CrownPlay Casino - Das Guthaben des Spielers fehlt.

money was deleted, blocking not made

geld wierd gelöscht sperungen nicht gemacht

Hello,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with CrownPlay Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

I will be waiting for your reply patiently.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello, this morning after I lost everything I received an email saying that I was being blocked. I had been begging them to block me for the last three days but nothing came after my winnings disappeared and I deposited another 12,000 and in the end I received a message 15 minutes later saying that if they had reacted a day or two earlier I would have saved 8-10,000 and not deposited it. I also begged my VIP manager several times to block me (was ignored). What I think now is that if you develop an addiction and report it several times you should block me immediately and not delay. I expect a refund/compensation because that is not fair. I am not doing well at the moment.

Not good, I don't know what to do if they had reacted just one day earlier... casinoguru, you are my last hope.

hallo, also heute morgen nachdem ich ales verspielt habe wurde mir die email gesendet das ich gespert werde hate vor die letzen drei tage gebettelt das sie mich speren doch kamm nix nach nach dem mein gewinn verschwand und ich nochmal 12 tausend einzahlte und am ende war kam 15 min später die nachricht, häten sie 1 tag früher reagier oder 2 häte ich 8-10 tausend gespart und nicht eingezahlt auch meinem vip manager bittete ich mehrmals flehte in an mich uu speren (wurde ignoriert) was jetzt ich finde wenn man eine krankheit sucht entwickelt und sich mehrmals meldet solte man sofort speren und nicht ekstra zögern ich erwarte eine rückerstatung/schadensersatz, weil so etwas ist nicht fair mir gehts momentan

nicht gut weiss auch nicht wie weiter häten sie nur 1 tag früeher reagiert... casinoguru ihr seit meine letze hoffnung.

Thank you for your emails. Am I correct in understanding that the casino blocked your account three days after you informed them of your gambling addiction and requested closure of your account?

Hello

The casino came with an offer and a refund amount. Please respond quickly!!

Hallo

Das casino kam mit einem angebot und einem rückerstatungs betrag Bitte um schnelles antworten!!

Hello, I've been waiting for a reply from you for days, but unfortunately nothing has come....

hallo warte seit tagen auf eine antwort von ihnen leidrr kommt nix....

Please forward me the communication between you and the casino regarding the refund at veronika.f@casino.guru. Thank you for your patience and cooperation.

I have sent everything

habe ales gesendet

hello dear veronika

Unfortunately, my mental state is deteriorating, and the casino is playing for time. If they had reacted early enough and blocked me because of gambling addiction, I wouldn't have lost. But they're trying to pressure me into offering 4500, and I'm assuming that's not even 50%. That's fraud in my opinion, and legally too. I hope for a quick response from you.

halo liebe veronika

leider verschlechtert sich mein psychischer zustand und das casino spielt auf die zeit häten sie genug früh reagiert und mich gesprrt wegegn spielsucht häte ich nicht verloren, doch sie probleren mir mit druck 4500 anzubiten und das ich das ahnnehme das sind nichtmal 50% das ist für mich betrug und rechtlich auch .ich hoffe auf eine schnelle antwort von dir

Thank you for your email. I have checked the Responsible Gaming section of CrownPlay Casino, and this is what I found:

• Self-exclusion request: you can contact Support Service Team via e-mail: support@crownplay.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

I have still not received your initial self-exclusion request. In order to proceed with your complaint, I need solid evidence that you contacted the casino via the designated method of communication (email), requested to be self-excluded due to a gambling addiction, and that the casino responded but failed to close your account accordingly.

I have sent it, please reply quickly!

habe es gesendet bitte schnelle antwort!

Thank you for your email. Please forward me the entire email thread with the casino, starting from 18 July. We need to check the casino's response to your message. Thank you for your cooperation.

the second one I sent is correct with 4 pictures thanks in advance

das 2te wo ich gesendet habe ist richtig mit 4 bildern danke schonmal

Why such a long wait?

Warum so lange wartezeit ?

Unfortunately, it seems to me that you are also playing for time like the Crownplay Casino

leider kommt es mir vor als würdet ihr auch auf zeit spielen wie das crownplay casino

Please forward me the entire email thread between you and the casino from 18 July onwards, not just a screenshot of your messages. I need to check the casino's responses as well.

There are 4 screenshots but I made

es sind 4 screensohts aber habe ich gemacht

I sent the conversation by email, the email forwarded to the casino

ich habe die konversation per mail gesendet, die email weitergeleitet mit dem casino

please don't reply again in 5-6 days thanks

bitte nicht wieder eine antwort in 5-6 tagen danke

Thank you for your emails.

In your message to the casino on 18 July, you mentioned gambling addiction for the first time. Two days later, the casino responded by asking you to confirm your decision to permanently close your account. However, in your subsequent communications, you did not confirm this decision.

Could you please clarify when exactly your account was closed?

I want to mention that I mentioned this for the first time on July 16-17 in live chat and on the 17th I told my VIP manager how to speak. On July 18th I asked about it in the support live chat and manager why it was taking so long and to only miss 15 minutes on July 20th exactly 3 days after all the money is gone is really weird!

I'll quote again: As soon as I report a gambling addiction in writing (e.g., via live chat or email) or mention that I have it, the casino is obligated to act immediately—that is, to block my account immediately or at least temporarily deactivate it. They shouldn't wait and look for loopholes so they can swindle more money!

The fact that they only did this after you had lost the entire CHF 11,000 and only then reacted, three days too late, is highly questionable – both ethically and legally.

ich wilö erwähnen das ich das zum ersten mal am 16-17 juli im live chatt erwähnt habe und am 17 meinem vip manager mitgeteilt habe wie man siht spreche ich am 18 juli darüber frage in suport live chat und manager warum das so lange geht und genau nach 3 tagen nachdem das gabze geld weg ist 15 minuten am 20 juli zu spären ist wirklich kommisch!.

ich will nochmal zitiren Sobald ich mich schriftlich (z. B. im Live-Chat oder per Mail) auf eine Spielsucht oder erwähne das ich es habe, ist das Casino verpflichtet, umgehend zu handeln – also mein Konto sofort zu sperren oder zumindest temporär zu deaktivieren. und nicht zu warten und die lücke suchen damit man mehr geld ergaunern kann!.

Dass sie das erst nach deinem kompletten Verlust von 11.000 CHF tun und erst dann reagieren, 3 tage zu spät ist höchst fragwürdig – sowohl ethisch als auch rechtlich.

My account was blocked on July 20th, but if they had reacted 2-3 days earlier, or even just 1 day, everything could have been prevented, but Crownplay successfully carried out their fraud scheme.

20 juli wurde mein konto gespert, häte man aber doch 2-3 tage früeher reagiert oder von mir aus nur 1 tag häte man ales verhindern können doch crownplay hat ihre betrugsmaschd erfolgreich durchgeführt.

please reply quickly

bitte wieder um eine rasche antwort

Do I have to wait another 4-5 days for your answer?

muss ich wieder 4-5 tage warten auf ihre antwort ?

Unfortunately, I am still waiting for an answer

warte leider immernoch auf eine antwort

Thank you for your reply. According to the available evidence, you submitted your self-exclusion request on 17 July, and the casino closed your account on 20 July. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, CrownPlay Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

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