CrownPlay Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

I submitted a withdrawal request with CrownPlay on 21 January 2026. According to their Terms and Conditions, withdrawals should be processed within their stated business-day timeframe. That timeframe has now passed and my withdrawal remains unpaid.

Since submitting the withdrawal, I have contacted CrownPlay multiple times via live chat and email. Each time I receive vague responses such as "please be patient," "your withdrawal is secure," or "our finance team is reviewing it," with no confirmed processing date and no explanation for why the withdrawal is overdue.

When I asked live chat agents to provide CrownPlay’s licensing authority and licence number, they repeatedly refused and redirected me to email support, where I also received no meaningful response. This information is public for regulated casinos, and independent casino listings confirm CrownPlay operates under a Curaçao licence.

At no point has CrownPlay provided: • a processing date

• a valid reason for the delay

• regulatory transparency

They accepted my deposits, allowed gameplay, and approved the withdrawal request, yet are now withholding my funds without justification.

I believe CrownPlay is in breach of its own withdrawal terms and is intentionally delaying payment using vague responses and avoidance.

I am requesting assistance in obtaining my overdue withdrawal and transparency regarding their regulatory status.

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Dear Issamurphy,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I respectfully disagree with the suggestion that a 14-day waiting period is reasonable or standard in this case.

The casino’s own published withdrawal terms clearly state processing timeframes of approximately 0–5 business days depending on payment method. I relied on these terms when playing and requesting my withdrawal. Extending this to "weeks" after the request contradicts their advertised policy and is not transparent or fair practice.

There has been no outstanding KYC request, no indication of verification issues, and no evidence provided that the withdrawal has been genuinely processed. The casino has only provided vague responses without proof, transaction references, or timelines.

Given that the stated processing period has already been exceeded, I am requesting that this matter be reviewed now rather than delayed for an arbitrary 14 days.

Please advise what documentation or evidence you require from me to proceed with intervention at this stage.

Kind regards,

Isabella Murphy