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Good evening, since 7/2 I have made two withdrawals to my account. I have contacted the chat many times and all they tell me repeatedly is that they are busy and that your money is safe. I am still waiting for my withdrawal request to be processed since 7/2/2025.

Καλησπέρα από τις 7/2 έχω κάνει δύο αναλήψεις στο λογαριασμό μου έχω επικοινωνήσει πολλές φορές με το chat και το μόνο που μου λένε επανηλειμμένα είναι ότι έχουν φόρτο εργασίας και ότι τα χρήματα σας είναι ασφαλή.Ακομα περίμενω να επεξεργαστεί το αίτημα ανάληψης μου από τις 7/2/2025

Dear kouax79maar,

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

Thank you very much for your help, I will wait a little longer, although I find it unacceptable that they are delaying so many days.

player withdrawals

Ευχαριστώ πολύ για τη βοήθεια σας θα περιμένω λίγο ακόμα αν και το θεωρώ απαράδεκτο να καθυστερούνε τόσες μέρες

τις αναλήψεις των παικτών

Good evening, from 7/2/25 until today I have two pending withdrawals in my account, next Friday I close two weeks and they still haven't made my withdrawal.

It means that I communicate with the chat repeatedly and they keep telling me to be patient and that it is in the final stage. I also asked about verification and they told me that my account does not need verification. Tell me what I can do about this issue because I am outraged by this situation. Thank you.

Καλησπέρα από τις 7/2/25 μέχρι και σήμερα έχω δύο εκκρεμείς αναλήψεις στο λογαριασμό μου την παρασκευή που έρχεται κλείνω δύο εβδομάδες και δεν έχουνκάνει ακόμη την ανάληψη χρημάτων μου

Εννοειται πως επικοινωνώ με το chat επαναλλειμενα και μου λένε συνέχεια να κάνω υπομονή και ότι είναι σε τελικό στάδιο ρώτησα και για την επαλήθευση και μου είπαν ότι δεν χρειάζεται ο λογαριασμός μου επαλήθευση πείτε μου τι μπορώ να κάνω με αυτό το θέμα διότι έχω αγανακτήσει με την κατάσταση αυτή Ευχαριστώ

Thank you for your reply.

Did you accumulate your winnings with or without a bonus?

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Good afternoon, I won the money from the first bonus I got, which gave free spins. I played the entire bonus and from the free spins they gave with the bonus, I fulfilled all the wagering requirements and the deposit I made was €25 with paysafecard, but I got a message on the page that the money is all in your real balance.

that is, withdrawal

καλησπερα σας τα χρήματα τα κέρδισα από το πρώτο bonus που έβαλα στο οποίο έδινε δωρεάν περιστροφές έπαιξα όλο το bonus και από τις δωρεάν περιστροφές που δίνανε με το bonus εκπλήρωσα όλο το τζιράρισμα και η κατάθεση που έκανα ήταν 25€ με paysafecard αλλά μου ήρθε μυνημα επάνω στη σελίδα ότι τα χρήματα είναι όλα στο πραγματικό σας υπόλοιπο

δηλαδή ανάληψημα

And the games I played were slot machines

Και τα παιχνίδια που έπαιξα ήταν κουλοχέρηδες

Good evening, is there anything new in the message I sent you because two weeks have passed and my withdrawal has not yet been completed?

Thank you very much

Καλησπέρα σας υπάρχει κάτι νεότερο στο μύνημα που σας έχω στείλει διότι πέρασαν δύο εβδομάδες και η ανάληψη μου δεν έχει ολοκληρωθεί ακόμα

Ευχαριστώ πολύ

Thank you very much, kouax79maar, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks, I will wait for the solution to my problem.

Ευχαριστώ θα περιμένω την επίλυση του προβλήματος μου.

Hello kouax79maar,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the CrownPlay Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which kouax79maar can expect his withdrawal to be processed?

Good evening, we are in the third week and my withdrawals have not been processed yet. I keep contacting the chat and they keep telling me the same thing that your money is safe and that they have a volume of requests. Please help me with this issue. I am frustrated. I am in the third week. How can I get my money?

Καλησπέρα σας διανύουμε την Τρίτη εβδομάδα και οι αναλήψεις μου δεν έχουν διεκπεραιωθεί ακόμη επικοινωνώ συνέχεια με το chat και μου λένε συνέχεια τα ίδια ότι τα χρήματα σας είναι ασφαλή και ότι έχουν όγκο αιτημάτων παρακαλώ βοηθήστε με με το θέμα αυτό έχω αγανακτήσει είμαι στην τρίτη εβδομάδα πως μπορώ να πάρω τα χρήματα μου

Hello kouax79maar,

we have already contacted the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Thank you very much

Σας ευχαριστώ πολύ

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.

Good morning, I was asked to verify my account after 15 days. I have sent all the necessary documents. I hope my withdrawal will be made soon.

Καλημέρα σας μου ζητήθηκε επαλήθευση λογαριασμου μετά από 15 μέρες έχω στείλει όλα τα απαραίτητα έγγραφα ελπίζω να γίνει και η αναληψη μου συντομα

Hello kouax79maar,

I apologize for a late reply. I truly hope this means that things are moving in the right direction Please keep us updated on any new developments.

Dear kouax79maar,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear kouax79maar,

I would like to inform you that we successfully established contact with the casino now, and an investigation into your matter is ongoing on their side.

Dear kouax79maar,

this is the response a casino representative asked me to post:

"Dear all

Thank you for your patience.

We would like to clarify that delay of customer withdrawals come from his verification of his gaming account.

We are happy to inform you that customer gaming account is verified and both of his withdrawals are complete and paid out on our side.

We hope this clarify the situation for you.

Best Regards

CrownPlay Team"

Kouax79maar, can you please confirm whether your withdrawals have been paid out? If so, this complaint will be closed as resolved.

Dear kouax79maar,

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.

Thank you very much for your help, both of my withdrawals have been completed. Thank you very much and again, be well.

Σας ευχαριστώ πολύ για την βοήθεια σας έχουν ολοκληρωθεί και οι δύο αναλήψεις μου Σας ευχαριστώ πολύ και πάλι να είστε καλά.

Dear kouax79maar,

We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're 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, 

Martin

Casino.Guru