CrownPlay Casino

Casino denying refund for self exclusion

Von Priyajayarah

vor 1 Jahr

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.

Unseriöses Casino CrownPlay Casino

Betrag $7845

Diskussion

AskGamblers

• Support Team

vor 8 Monaten

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

vor 8 Monaten

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

vor 8 Monaten

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

vor 8 Monaten

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.

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