CrownPlay Casino - 플레이어가 탈퇴하는 데 어려움을 겪고 있습니다.

Hey,

I have deposited 100 euros at Crownplay and claimed the welcome bonus.

I've played through the bonus and wanted to cash out 500 euros. I've been waiting for my payout since March 29th, 2024. I understand that there were holidays and that it could take longer, but I'm consistently being turned away on the live chat. Either they're changing shifts or they ask me to send another request in 60 minutes, or I simply get logged out of my account. I hope you can help me.

Hey,

Ich habe bei crownplay 100 Euro eingezahlt und den willkommensbonus in Anspruch genommen.

Ich habe den Bonus freigespielt und wollte auszahlen lassen 500 Euro,ich warte seit dem 29.03.2024 auf meine Auszahlung,ja es waren Feiertage,klar kann es länger dauern,aber im live chat werde ich immer abgewiesen,entweder ist schichtwechsel oder ich soll in 60 minuten wieder eine Anfrage schicken oder ich werde ganz einfach ausgeloggt von meinem Konto,ich hoffe sie können mir helfen

Dear Marco90,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Ok I will thank you very much

Ok mache ich vielen Dank

So there is another problem with crownplay

My withdrawal was paid out, but to the wrong account. I accidentally gave the bank details of my old account. I wrote several emails and in the chat that this withdrawal had to be cancelled because this bank account no longer exists. I was told they couldn't cancel it manually, which is a lie. I couldn't cancel it myself because the cancellation of withdrawal window didn't appear for me, regardless of whether I deleted the cache, used the ignore tab, used a different browser, etc., they kept telling me to try, but it doesn't exist.

So my old bank transferred the money back to crownplay 6 days ago, I received a document as confirmation. There is also a transfer statement which clearly shows that the 500 euros were transferred back to crownplay. It was transferred 6 days ago, no matter which country crownplay's bank is in, it takes no longer than 2 days and the money is there, crownplay tells me they never received the money, even though I have the transfer from my old bank to crownplay in black and white, crownplay says the money never arrived, 6 days are over, I don't need to wait any longer because 6 days is enough time, the same thing always comes up in the live chat, it has been forwarded to the finance department, I get an email, I have written by email many times and I never get a reply!

So es gibt ein weiteres Problem mit crownplay

Meine Auszahlung wurde ausgezahlt,jedoch auf ein falsches Konto,ich habe ausversehen die Bankdaten meines alten Kontos angegeben,mehrmals schrieb ich Emails und im chat das diese Auszahlung storniert werden muss weil es dieses Bankkonto nicht mehr gibt,man sagte mir sie können es manuell nicht stornieren,was eine Lüge ist,selber stornieren konnte ich es nicht weil dieses Auszahlung stornieren Fenster nicht erschien bei mir,egal ob ich cache gelöscht habe,igno tab verwendet hab,anderen Browser verwendet hab und und und,das haben die mir immer wieder gesagt soll ich versuchen,es gibt nicht.

So meine alte Bank hat das Geld seit 6 Tagen zurück an crownplay überwiesen,ich habe ein Dokument als Bestätigung bekommen Zudem noch ein Überweisungs Auszug,wo klar ersichtlich ist,das diese 500 Euro an crownplay zurükgebucht wurden,vor 6 Tagen wurde es überwiesen,egal in welchem Land die Bank von crownplay ist,nicht länger als 2 Tage dauert es und das Geld ist drauf,crownplay sagt mir sie haben dieses Geld nie erhalten,obwohl ich schwarz auf weiß die Überweisung meiner alten Bank an crownplay habe,sagt crownplay das Geld ist nie angekommen,6 Tage sind vorbei,ich brauch nicht länger warten denn 6 Tage sind genug zeit,im live chat kommt immer das gleiche es sind an die finanzabteilung weitergeleitet ich bekomme eine Email,per Email habe ich desöfteren geschrieben,da kommt gar keine Antwort!

Thank you for the update. Could you please inform me of the latest communication you've had with the casino regarding the issue of the winnings being sent to the wrong account? Additionally, have you forwarded the confirmation you received from your bank to the casino's finance department?

Please be advised that the process of assigning the returned payment to the correct player's account may take several days. Thank you for your understanding.

The casino has sent me all the documents and transfer statements that I received from my old bank, both by email and in the live chat. The latest status is and was that I will receive an email shortly, I should be patient, etc. I have been waiting for an email response since April 10th, but for me that doesn't mean shortly. Furthermore, I was often logged out of the chat and my profile while I was online in the chat, so it is crystal clear to me what is happening here.

Das casino hat alle Dokumente und auch Überweisungsauszug,die ich von meiner alten Bank bekommen hab,von mir zugeschickt bekommen,sowohl als Email und auch im live chat,der letzte Stand ist und war,ich werde in Kürze eine Email erhalten,ich soll Geduld haben usw,ich warte mittlerweile seit dem 10.04 auf eine Antwort per Email,in Kürze heißt das für mich nicht,desweiteren wurde ich öfters aus dem chat und aus meinem Profil ausgeloggt während ich im Chat online war,also für mich ist das glasklar was hier passiert

Update

The money was credited back to my account earlier, but it still took far too long, but I can say that crownplay is reputable, it takes a long time to pay out but I can recommend it

Update

Das Geld wurde mir vorhin auf mein Konto wieder gutgeschrieben,trotzdem dauerte das viel zu lange,aber ich kann sagen dass crownplay seriös ist,dauert zwar beim auszahlen lange aber kann ich empfehlen

Thank you for the update. We empathize with your frustration. It's worth noting that the finance department may operate solely on weekdays, potentially contributing to the delay. From our perspective, a six-day timeframe seems reasonable. With the winnings now back in your account, do you consider your issue resolved, or is there anything else we can assist you with?

No everything is fine thanks

Nein alles gut danke

Dear Marco90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru