Club Player Casino - Player has been accused of opening multiple accounts.

Approved for 200.15 withdrawal . Submitted and approved verification. Docs. On 7 the day the day for them to send $ marked manager withdrawl. Chatted w Cust service said because I have two accounts. Had chatted w them throughout week always told me everything ready to go on 7th day money would b sent. Have downloaded whole chat transcript. 

Dear Kwlb2409,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

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

Best regards,

Petronela

Dear Kwlb2409,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello now they are saying there's not two accounts but they never got verification docs which I confirmed they did. It was made a no deposit bonus met playthrough request withdrawal submitted docs always told I was approved now they are just switch excuses.

Thank you very much, Kwlb2409, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi Kwlb2409,

I've just reviewed your case and fully understand your concerns about the withdrawal request not being processed. I'll try my best to help you by contacting the casino.

Dear Club Player Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's issue? What is the current status of the player's account, is it fully verified or not? If not, what documents are missing? The player also mentioned that she was accused of creating multiple accounts, are there any reasons for such statements?

Please, feel free to send all the relevant evidence to my email at natalia.b@casino.guru.

Hope to hear from you soon.

Regards,

Natalia

Greetings all,

There are 5 accounts in total so the statement regarding multiple accounts would be correct. There is more than one reason the withdrawal request was denied however.

Having multiple accounts is indeed against the terms and conditions of the casino and ultimately this is the reason noted in the account for the denial, thus the confusion regarding customer service and them perhaps seeming to change gears in their explanation.

The other and perhaps more important issue is the fact that the win was using a weekly insurance bonus based on a deposit amount which was never collected. This deposit is a "collect refusal" which means that our 3rd party attempted to collect on the deposit and it was refused on the player end. Being as there are no other deposits in this (or any other) account the rule regarding no multiple free chips in a row comes into play and it is twofold as the other accounts had already received welcome chips and the bonus itself was a benefit based on an incomplete transaction.

We use 3rd party payment providers to both send and receive funds from players, the deposit is credited immediately for the convenience of the player however there is a delay before we can see if the transaction is completed or not then have it updated within our financial system. In that time the system issued the weekly insurance.

If the deposit cleared your bank it is possible I may be able to argue in your favor Kwlb2409 however if there was no completed transaction there is little I can do in this case.

Best wishes,

Nick and Club Player

What is the deposit amount required I'd be willing to make it if redeem is honored? I don't have 5 accounts was told for a week withdrawal was cleared just had to wait 7 days and it would be processed. Again let me know the deposit amount if withdrawal will be processed.

Dear Nick and Club Player team, thank you for the reply. Since you've accused the player of creating multiple accounts, I would really appreciate it if you may send the evidence to my email at natalia.b@casino.guru alongside any proof of the "collect refusal" issue.

Hey Natalia,

I've forwarded you supporting evidence, if you need anything else just let me know.

Best wishes,

Nick and Club Player

Dear Kwlb2409, I'd like to confirm that I have received the email from Nick and Club Player, we are in contact regarding your case. I'll keep you updated in the nearest few days, thank you very much for your patience!

Regards,

Natalia

Unfortunately, after gathering all the necessary evidence and information we are rejecting this complaint as unjustified. My apologies for not being able to help you with this case, but please, do not hesitate to contact us in the future if you have any troubles with this or any other casino. We are here to help.