Crowngold Casino - Тегленето на играча се забавя.

Hello, I recently filed a complaint which was rejected because apparently I no longer have the money in the casino. But I do have it. This is a big problem with the casino; I'm being lied to and strung along from start to finish. I urgently need help. I will provide everything you need.

Hallo ich habe letztens schonmal eine beschwerde eingereicht die abgelehnt wurde weil ich anscheind das Geld nicht mehr auf dem Casino hab das hab ich aber es handelt sich hier um ein großes problem mit dem Casino ich werde hier von vorne bis hinten verrascht und hingehalten ich brauch dringend hilfe ich stelle alle Sachen die sie brauchen zur Verfügung

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which identity documents have you most recently provided to the casino for the verification of your account? Kindly specify the types of documents you sent and when exactly you sent them.
• Are you able to access your casino account?
• Are there any documents in your account that are still pending verification?
• When was the last time you communicated with the casino regarding the verification of your account?
• How many pending withdrawal requests are currently in your account?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika, thanks for accepting my complaint. Several months ago, I verified my account and even made a withdrawal. They didn't make such a fuss then. It started with them wanting some kind of email confirmation from my crypto wallet, which wasn't even possible since I use Phantom Wallet, an offline wallet. I then clarified this with VIP support (I'm actually a VIP player there, but they don't care about me). So, everything was sorted out, and I thought everything was fine. I made the withdrawal (I'm supposed to withdraw in €1000 increments, which isn't a problem, but anyway, just so you know what happened). The next day, I thought the withdrawal would finally arrive, but I didn't receive an email saying it was rejected. Instead, it said I had to verify my account, even though I'd already done that. So, I contacted support again, and they wanted a picture of me with my ID and my profile information in the background. I did that, and then I had to upload my ID and proof of address a second time. Okay, so I just did that, uploaded new ID photos, and uploaded my most recent bank statement. (From June) Today is July, so it's not old because it shouldn't be older than 90 days. So I thought, what else could be missing? The money should really arrive now, hopefully. So the next day, the payout was canceled, and although the proof of address was accepted the day before, it was then marked as red (rejected) on the second day. I'm supposed to upload a utility bill or bank statement that isn't older than 90 days, which I already did. The bank statement was from June, and it's mid-July, so it can't get any more recent than that. Yeah, I don't know if they don't have any money, but they can tell they're trying to stall me and keep coming up with some nonsense. Just to mention briefly, sorry it's so long, but I want to explain in detail how it went down. Then I contacted the VIP manager I had on WhatsApp one evening because no working hours etc. were specified. Regarding the problem with the crypto wallet at the beginning, I (I'm also attaching a picture of the chat) sent him everything about my problem, what the casino wanted from me, which wasn't possible, which I later clarified with VIP support (live chat). Then he Then, after I had sent everything, he simply wrote to me, and I quote, 'Let me watch football,' and then just blocked me on WhatsApp. So I have absolutely no idea what's going on here, but it's completely messed up.

Exactly

Let's move on to question 2: yes, I can log in and do everything.

Question 3

Yesterday I uploaded something else from my bank as proof of address, which is currently marked as accepted, but as I said, that can still change, as has happened before. Otherwise, nothing else is pending at the moment.

question 4

Last night around 2, 3, or 4 AM, I briefly contacted support to ask about the status, and then I just thought to myself, "I'll just upload something from the bank again, maybe it'll work," because I'm so desperate.

Question 5

Currently, €1000 is pending payout and hasn't been canceled yet; it's still open, but as I said, that can still change. My profile shows at least 20 canceled payouts because they always come up with some kind of nonsense, and I have to pay out in €1000 increments.

Question 6

I had won around €5000 playing XWaysHoarder 2, spinning in the super bonus on 40 cent bets.

Hallo Veronika danke fürs annehmen der Beschwerde und zwar hatte ich vor mehreren Monaten schonmal mich da verifiziert gehabt und damals auch ausgezahlt da wurde nicht so ein Theater gemacht wie jetzt also es hat damit angefangen das die irgendeine Email Bestätigung von meiner Crypto Wallet wollten was bei meiner wallet nichtmal möglich war da ich Phantom Wallet benutze das ist eine Offline Wallet darauf hin hatte ich mit dem VIP Support das abgeklärt (Bin VIP Spieler da eigentlich aber auf mich wird trotzdem geschissen juckt die nicht) so dann das alles geklärt gedacht jetzt passt alles Auszahlung gemacht ( ich soll in 1000€ Schritte auszahlen was eigentlich kein Thema ist aber egal nur zur Information was alles passiert ist) so nächster Tag ich dachte ja Auszahlung wird jetzt an den Tag kommen dann hab ich keine Mail bekommen das die abgelehnt wurde und es stand ich muss mein Konto verifizieren obwohl ich das Schonmal gemacht hatte so wieder in Support dann wollten die ein Bild von mir mit Ausweis und im Hintergrund meine Profil Informationen so das gemacht dann musste ich nochmal zum 2 Mal mein Ausweis und mein Adressnachweis hochladen gut darauf hin hab ich das einfach gemacht hab neue Ausweisbilder hochgeladen und den aktuellsten Kontoauszug hochgeladen (aus Juni) heute ist Juli also nicht alt weil er sollte nicht älter als 90 Tage sein so dann gedacht also was soll jetzt noch fehlen jetzt sollte das Geld wirklich hoffentlich kommen so nächster Tag Auszahlung storniert und obwohl der adressnachweis am vor Tag akzeptiert wurde wurde er dann am 2 Tag auf Rot gemacht also abgelehnt ich soll eine Versorgungsrechnung oder Kontoauszug hochladen das nicht älter als 90 Tage ist was ich aber gemacht hab der Kontoauszug war vom Juni es ist Mitte Juli also aktueller geht nicht joa keine ahnung ob die kein Geld haben aber sie merken ja die wollen mich so hinhalten und kommen jedesmal mit irgendeiner scheiße so noch kurz zu erwähnen sorry das es so viel ist möchte aber ausführlich erklären wie es abgelaufen ist dann hab ich auch den VIP Manager den ich auf WhatsApp hatte an einem Abend kontaktiert da keine Arbeitszeiten etc. angegeben waren bezüglich des Problems mit der Crypto Wallet am Anfang darauf hin ich( häng auch ein Bild an vom Chat) hab ich ihn alles geschickt was mein Problem ist was das Casino von mir will was aber ja nicht möglich war was ich später mit dem vip Support (Live Chat) geklärt hatte dann hatte er darauf hin mir einfach nach dem ich alles geschickt hatte von meiner Seite geschrieben ich zittiere 'Lass mich Fußball schauen und hatte mich darauf hin einfach auf WhatsApp blockiert genau also keine ahnung was hier abgeht aber ganz krank

genau

kommen wir zu frage 2 ja ich kann mich einloggen und auch alles machen

Frage 3

Ich hab jetzt als Adressnachweis gestern etwas anderes hochgeladen von meiner Bank das steht im Moment auf Akzeptiert aber das kann sich wie gesagt ist ja schonmal passiert noch ändern sonst ist nichts mehr im Moment offen

frage 4

Heute Nacht um 2-3-4 Uhr sowas hatte ich einmal kurz im Support nachgefragt wie es jetzt aussieht und dann hab ich einfach von mir gedacht kommt ladst einfach nochmal irgendwas von Bank hoch villeicht klappt es weil ich schon so verzweifelt bin

Frage 5

im Moment sind 1000€ in Auszahlung und wurden noch nicht storniert sind noch offen aber kann sich wie gesagt noch ändern in meinem Profil steht locker 20 mal Auszahlung storniert weil die eben immer mit irgendeiner Scheiße noch kommen und muss ja 1000€ Schritte auszahlen

Frage 6

Ich hatte um die 5000€ bei XWaysHoarder 2 gewonnen auf 40 Cent den Superbonus reingespinnt

Dear kilianh48742

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, Samuel ([email protected]). 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,

Veronika

Dear kilianh48742,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Crowngold Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Crowngold Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Kilianh48742 and Casino Guru Team,

Thank you for bringing this matter to our attention. We appreciate your patience and cooperation throughout this process.

The delay in processing the withdrawal was due to an additional verification process conducted in accordance with our Terms and Conditions, which grant the Company the right to perform such checks at its sole discretion to verify a player's identity and contact information. As part of this process, updated documentation was requested and carefully reviewed to ensure full compliance with our verification requirements. We understand this may have taken longer than expected and sincerely regret any inconvenience it may have caused.

We are pleased to confirm that once the verification was completed, the following withdrawals were processed:

- 1,000 EUR on July 20, 2026, at 01:56:04 UTC;

- 1,000 EUR on July 23, 2026, at 01:51:51 UTC.

Regarding the communication concerns raised, we sincerely apologize for the experience and want to assure you that this does not reflect our standard of service. Your feedback has been duly noted, and we will take the necessary steps to prevent similar situations in the future.

If you have any further questions, please do not hesitate to contact us at [email protected].

Best regards,

Crowngold Casino Team

Hello everyone,

Dear Crowngold Casino,

thank you for your explanation and for confirming that the verification has been completed and that the two withdrawals have already been processed. I appreciate your clarification as well as your acknowledgment of the communication issues raised by the player.

Dear kilianh48742,

could you please confirm whether you have successfully received both of the above withdrawals? Additionally, have you submitted any further withdrawal requests since then, and if so, are they being processed without any issues?

Thank you both for your cooperation.

Dear kilianh48742,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru