's side to get the matter fully resolved.

AskGamblers

• Support Team

2 weeks ago

Dear all,

This complaint has been reopened as per Crowngreen Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Crowngreen Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $1,194

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Crowngreen Casino Complaint Summary

Most user complaints about this operator fall under the Responsible gambling category.

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Crowngreen Casino Complaints

See all complaints for this casino

Account Self Exclusion Never Applied

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.

Resolved

$1,050

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.

Unresolved

$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