I made the mistake of accidentally transferring 550 in one deposit instead of 50. I then went to withdraw the 500 straight away and played the 50 I originally intended to whilst the 500 withdrawal requests was pending. Dur8ng my onboarding process i ensured I was verified and submitted the correct identification documents. I have a VIP manager, not because I reached a certain level but because I was frequently making deposits...... then my VIP manager advises me for me to get my 500 back it needs to be wagered 3x for eligibility!! I couldn't believe it! And am still trying receive my accidental 500 deposit. They seem to think they are they are acting on it and that my 500 is going to be transferred back to without the wagering requirements however, my withdrawal request. Has been cancelled 4 times and receive automatic emails advising of how much wagering I have left.....
Please know that I am really sorry that such a mistake happened to you when depositing, but unfortunately I believe not even our complaint team would be able to help in such a case.
The casino acts like this due to the AML (anti-money laundering) policy, actually.
I can not imagine what could happen if everyone comes with such a story, you know.
And of course I'm not saying that it really didn't happen by mistake. Right?
Please be really careful when approving such transactions and better check twice before doing so. 🙏
I guess the worst thing is the VIP Manager keeps saying that they are going to waiver the wager requirements and process my accidental deposit but my withdrawal request keeps getting cancelled, sometimes every 24 hours and tonight it's been cancelled about 5 times but they keep saying to put another withdrawal request in. I don't understand why they keep telling me it's a system error, and they are going to pay my money back but not follow through.
This is really weird behavior from the casino's side. I don't really know why they tell you that they will give you the money, even though they have in the rules the wagering requirement, you know.
Please surely let us know whenever you have some news regarding all this; I really want to know how they will act.
Hi ChelseaAus,
Yes, we absolutely remember this case and really appreciate you sharing your experience.
You had contacted us after accidentally depositing 550 instead of 50 and asked to withdraw the unintended amount. As we explained at the time, AML (Anti-Money Laundering) regulations—which are standard across the industry—require us to treat all deposits as intended gameplay funds unless proven otherwise.
However, given your loyalty and long-standing relationship with us, we treated this case individually and made a one-time exception to return the accidental deposit back to the original payment method, without enforcing the standard wagering requirements.
One thing to note is that in addition to some technical issues that caused delays and withdrawal rejections, your account verification was still pending at one point. This was also a reason some of the withdrawal attempts didn’t go through, as per regulatory compliance.
We hope that in the end, our actions showed that we do value our loyal players and genuinely tried to resolve your case fairly. Thanks again for your patience and understanding.
Best regards,
CrownSlots Team
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