CrownPlay Casino - CrownPlay confiscated my funds

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 CrownPlay,

I understand it may take some time to analyze the case. However, I would highly appreciate if you could escalate the case and provide an update.

Perhaps there has been a mistake or misunderstanding and I remain at your disposal to clarify anything during the complaint resolution.

Regards,

< full name removed >

Dear responsible,

The casino has replied and I am currently waiting for potential solution.

Therefore I would like to wait a few more days before this complaint can be closed.


Regards,
Antonio

Dear CrownPlay Casino,

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

Thanks in advance for your cooperation.

Dear AskGamblers responsible,

The casino has replied and partially refunded me the last deposit (2721 USDT / 2449 EUR). However, CrownPlay claim that I did not own the deposited method or that I have recalled or dispute some funds. There could be a mistake as I have evidence to support that this is not true that I will provide in a separate comment. I kindly request to the CrownPlay casino to review the case and provide the rest of the balance to my account (2600 EUR).

See below the full content of the email provided to me:


On Wed, 11 Sep 2024 at 14:14, Support <su­ppo­rt@­cro­wnp­lay.co­m> wrote:
This ticket was created on your behalf.
Karin (CrownPlay)
11 Sept 2024, 15:14 EEST
Dear Antonio,

Thank you for contacting us.

Please be informed, that your account was closed for not following our Terms and Conditions.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
<...> engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<...> immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
<...> void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

Please, be informed that all winnings were void on your account and we're planning to refund your last deposit of 2449.84 EUR only and kindly ask you to provide us with your crypto wallet address.

Kind regards,
Crownplay team
To add additional comments, reply to this email.
This email is a service from CrownPlay. Delivered by Zendesk

Here is the detailed explanation and evidence supporting my case that I did not breach the terms and conditions of the casino and evidence that the accusation of the casino is not true. Below is the exact copy of my communications with the casino (where I provide the explanation) and attached are the details of the transactions as evidence to my comments.


Dear Karin,

Thanks a lot for your work on this case.

I have received the 2449.84 EUR refund into my crypto wallet. However, I believe there is a mistake when CrownPlay decided to void my winnings and close the account. Therefore, I collected the necessary evidence that can prove that I complied with all the terms and conditions.

Here are the points to be made:

1. All the deposits in the account were 3 deposits that were made using USDT blockchain transactions which are irreversible and were already confirmed by the network and therefore it is incorrect to assume that any funds were recalled or disputed. No other deposit method was used as you can see in the deposit history.

2. I am the owner of the USDT crypto wallet address to which the funds were transferred from. I am also attaching evidence on the three deposits made, as well as the transaction ID that can be tracked in blockchain. The screenshot from my wallet account match the deposits received in my casino account in the time and amount. Further evidence is that the refund that you performed, was given to the initial wallet address that I used to send the funds to the casino in my initial deposit (see screenshot attached for the 2721 USDT made on 16-09-2024).


3. The personal details provided in my casino account are correct and valid and I could provide my national ID for verification, proof of address and phone number verification as well. In case this is a concern for the casino. I remain at your disposal to provide any verification that you may need to reassure your team on any concerns.

Based on the below, I kindly request to your department to kindly review the case and incorporate this evidence and resolve the case. I request the refund of the remaining balance in my account which is 2,600 EUR.

The total balance when the account was closed was 5050.46 EUR, after the deducting the deposit refund of 2449.84 EUR, the remaining balance to be paid by CrownPlay is at 2601.46 EUR.

Currently I have two open complaints in different places and I am happy to close them and provide positive resolution feedback once the remaining balance is received to my crypto wallet address.

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 accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send 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 in aware that in case you fail to respond and/or provide 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 All,
Please be informed that we're looking into this case and will come back with an update as soon as possible.
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.