Club Player Casino - Player is facing withdrawal and customer service issues.

I have been trying to make a withdrawal dime out of $120.72 for well over a week now I can’t seem to get anybody on the phone it either disconnects me or the phone line is constantly busy. Nobody replies to my emails, and when I hit live chat, it does not prompt me into a chat screen so I can speak to somebody I’m trying to make a deposit in bitcoin to verify my account and I’m having a difficult time because I’m not familiar with bitcoin but I do have the $10 in there I just can’t seem to make the deposit I’m just getting to the point where I’m just gonna go in and just play the funds out and disable the account completely

Dear Kcasper214,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Do I understand correctly that your winnings were accumulated from a free bonus?

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 Kcasper214,

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.

Hi thank you for the responses! After going back into the site and I had noticed that withdrawing was seemingly different from the previous times. I had noticed I can now withdraw funds and have wired to my bank. So I placed another withdrawal that had FINALLY been approved and just waiting for funds to appear in my account. It was approved few days ago so now it being the weekend I hope I’ll receive funds tomorrow or Tuesday at the latest. However if I don’t receive the funds I’ll check back with you and see what can be done, bc I was actually able to increase my winnings so now I’m really looking forward to seeing them in my account very soon! Thank you!

Great news. I hope you will receive your winnings this week. Please keep me informed.

Dear Kcasper214,

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.

Ok back to where we started! Still no way to get in touch with these ppl. I was finally able to make withdrawal however the options were to wire funds to my account, receive a check in the mail or bitcoin. Well to me the fastest way was I assumed wire transfer to my bank account. So I proceeded and supplied all the information they requested my account and routing numbers, my credentials, everything! I know wire can be delayed but not this long. I put withdrawal in on July 24th for wire transfer that if you see in screen was approved, so that’s why I said things were ok. However on the 27th the wire transfer was denied, then approved again by the manager, then manager denied it then finally it said manager approved withdrawal. So I been checking my accounts everyday and still nothing been posted to my account. I’m getting really frustrated with this site snd have tried so many different ways of finding way to comment with an agent but I’m getting nowhere. This withdrawal was for $200.00 and I desperately need this money. I was recently diagnosed with breast cancer snd I’m going to need surgery plus I’m on SSD and only get one check a month. So every lil bit of $ i get im trying to save! I really don’t know what you can do for me bc I’ve exhausted all my resources! I still get email from them promoting games but noticed at the very bottom of the email shows their address and it’s a P.O Box address I’m like what’s with that? So that’s where I stand right now with this and would appreciate anything you can do for me! Thank you!

Oh I forgot to add my screenshot

Hi, are you still working on my case? I replied back plus sent screenshots also of the transaction from the site! Still the phone number is constantly busy, no reply’s to anyone from my email and live chat doesn’t open! However they keep sending me emails for different promos snd bonuses they offering! This is a nightmare! Please get back to me ASAP

Thank you very much, Kcasper214, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Kcasper214!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you Pavel. All I can say is good luck in getting a response from this casino. I’ve tried everything but hop on a plane and fly to Florida casino myself, however I’d still never find them bc they have a PO Box address. I will as I think of it now maybe write to them bc that’s all I have left in contacting them. But please feel free to do whatever you need to do in waiting for a response from them. Let me ask you few questions, first is it ok if I write them at the PO Box address they provide bc I don’t want to be stepping on your toes as you are willing to help me also? Secondly, what happens if they don’t respond in the amount of time you provide for them? Does my case just get closed with no results? Lastly, am I the only person who is having issues with this particular casino? Your responses I hope will help me understand why this is happening, bc I’ve never had an issue like this before! I look forward to hearing back from you with hopefully good news 🙏..thank you

Kcasper214, regarding your questions:

1. You can write me to their P.O. box address, it will not disrupt our process in any way, but I would suggest to wait until we try to resolve the complaint, so you save your time and money.
2. Casino usually has two weeks to give a response, during this timeframe we will try to reach them using all possible methods. If they do not give any reply at all, we close the complaint as unresolved which is affecting casino's safety index in the review and, hopefully, makes them participate in resolving complaints.
3. As for the statistics, I think it is in your side, because this casino has 43 complaints, 3 of which are opened now, 28 of them are rejected and 12 of them are resolved. You can also check all of the complaints in the "Safety Index explained" tab in the casino review. Complaints for this casino are displayed at first, then complaints for sister casinos are shown. As you can see, there are no unresolved complaints, so the chance that casino gives a response is quite high.

Ok so I guess my best bet is to just wait to see if they respond back to the complaint that’s being cared for. So they have 5-6 days, and if there no response you will close my case as unresolved , is that the same as it being rejected bc the stats you showed me with only 12 actually being resolved out of 43 complaints. 12 being resolved doesn’t really change the fact they are not paying out to the players. But I’ll check in before I send any letter to address. I assume you using all the same information that I was using to make contact with this casino! Hope something good comes out of this! Thank you

Thank you for your understanding and patience, Kcasper214!

Complaints are rejected in case it is clear that the player breached any term and behaved in an unfair manner or player sports betting (we cannot assist in cases related to sports betting because we don't have enough insight on this matter). And also, the casino has 5-6 days to reply, and then it will be 7 more days.

Ok thank you for clarifying that for me! I hope 🤞 that this isn’t the case here bc all it would of taken was a simple email from the casino informing me that there was additional credits that I needed to meet in order to fulfill my withdrawal request. However, that isn’t the case here bc to me once I made the withdrawal request as a wire transfer directly into my account and provided my account information as this was one of the options offered, it seems that’s when things got weird and it was approved, then denied then manager approved again then suddenly funds disappeared and no explanation was provided to me. I’m not familiar with bitcoin and other option was receive a check, which I should have probably done had I known that it would have been this difficult to receive the funds. I’m forever thankful for finding you guys and offer players help with any situation they having with the casinos! Keep me posted and have a great day!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning! So you’re saying that if you don’t get response you will close case which will impact the casinos rating and basically I’ve lost out in receiving my funds! Can I now send them a letter to the address that is at bottom of the site?

Good morning, Kcasper214! You can send the letter. Also, we are still actively trying to involve casino in resolving the issue.

I will do that right away! Once I hear anything, that IS IF I get any sort of reply, I will let you know! You keep me posted as well, thank you

Greetings all,

I had the opportunity to review the situation and unfortunately the funds are not eligible for withdrawal. The terms and conditions state that only one free chip is eligible between cash deposits, in this case the funds in question were from the 5th consecutive free chip with no deposit history in the account thus the withdrawal request was denied.

Supporting documentation has been forwarded to the casino.guru team for review.

Best,

Nick and Club Player

Kcasper214, we have received the information with proofs from the casino representative that you have taken multiple no-deposit bonuses in a row without making any deposit between them. According to rules cited below it is prohibited by the casino and we do not consider it unfair practice as player does not lose any real funds.

"NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

4.Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

I am sorry to say, but we are forced to reject your complaint. Also, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Respectfully,

Pavel K

Casino Guru Team