My complaint concerns 2 withdrawals.

I have been waiting for 2 withdrawals of winnings from real money since February 14, 2020, i.e. for 4.5 months (!). Despite repeated promises from CrownCas, the money had not yet been received.

Here are the details:

1st payment of 128 euros: Was on February 14th. approved. I got an email that I would receive the money in 2-3 days. I am still waiting for the money.

2. Payment of 793 euros: Was on February 19. approved. I got an email that I would receive the money in 2-3 days. I am still waiting for the money.

For 4 months now I have tried several times per week via email and chat that both payments are finally made. Without success. Despite the promises of 2 chat employees and once the promise from the finance department via email on May 28, 2020.

I ask CrownCas Casino to finally process the withdrawals.

Many thanks.

Meine Beschwerde betrifft 2 Auszahlungen.

Ich warte seit dem 14. Februar 2020, also seit 4,5 Monaten (!), auf 2 Auszahlungen von Gewinnen aus Echtgeld. Trotz mehrmaliger Versprechen seitens CrownCas habe das Geld noch nicht erhalten.

Hier die Details:

1. Auszahlung von 128 Euro: Wurde am 14.2. genehmigt. Ich kriegte ein Mail, dass ich das Geld in 2-3 Tagen erhalte. Bis heute warte ich auf das Geld.

2. Auszahlung von 793 Euro: Wurde am 19.2. genehmigt. Ich kriegte ein Mail, dass ich das Geld in 2-3 Tagen erhalte. Bis heute warte ich auf das Geld.

Seit 4 Monaten versuche ich jede Woche mehrmals per Email und Chat, dass beiden Auszahlungen endlich gemacht werden. Ohne Erfolg. Trotz Versprechungen von 2 Chat-Mitarbeitenden und einmal der Versprechung von der Finanzabteilung per Mail am 28.5.2020.

Ich bitte CrownCas Casino, die Auszahlungen endlich zu bearbeiten.

Vielen Dank.

Dear Luethj,

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 completed KYC account verification successfully in the past? Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino? If there’s any relevant communication, please forward it to [email protected].

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela. Yes, the KYC account confirmation has been successfully completed. When other winnings were paid out, the payment to my bank account worked as the payment method. I had already received winnings before. Sometimes this worked well, sometimes it took a long time.

Hallo Petronela. Ja, die KYC-Kontobest?tigung ist erfolgreich abgeschlossen. Als Auszahlungsmethode funktionierte bei anderen Auszahlungen der Gewinne die Auszahlung auf mein Bankkonto. Zuvor hatte ich auch schon Gewinne ausbezahlt bekommen. Manchmal funktionierte dies gut, dann wieder dauerte es sehr lange.

Thank you very much Luethj for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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 Luethj,

Have you received any news from the casino about your withdrawal request? Do you have any kind of communication – live chat or e-mail – which you could send us for further investigation? If yes please send it to [email protected].

Thank you for providing us with evidence relevant to the case. Now I would like to ask CrownCas Casino to explicate the delay of the player’s pending withdrawal.

Thank you so much! I hope that they are successful and not simply ignored. At askgamblers I had an unsuccessful complaint with an unsuccessful reactivation. There was simply no response. Then I tried it myself and was able to get one of the three payouts. Now those 2 are just missing. I'm looking forward to your answer.

Vielen dank! Ich hoffe, dass sie erfolg haben und nicht auch einfach ignoriert werden. Bei askgamblers hatte ich eine erfolglose beschwerde mit einer erfolglosen reaktivierung. Es wurde einfach nicht geantwortet. Dann versuchte ich es selber weiter und konnte immerhin eine der drei auszahlungen kriegen. Jetzt fehlen eben noch die besagten 2. Ich bin gespannt auf ihre antwort.

Dear Luethj,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

Hello July

Too bad that CrownCas simply ignores here.

Thanks anyway for your efforts.

Hallo Juli

Schade, dass CrownCas auch hier einfach ignoriert.

Trotzdem vielen Dank für Ihre Bemühungen.

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.

The casino can reopen this complaint anytime.

Best regards,

Juli

www.kpvfaw.com