CrownPlay Casino - Closure and unpaid withdraw

Dear @hostal,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

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

Thanks in advance for your cooperation.

To the total amount of the disputed payment. It is an amount of over 1000 euros. Since I can't log into the account I can't say exactly but around this figure.

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.

Dear All,

Thank you for giving us the opportunity to re-examine the case.

We've reviewed your account and are pleased to confirm that we are offering you the chance to complete the account verification process retroactively.

To proceed, please send the following documents to us via email:

-AOS (Selfie with ID and Casino Website): This is a selfie photo where you are holding your ID document (such as a passport or national ID card) in your hand, and our website is clearly visible open in the background on a screen (e.g., computer monitor, tablet). This helps us verify your identity and ensure you are in control of the account.

-Proof of Address: We require a recent utility bill (e.g., water, gas, electricity), an original PDF bank statement (not from a digital bank), or official government correspondence that clearly displays your full name and current residential address. This document should typically be no older than three months.

-Bank Statement for October 2024 (Original PDF): This needs to be the original PDF version of your bank statement specifically for the month of October 2024. Please ensure it clearly shows your name, bank details, and transactions for that period.

We look forward to receiving these documents to finalize your verification.

Best regards,
Crownplay Team

Dear @hostal,

The AskGamblers Complaint Team is kindly asking you to assist the CrownPlay Casino team further and send the required verification paperwork.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers,

Thank you for your message. I will prepare all the requested documents and send them by Monday. Please wait until the process is completed.

Kind regards,

Tomas

Dear Hostal,

Thank you for your update.

We will await the submission of your documents and appreciate your cooperation in the process.

Once received, we will review them carefully and provide further feedback.

Best regards,
Crownplay Team

Dear @hostal,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the CrownPlay Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Hello,

I confirm that I sent the requested documents on August 16, 2025. On August 17, I received a message from Crownplay stating that the requested documents will be reviewed. So I am waiting for their response.

Thanks.

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 hostal,

We kindly inform you that an email was sent to you in order to proceed with the withdrawal of your active balance.

Thank you for your cooperation.

Kind Regards,
CrownPlay team

Dear @hostal,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

I confirm, Crownplay has sent me e-mail about withdrawal active balance. I have sent them my bank account information and now I'm waiting for the transfer to be completed. Could Crownplay confirm whether the money has already been sent?

Dear Hostal,

Thank you so much for sharing the required information to move forward with your case.

We’re pleased to inform you that a withdrawal of 28 886.00 CZK was successfully processed from our side today, August 25th, 2025.

Kindly note that it may take a few working days for the funds to be reflected in your bank account, depending on your payment provider’s processing times.

We sincerely appreciate your patience and understanding throughout this process.

Best regards,
CrownPlay Team.

That's great, still waiting for the money, but I guess it will be in my bank account next week. I will update you when the money will arrive into my account.

Dear Hostal,

We would like to kindly confirm once again that the payment has been processed successfully from our side.

Could you please confirm whether the funds have already reached your account?

Thank you for your cooperation.

Best Regards,
Crownplay Casino Team

Dear @hostal,

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.

Dear Hostal,

We would like to inform you that we have sent you an email regarding your withdrawal, as unfortunately the transaction was rejected by your bank.

To ensure that you receive your funds without further delay, we kindly ask you to review our message and reply at your earliest convenience. Should your current payment method not accept transfers from us, you may also choose an alternative option such as a crypto wallet or Skrill e-wallet.

Thank you very much for your cooperation and understanding.

Kind regards,
Crownplay Casino Team

I have provided another bank account. So lets hope it won't be rejected.

Dear Hostal,

We would like to inform you that the new withdrawal to the updated bank account was successfully processed on September 3rd.

Please kindly confirm once you have received the funds.

Thank you for your cooperation.

Best regards,
Crownplay Casino Team

Dear @hostal,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

I'm still waiting for money. It could be possible that the banks in our country don't want to receive money via bank transfer from foreign casino. But we will see and if the bank decline I will provide skrill or ewallet.

Dear Hostal,

Upon review, we can confirm that the funds have not been returned to your gaming account. We do acknowledge that the current timeframe is unusually long for a transaction to be completed.

We would kindly ask you to get back to us today and let us know if the funds have not yet arrived in your bank account. Should that be the case, we will immediately re-check the transaction on our side to ensure everything is in order.

We regret any inconvenience this delay may have caused and thank you for your cooperation.

Kind regards,
Crownplay Casino Team