Club Player Casino - Player is disatisfied with overall experience.

hello my name is Casandra i am new at club player casino ..My first problem is getting in touch with customer support..when i call the support number they ask for some type of code..which i have no idea what that can be...I cant seen in no documents to verify my account because the email they have,its saying the email address can not be found..The next thing is that i was giving 50 free chips...I hit the major on the game and that brought my account to be 2,000 and something ..which then somehow the casino did a coupon reversal..its like someone reversed my winnings...i am new to this and trying to get a better understanding of why was it reversed and why i cant send in my documents to verfied my account...Even with withdraw..Again its hard to get in touch with anybody...im beginning to think its a scam.....Help someone

Dear Casandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus was in play? Would you be so kind and send us a link or promo code?

Do I understand correctly that you haven't received any further explanation regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Best regards,

Kristina

• yes i will attach these documents again...I can not get threw to customer support, because the number i call it wants a code, which i do not no what that meant..The email address that was given to send in documents to verfied your documents was not found..and then yall gave me 50 free chips coupon was XSELL50 that was reversed .. my winning was tooken back which was a balance of 1,948.51 i would atleast try to get this straighting out ....documents are attach again below .....THank you Casandra M***

Thank you very much Casandra for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Casandra!

From now on, I will take care of your complaint. I would like to invite Club Player Casino into this complaint in order to help us resolve the issue.

Greetings all,

I have reviewed your case Casandra and as stated in the "coupon reversal" email when you successfully completed the required playthrough on your welcome chip the system automatically removed the non-cashable amount and left you with the $100 maximum cashout amount for the bonus in play. You are still eligible for the $100 cashout from what I can tell, we just need to get some documents and a confirmation of payout method from you first.

Looking at the screenshots above I see you have attempted to contact @clubplayerScasino (see the "s" there) rather than @clubplayercasino (singular, no "s"). Try correcting that and see if you have better luck.

Hopefully that works better for you, keep us posted.

Best wishes,

Nick and Club Player

Hello Casandra!

Please be advised, that in order to proceed with your withdrawal the best way would be to follow the instructions provided by the Nicks entry above.

Let us know when there will be some development, please.

Hello Casandra!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

@ Martin thank you for explaining it better to me ,.i will be sending in my documents to get verified thank you

Dear Casandra,

Please let us know once there will be any development.

Hello Casandra!

Do you have any news regarding your case? We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.