Complaint #19 CrownPlay Casino

Casino denying refund for self exclusion

By Priyajayarah

1 year ago

On 31st January 2025, I submitted a self-exclusion request to Crown Play Casino, asking for my account to be excluded in accordance with responsible gambling practices.

Unfortunately, my request was ignored, and my account remained active. As a result, between 3rd February and 8th February, I was able to deposit a total of $7,845 — during a period when my account should have been locked and inaccessible.

The casino only processed the exclusion on 8th February, a full eight days after my initial request. I have contacted customer support requesting a refund of the deposits made during this time, but they have refused, claiming no wrongdoing on their part.

This is a clear failure to uphold responsible gambling obligations and shows negligence in handling a time-sensitive and serious matter. I am requesting that Crown Play Casino refund the full amount of $7,845, as these transactions occurred after I explicitly requested self-exclusion.

I have supporting evidence, including emails and timestamps of communication, which I am happy to provide upon request.

Thank you for reviewing my complaint. I hope this issue can be resolved fairly.

Disputed Casino CrownPlay Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that CrownPlay Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

CrownPlay Casino

• Representative

1 year ago

Dear all,

Thank you for your patience during this time.

We kindly urge the AskGamblers team to review the evidence sent to support@askgamblers.com and let us know if it is sufficient to give their final verdict.

Kind regards,
CrownPlay Team

Priyajayarah

1 year ago

Dear AskGamblers Team,

I want to clarify an important point regarding CrownPlay’s statements.

On 31 January 2025, I did not request a simple account closure. I explicitly requested self-exclusion (see attached email). My words were:

“Please self exclude me from your casino. I am spending so much money. I do not want to continue this way.”

Self-exclusion is a formal responsible gambling measure. It must be applied immediately and cannot be revoked by later bonus offers, conversations, or account activity.

Despite my clear request, CrownPlay:
• Left my account open from 31 Jan until 8 Feb 2025.
• Allowed me to deposit NZD $7,845 between 3–8 February 2025.
• Attempted to tempt me with further bonus offers, cashback, and even a $1,000 “VIP bonus” instead of actioning my exclusion .
• Finally processed the exclusion only on 8 Feb 2025, a full eight days late, and only after repeated reminders from me on 5 Feb and 8 Feb where I specifically stated that deposits made after my exclusion request should be refunded .

This is not a matter of misunderstanding. It is a failure to act on a direct, unambiguous self-exclusion request, and therefore a breach of responsible gambling obligations.

Under industry standards such as the UKGC Social Responsibility Code (3.5: Self-Exclusion) and the MGA Player Protection Directive, operators are required to act on exclusion requests immediately, with no exceptions. Even offshore regulators like Curaçao require operators to honor self-exclusion requests as part of their licensing conditions. CrownPlay’s own Responsible Gambling policy also promises to implement exclusions within 24 hours — yet in my case they failed to do so.

For this reason, I respectfully request that AskGamblers consider my evidence and direct CrownPlay to refund the NZD $7,845 deposited between 3–8 February 2025 after my exclusion request.

Kind regards,
Priya Jayaraj

AskGamblers

• Support Team

1 year ago

Dear CrownPlay Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

CrownPlay Casino Complaint Stats

Resolved 21 / 21

Avg. Amount $1,452

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

CrownPlay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 18 out of 18 complaints in this category have been resolved.

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

CrownPlay Casino Complaints

See all complaints for this casino

Delayed 2400AUD withdrawal

Hello everyone, I fill a complaint regarding my delayed withdrawal at CrownPlay.

I submitted my initial request of 800 AUD earlier this week, and since then my withdrawal requests have been stacking up. Live support says everything is okay, although the delay is not normal according to the terms provided by the casino, that is what worries me.

Other than that, my account doesn't need verification and live support claims that my withdrawal is the highest priority.

I would really appreciate if CrownPlay could manually check what's up my withdrawals and finally process my withdrawal requests.

Thank you everyone

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$2,400

Is not paying my withdrawals after 2 weeks

I am submitting this complaint because I have experienced an unacceptable delay in the processing of my withdrawal of 720$.

My withdrawal request was approved and I was repeatedly assured by customer support that my payment would be processed “shortly” or “as soon as possible.” Despite these assurances, the promised timeframe has long passed, and I still have not received my funds.

Over the past several days, I have contacted customer support multiple times. Unfortunately, I continue to receive the same generic responses without any concrete explanation, estimated payment date, or evidence that my withdrawal is actually being processed.

As a player, I have fully complied with all verification requirements and have provided every document requested. I have acted in good faith throughout this process, yet the casino has failed to meet its own stated withdrawal timelines and has not communicated transparently.

I am not asking for special treatment. I am simply requesting that my approved withdrawal be processed immediately or that the casino provide a clear and truthful explanation for the ongoing delay.

I hope AskGamblers can assist in resolving this matter fairly and encourage the casino to honor its obligations to its customers.

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Delayed Withdrawal at CrownPlay Casino

I won a total of 5,500 EUR at CrownPlay Casino, and I submitted three separate withdrawal requests of 500 EUR each due to my VIP level daily withdrawal limit.

The withdrawals were submitted on:

May 14
May 15
May 16

All withdrawal requests are still pending (“processing/approval pending”).

According to the casino’s Terms & Conditions, withdrawals are normally processed within 3 business days, however this timeframe has now been significantly exceeded.

I confirm that I did not use any bonus offers, so there are no bonus-related restrictions affecting my withdrawals.

I have contacted support multiple times via live chat and email (around five times), but only received generic template responses without any clear information or timeframe.

On May 21st, I was informed that my case was being reviewed and prioritised, but there has been no progress since then.

No additional documents were requested, my account remains active, and none of the withdrawals have been rejected — they remain stuck in pending status.

I respectfully request assistance in resolving this issue and the release of my pending withdrawals.

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Waiting for my win 1500 euros

Good morning!

I won 1500 euros on Crownplay, and I have made three withdrawal requests, but so far I have not received my winnings and I need them.... I didn't take any bonuses.

Can you pay my winnings, please?

I've been waiting for 6 days, and I'm stressed.

Thank you very much for your compréhension.

I would be grateful.

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Crownplay delaying withdrawals

Hello,

I'm asking Ask Gamblers team to help me to retrieve my funds. This casino won't process my withdrawals now for over two weeks. Customer support and VIP manager are unable to help. I've tried to solve this now for long time but I have no other choice than ask help from Ask Gamblers. They don't require KYC from me, I haven't used any bonuses and I have played casino and sports. I have 10000€ stuck in there.

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Failure to Close Account Due Addiction

I asked crownplay to close my account permanently because of my gambling problem earlier this year. They did not close my account, nor put any restrictions on it. Instead continued sending me bonuses and free bets to encourage me to play again. During this time, I have been allowed to continue to deposit funds even though I asked to be blocked.

I am raising this complaint to permanently close my account and to compensate me for the losses during this time, as I have been asking and asking to close my account because of my debt addiction. I am horrified at your complete lack of care in this matter. I believe a refund of the net deposits during this time and a permanent ban of my account is the only fair solution.

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Withdrawal Delay and Improper Closure of Support by Crownplay

I made a withdrawal in the amount of 2,470 reais on 02/24/26; however, to this day, the money has still not been credited to my account. I contacted customer support several times and received the same excuse every time. This time, however, I took screenshots and am posting them here so you can draw your own conclusions.

Thank you, AskGamblers, for giving me the opportunity to share this report.

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Delayed withdrawal from CrownPlay Casino still no payment after 8 days

Crownplay Casino has not sent the requested withdrawal for 8 days.

The support team keeps saying that everything is fine and that there is just a delay, but I will eventually receive it.

I would appreciate your help with this matter because they keep postponing it, and the promised 3-day timeframe has long passed.

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Two weeks delay they will not payout

I am now on day 11 waiting for my withdrawal of €50. I've sent 50+ emails. Contacted live chat countless times. Copy and paste answers every time. I'm fully verified and broke no rules. They simply ignore my questions when I ask for a reason. And the answers are the same ones over and over. Apologies and nothing done.

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Extremely delayed withdrawal

I have submitted a withdrawal request on June 8th, 2025, but my request has not been reviewed

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I need assistance to process my withdrawal as the timeline well exceeds the standard processing time.

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