CrownPlay Casino - Casino denying refund for self exclusion

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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per CrownPlay 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.

Thank you for trying for once more and reopening again. If the casino or the Ask gamblers team require more documents, happy to provide. Hoping to resolve this.

Hi, Is there any update on my complaint? Thanks

Dear all,

Thank you for bringing our attention to this matter and allowing us to participate.

We are terribly sorry to read about this experience and would like to extend our apologies to Priyajayarah. Please allow us some time to carefully investigate the matter and get back to you once we have gathered all the needed information.

Your patience is much appreciated.

Kind regards,
CrownPlay Casino

Hi Crownplay Casino and Askgamblers team,

Kindly advise if any update or need anything from my side. Thanks

Dear all,

Thank you for your patience.

We took the time to carefully investigate the matter and concluded that the complainant failed to confirm his self-exclusion request, as evident by the provided correspondence.

In the consequent conversation with his account manager Antonio, the subject shifted to the withdrawal limits on the account. The player then requested a bonus to be added which revoked any prior closure requests. Furthermore, we want to kindly draw the attention to the following excerpt from our Terms and Conditions:

"6.6.1 You acknowledge and agree that the Company generally offers no refunds of the
funds deposited to your account.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus)
has been used to place a bet."

Taking all of this into consideration, we see no basis for a refund in this case. We kindly ask the forum team to give their verdict as well.

Kind regards,
CrownPlay Team

Dear CrownPlay Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

Thank you for your response.

We will require a bit more time to gather the needed information. Once the evidence is compiled, we will send it to suppor­­t@­a­s­kg­­amb­­le­r­s.com.

We are grateful for the patience and cooperation.

Kind regards,
CrownPlay Team

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.

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

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

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.