Hello I wanted to complain about the long verification period of the casino. I was told in live chat that the verification takes 2-3 days, but I have been waiting for 6 days and any contact to the finance department is not answered. I ask you to help me with this. Sincerely, Alexander

Hallo ich wollte mich über die lange Verifizierungs Dauer des Casinos beschweren. Mir wurde im Live Chat gesagt das die Verifizierung 2-3 Tage dauert nun warte ich aber bereits 6 Tage und jeder Kontakt zur finanzabteilung wird nicht beantwortet. Ich bitte sie mir hierbei zu helfen. Mit freundlichen Grü?en Alexander

Dear Hakkepit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Hakkepit for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Hakkepit,

I am very sorry to hear about your problem.

I would like to invite CrownCas Casino to join this conversation and give us an explanation of why the player's verification has been delayed.

Since, as expected, the casino did not respond, how does it go on now? Best regards

Da sich ja wie erwartet das Casino nicht gemeldet hat wie geht es jetzt weiter ? Mit freundlichen Grü?en

We would like to ask the CrownCas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

You still have an option to write to curacao licence authority, here is the email contact [email protected]

The casino can reopen this complaint anytime.