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Dear Swaggygaffo,

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.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please advise if you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Yes, I have already made two withdrawals in the past, I attach screenshots of successful withdrawals in the month of November.

The KYC checks passed and I never received notifications requesting documentation, so much so that I have already made withdrawals.

My winnings were made without a bonus, I did not request it when registering on the site.

Si ho già effettuato in passato due prelievi, allego screenshot di prelievi andati a buon fine nel mese di Novembre.

Le verifiche KYC sono passate e non ho mai ricevuto notifiche di richiesta di documentazione, tanto è vero che prelievi li ho già effettuati .

Le mie vincite sono state effettuate senza bonus , non l ho richiesto in fase di iscrizione al sito.

Today they "declined" my withdrawal request telling me that my bank did not accept the payment. This response arrives 1 month after my request. I will try to withdraw by bank transfer to another account in my name

In data odierna mi hanno "declinato" la richiesta di prelievo dicendomi che il mio istituto bancario non ha accettato il pagamento. Questa risposta arriva dopo 1 mese dalla mia richiesta. Proverò a ritirare con bonifico su un altro conto a me intestato

Thank you for your reply, Swaggygaffo. Could you please clarify how many days it took for the last successful withdrawal to be processed? Did you use the same withdrawal method in the past?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes I have always used the transfer via bank transfer and it took a maximum of 5 working days. I attach the reasons why, according to the support chat, my withdrawal was rejected after a month of waiting.

They informed me that there is the possibility of making a "manual withdrawal" request.

I made a further withdrawal request via bank transfer yesterday

Si ho utilizzato sempre il trasferimento tramite bonifico e ci sono voluti al massimo 5 giorni lavorativi. Allego i motivi per i quali , secondo la chat di assistenza , il mio prelievo è stato rifiutato dopo un mese di attesa.

Mi hanno comunicato che c'è la possibilità di fare una richiesta di "prelievo manuale".

Ho provveduto a fare ieri un ulteriore richiesta di prelievo tramite bonifico

Thank you very much, Swaggygaffo, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Swaggygaffo,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CrownPlay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CrownPlay Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the 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’ which may negatively affect its rating.

After several withdrawal requests starting at the end of October, with a verified profile, I received the money today. Happy for the credit but 3 months of waiting are totally unjustifiable

Dopo varie richieste di prelievo iniziare a fine ottobre , con profilo già verificato, in data odierna ho ricevuto i soldi . Felice per l accredito ma 3 mesi di attesa sono totalmente ingiustificabili

Thank you, Swaggygaffo, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Romi

Casino.Guru