Complaint #17 CrownPlay Casino

Crownplay Casino - Casino is delaying verification i withdrawal

By egonols1

1 year ago

Crownplay blocked access to my account and requested documents for verification.

I have sent Crownplay all the documents they have requested.

The final one was sent to them 8 days ago, and I still haven't heard a peep back.

When I contact support, they say it will be resolved quickly, but I see no signs of that.

I have several thousand euros that it looks like they are trying to get out of paying me.

Disputed Casino CrownPlay Casino

Reason Verification issues

Amount €2000

Discussion

AskGamblers

• Support Team

1 year 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.

egonols1

• 3 reviews

1 year ago

I have been paid, so this can be closed. Thank you for your help!

AskGamblers

• Support Team

1 year ago

Dear @egonols1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

CrownPlay Casino

• Representative

1 year ago

Dear AskGamblers Team,

Thank you for your message.

We have already sent a detailed email to you regarding this case, providing all relevant clarifications.

As highlighted in our correspondence, the player’s winnings were fully paid out, and no financial harm was suffered.

Kindly review our communication and let us know if anything further is required.

Best regards,
CrownPlay Casino

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

Resolved

$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.

Resolved

$720

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.

Rejected

€5,500

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.

Resolved

€1,500

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.

Resolved

€10,000

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.

Resolved

€1,795

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.

Resolved

R$2,470

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.

Resolved

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.

Resolved

$50

Extremely delayed withdrawal

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

I've chatted more than 5 times to request an update, but have not been responded to with canned notes. Nobody replied to me directly, and I was denied the opportunity to speak with a Supervisor. I can't even verify my account as it says that it isn't required at this point.

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

Resolved

$350