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Dear eliasbenk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please specify the website of the casino, or post a screenshot of the website where you played?
• Could you please share with me a screenshot of the current pending payout and any relevant recent communication with support regarding the delay? Post screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I will send you everything by email. This was my first time playing on this site, and I made my first withdrawal. Now I've been waiting for 10 days. Sincerely.

Hallo, ich werde ihnen alles per Mail zukommen lassen ich habe zum ersten mal auf dieser Seite gespielt, und das erste mal ausgezahlt jetzt warte ich bereits seit 10 Tagen mit freundlichen Grüßen.

Subject: Withdrawal pending for 12 days – no solution from casino support

Hello Casino Guru,

I am contacting you because my withdrawal from CrownPlay Casino has been pending for 12 days now and I have not received any money to this day.

I initially paid out 500 euros on the 18th and the remaining 200 euros two days later, for a total of 700 euros. Today is the 30th, and I still haven't received the payment.

I've contacted support multiple times, but I'm no longer getting any real help. Instead of a solution, I'm repeatedly told that the payout is "being processed" or "going well." I don't receive any concrete information. Furthermore, my conversation in the live chat is simply closed, even though the issue remains unresolved.

What's particularly frustrating is that support told me there's supposedly nothing they can do in the finance department. This has been dragging on for almost two weeks now, with no progress whatsoever.

I therefore ask for your support and request that you investigate the case. It seems to me that the payment is being unnecessarily delayed or not being handled seriously.

Thank you in advance.

Best regards

Elias

Betreff: Auszahlung seit 12 Tagen ausstehend – keine Lösung durch Casino-Support

Hallo Casino Guru,

ich wende mich an euch, weil meine Auszahlung bei CrownPlay Casino seit inzwischen 12 Tagen aussteht und ich bis heute kein Geld erhalten habe.

Ich habe am 18. zunächst 500 Euro ausgezahlt und zwei Tage später die restlichen 200 Euro, also insgesamt 700 Euro. Heute ist der 30., und der Betrag wurde mir bis jetzt noch immer nicht ausgezahlt.

Ich habe den Support bereits mehrfach kontaktiert, aber dort bekomme ich keine wirkliche Hilfe mehr. Statt einer Lösung wird mir immer wieder nur gesagt, dass die Auszahlung „in Bearbeitung" sei oder „gut laufe". Konkrete Informationen erhalte ich nicht. Im Live-Chat wird mein Gespräch außerdem einfach geschlossen, obwohl der Fall weiterhin ungelöst ist.

Besonders frustrierend ist, dass mir vom Support gesagt wurde, dass man in der Finanzabteilung angeblich nichts machen könne. Das zieht sich nun schon seit fast zwei Wochen, ohne dass sich etwas bewegt.

Ich bitte euch daher um Unterstützung und darum, den Fall zu prüfen. Für mich wirkt es so, als würde die Auszahlung unnötig verzögert oder nicht ernsthaft bearbeitet.

Vielen Dank im Voraus.

Mit freundlichen Grüßen 

Elias

Dear eliasbenk,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear eliasbenk,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from CrownPlay Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear CrownPlay Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Dear all,

thank you for reaching out to us.

First we would like to apologize to the customer about the delay of the withdrawals. It happened because of technical issues on our side.

However we can confirm that both withdrawals have been completed on July 3rd.

If there is anything else we can help with please do not hesitate to contact us.

Best Regards,

Team CrownPlay

Thank you for your prompt response, CrownPlay Casino.

Dear Elias,

As the payment was sent on 3 July, it is understandable that the transaction may take a few days to be processed. I would appreciate it if you could provide an update on whether the payment has been received at your earliest convenience.

Dear eliasbenk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.