CrownPlay Casino - Бонусные выигрыши игрока были конфискованы.

Hello!

I was playing a 100% deposit bonus at Crown Play (Up to 200NOK bonus) - I deposited 250 NOK, and recieved 200NOK as bonus (see attachment/picture:). I recieved a email about the bonus - its in Norwegian, but you are also able to see the terms of the bonus at the bottom of the picture (see attachment/picture: "Bonus from Crownplay").

Right after I wagered the bonus, it went to zero, and Ive been contacting support on chat, that say its a 5x of the deposit as max win on the bonus. There is no information about this on deposit bonuses in the terms. They also managed to wipe out everything, so it currently says ive got zero in balance. If I go to the bonus section, it says the bonus expired. Ive also taken screenshot about the terms from their website. The only info about a 5x win is from no-deposit bonuses, but i signed up on a deposit bonus.

Here is the terms:

https://crownplay4.com/en/rules

Ive also taken screenshots of the terms, in case they change it up somehow.

I would really appreciate your expertise here, Casino Guru. Please, what can I do?

Dear thomashallan87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CrownPlay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you finished wagering the bonus - 30x (bonus+deposit)?
• Could you please share the communication from the casino regarding the issue?
• My email is tomas@casino.guru

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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

It seems after some hours, that they refunded the amount to my account. They mentioned that a error had occured, and thats why it happend. I havent tried to withdraw the cash yet, but just crossing my fingers there wont be any more problems regarding this.

We can say this case is completed by now 🙂

Thanks 🙂

Dear thomashallan87,

I am releieved to hear that your issue has been resolved. Could you please confirm you managed to withdraw your winnings from the bonus?

Please let me know.

Dear thomashallan87,

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.

Dear thomashallan87,

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation. 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, 

Tomas

Casino.Guru