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Delayed Withdrawal – $420 AUD Not Processed

Complaint:

I am submitting a complaint regarding a delayed withdrawal of $420 AUD from CrownPlay.

The withdrawal was requested on 15 April 2026 and is still marked as "Processing".

The casino states withdrawals are processed within 3 business days. This timeframe has been exceeded.

I have contacted support multiple times via live chat and email. I have received repeated generic responses with no clear timeframe or resolution.

A previous withdrawal was declined and returned to my balance without my consent. I clearly advised I do not want funds reversed and expect my withdrawal to be processed.

Support has confirmed:

- There are no issues with my account

- My withdrawal is valid

- It is still "in queue" or "being processed"

However:

- No explanation for the delay has been provided

- No confirmed processing timeframe has been given

- My live chat access was restricted after repeated follow-ups

I have submitted a formal complaint via email (ticket 48389551), but the issue remains unresolved.

I am requesting:

- Immediate processing of my $420 AUD withdrawal

- Confirmation that the funds will not be reversed again

I can provide screenshots of chats, emails, and account status as evidence.

This delay is unreasonable and I am seeking assistance in resolving this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear PlayerV6202,

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

Dear PlayerV6202,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Thank you for your message.

I confirm that I have NOT received my withdrawal of $420 AUD.

The withdrawal is still showing as "Processing" in my account and no funds have been received.

There have been no meaningful updates from the casino, only repeated generic responses.

I would appreciate your assistance in helping resolve this matter.

Kind regards,

Dear PlayerV6202, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Karla,

Thank you for your response and assistance.

Please find my answers below:

I have NOT made any successful withdrawals before. This is my first withdrawal request.

I have not been asked to complete any KYC verification, and no issues with my account have been raised by the casino.

My winnings were accumulated WITHOUT an active bonus.

I played casino games only.

I will provide screenshots of my communication with the casino, including emails and chat transcripts, as requested.

To summarise, my withdrawal of $420 AUD requested on 15 April is still showing as "Processing". The casino has provided only generic responses, no clear timeframe, and previously declined a withdrawal and returned funds to my balance without my consent.

Thank you again for your help in resolving this matter.

Kind regards,

Dear PlayerV6202,

Thank you for your response.

I would like to kindly ask you to clarify whether you sent the requested email and evidence from the same email address that is registered with your Casino Guru account. Unfortunately, I am unable to locate your email in our system.

If you have already sent it, please confirm the email address used. Otherwise, I kindly ask you to resend the evidence to karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Hi, as per request, evidence has been sent to your email address, thanks

Dear PlayerV6202,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, (romana.r@casino.guru) This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thanks Karla, I appreciate your assistance. Glad to hear of the next steps.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear CrownPlay Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear PlayerV6202,

Thank you for reaching out to us.

Please be informed that your previous withdrawal request has been canceled by your payment provider.

We would kindly ask you to request a new withdrawal which we will then mark as priority to secure the payment as soon as possible.

We thank you for your understanding.

Kind regards,

Crownplay Casino

Hi, email forwarded to Romi. No changes.

Hello Romi,

I have now received an email from CrownPlay stating that my previous withdrawal request was canceled by the payment provider.

They requested that I submit a new withdrawal request, which they stated would be treated as a priority.

I will submit the new withdrawal request and provide screenshots as evidence.

However, I would like to note that this is not the first time the withdrawal has been reversed back to my balance, despite my repeated requests for the funds to be processed and not returned for further play.

Kind regards,

Hello all.

Thank you for your cooperation.

Dear user,

We will now wait for your updates regarding the withdrawal.

Respectfully,

Romi

Hello Romi,

Unfortunately the withdrawal has again been reversed back into my playable balance. This has now happened multiple times.

I did not cancel the withdrawal myself and I do not wish to use the funds for further play.

The casino previously advised me to submit a new withdrawal request, which I did. However, the funds have again been returned to my balance instead of being paid.

I am concerned this process is deliberately repeating and preventing the withdrawal from being completed.

I have attached screenshots showing:

the balance returned to my account

previous withdrawals marked as declined

repeated processing delays

I am requesting assistance to ensure the withdrawal is processed successfully and not reversed again. (Email sent to you with current screenshot)

Kind regards,

Player

Hello Romi,

I would like to add that deposits to this casino have always processed successfully using the same payment method.

The issue only occurs when attempting to withdraw funds.

I followed the casino’s instruction to submit a new withdrawal request after they stated the previous one was cancelled by the provider. I then waited through another processing period, only for the withdrawal to again be reversed back into my playable balance.

This is now the third or fourth time this has occurred. Each time the processing timeframe starts over again.

I do not want the funds returned to my balance for further play. I only want the withdrawal processed successfully.

Kind regards,

Player

Dear user,

Have you requested a new withdrawal as the casino representative suggested, please?

Hello Romi,

I have already submitted the new withdrawal request requested by the casino and also emailed screenshots showing the balance reversals and current account status.

At this stage I am waiting for the withdrawal to process and will provide further updates if there are any changes.

Kind regards Player

Follow on - Emails of screenshot previously sent to you and again.

Hello Romi,

As of Tuesday 19/05/2026, there has still been no change.

The balance remains sitting in my playable balance and no withdrawal has been successfully processed. Bonus notifications are also continuing to appear on the account.

I am continuing to leave the balance untouched while awaiting resolution.

Kind regards

Player

Dear PlayerV6202,

Thank you for your reply.

Please be informed that your payments until now have been canceled by your payment provider.

We would recommend using an alternative payment method, for example your crypto wallet.

Otherwise you may contact your provider in order to learn about the reason of cancellation.

We hope this helps to clarify the case.

Kind regards,

Crownplay Casino

Hello Romi,

Thank you for the update.

I contacted my bank directly and was advised there are no restrictions on incoming payments or overseas credits to my account.

I also note that deposits using the same card/payment method processed successfully without issue.

At this stage, I am hesitant to switch to cryptocurrency as I am not familiar with crypto withdrawals and would prefer the casino process the withdrawal using the original payment method if possible.

The balance also continues to be returned to my playable account instead of being paid out.

Kind regards Player

Dear PlayerV6202,

Thank you for your reply.

After further investigation of your case we would kindly like to inform you that also your deposit attempts with this payment method have been canceled various times by your payment provider.

Therefore, your payment provider does not allow in or outgoing payments.

You may use another credit card which is in your name or use your crypto wallet in order to secure the successful withdrawal of your funds.

We hope this helps to clarify the case.

Kind regards,

Crownplay Casino

Please check your email nothing has changed.

Hello Romi,

Thank you for the update.

I contacted my bank directly and was advised there are no restrictions on incoming payments or overseas credits to my account.

I also note that deposits using the same card/payment method processed successfully without issue.

At this stage, I am hesitant to switch to cryptocurrency as I am not familiar with crypto withdrawals and would prefer the casino process the withdrawal using the original payment method if possible.

The balance also continues to be returned to my playable account instead of being paid out.

Kind regards Player

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Since the player mentioned dislike for crypto payments, I would like to ask both sides, if bank transfer would be an acceptable option.

Please, let me know if this would be alright, then we can proceed furhter. Thank you for your cooperation!

Hello Matej,

Thank you for taking over the complaint.

Yes, I would be willing to accept payment by bank transfer if this is available.

I have already contacted my bank and have been advised there are no restrictions on receiving incoming payments.

As I am not familiar with cryptocurrency, I would prefer a direct bank transfer if this allows the withdrawal to be processed successfully.

Thank you for your assistance.

Kind regards, Player

Thank you for the confirmation, dear PlayerV6202, much appreciated.

Dear CrownPlay Casino, would it be possible to transfer the payment via bank account transaction, as mentioned above? If so, please let us know the e-mail address where the player can send the banking details. Thank you.

Dear PlayerV6202,

Thank you for your reply.

Yes, you may use any other payment method.

As already said, the payment method that you tried to place a withdrawal with was rejected by your provider and as we can see also your deposits from the same payment method were declined by your provider.

Therefore we would recommend using any other payment method that you are feeling comfortable with and which is in your name.

We hope this helps to clarify the case.

Kind regards,

Crownplay Casino

This is great news, thank you.

Dear PlayerV6202, please send your detailed banking details /including IBAN and SWIFT if possible) to the support@crownplay.com with the subject: "Casino Guru complaint 206254 - payment details".

Please, let us know once the information has been sent. Cheers.

Thank you, will send details to you asap. Player

Hi, email sent to support@crownplay with details.

Response - Your request (.......) has been received and is being reviewed by our support staff.

I await resonse. Thanks player

Thank you for the update, dear PlayerV6202, hopefully everything will be processed shortly.

Dear CrownPlay Casino, please let us know once the payment has been processed on your end, to keep us up to date. Thank you.

Hello Matej,

As requested, I contacted provider and obtained the international transfer details for my account.

I have now sent my banking details to CrownPlay support and have received confirmation that they have transferred the case to the relevant team for review.

I am now awaiting their response and any update regarding payment of the withdrawal.

Kind regards, Player

Dear PlayerV6202,

Thank you for your reply.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and understanding.

Kind regards,

Crownplay Casino

Thank you for the confirmation of the payment processing, dear CrownPlay Casino, much appreciated.

Dear PlayerV6202, pelase let me know once the payment has been received, and whether you consider this complaint to be resolved to your satisfaction. Thank you very much.

Hello Matej,

Thank you for your assistance and support throughout this process.

I can confirm that I have now received the payment.

I consider the complaint to be resolved to my satisfaction and appreciate the efforts of Casino Guru in helping bring this matter to a successful conclusion.

Thank you again to yourself, your colleagues, and everyone involved in resolving this issue.

Kind regards,

Player

Dear PlayerV6202,

I'm happy to hear that your issue has been resolved! I'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the CrownPlay Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please 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,

Matej

Casino.Guru