Club Player Casino - Player is struggling to complete the account verification.

On November 15th I met the requirements to cash out so i tried making a withdrawal. The site then said I need to verify my account before I was able to make a withdrawal. So I sent a picture of my ID and a piece of mail I received within the past 3 months (as required) to documents@clubplayercasino.com. I got an email back immediately from a bot saying the documents were sent but it would take 2-3 days for a real person to verify my account. After 4 days with no response I email the same email and help@clubplayercasino.com with the same documents. It is now December 5th and I still have yet to receive a message back from either emails to verify my account.

Dear jasminelyons1423,

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 and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided beside the ID and when exactly did you send the last one? Have you received any reply from the casino whatsoever?

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,

Tomas

Dear jasminelyons1423,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've received this message from the player and decided to reopen the case:

"On the 15 and 22nd of November sent a picture of both the front and back of my ID, plus a picture of a piece of mail to confirm my address on my ID to documents@clubplayercasino.com. I got an email back immediately from a bot saying it would take up to 72 hours to confirm my account. But I have yet to get a response from an actual person and my account has still not been verified. Today at 8:15am I resent all the documents and did not even get a response from a bot saying they received my email."

I apologize for not replying sooner, jasminelyons1423.

Could you confirm for me the verification with the casino is still not complete, since your last message?

No problem at all Tomas, thank you for getting back to me and reopening my case. I still have yet to get any email back from the casino. I also just checked my Club Player account and it is still not verified.

Dear jasminelyons1423,

Could you please explain what document exactly you submitted as proof of address to the casino?

"a picture of a piece of mail to confirm my address on my ID "

Usually, the document that is required is a pdf or a photo of a utility bill, phone, or internet bill with your name and address.

I'll look forward to your reply.

I sent a picture of both the front and back of my ID and I sent a picture of North Western energy bill. Both documents having my current address on them

Thanks, jasminelyons1423.

Please understand the casino need to conclude the document is valid. I encourage you to provide the casino with a document that is entirely visible in the picture, with all information legible. I am afraid the documents such as the one you provided for your proof of address won't be accepted by the casino for this reason.

Please let me know about any further development.

So if I provide the casino with both front and back of my ID (same 2 pictures I sent you earlier) and this new piece of mail (dated 12/29/22). Would these documents be enough to confirm my identity through the casino?

Dear jasminelyons1423,

Has there been any progress with your verification in the casino? Were the documents you submitted the last time accepted? Was your withdrawal processed? Please let me know. Much appreciated!

I submitted all the documents to club player casino on January 12th and I still haven't heard from the casino. My club player account still says I need to verify my account before withdrawing money.

Thank you very much, jasminelyons1423, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you so much for your help with trying to solve my issue. Should I be looking for an email from natalia.b@casino.guru or should I keep looking here for updates?

Hi jasminelyons1423,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Club Player Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? Have there been any documents missing?

Looking forward to hearing from you.

Best wishes,

Natalia

Greetings all,

I've reviewed the situation and was able to locate your submitted documentation in our email system jasminelyons1423. I submitted the information for review but the utility bill supplied as proof of address is folded and can't be scanned by our system. I've had it temporarily approved but if you could please re-submit a full copy of a recent utility bill and let me know here I will have it reviewed for you as quickly as possible. It will be necessary before we can move forward with payout.

You should now be able to request withdrawal, the maximum cashout value for the free chip in play at the time of the win is $100. We will also require a valid method of payout on file before the request can be reviewed and potentially approved. For the sake of simplicity I would suggest posting your Bitcoin address here, Natalia can lock the comment so it is private or you can include it in the email with the updated documentation.

Best wishes,

Nick and Club Player

Hi Nick, thank you very much for your response.

Dear jasminelyons1423, I hope you've seen a reply from the casino representative. Could you please provide the casino with your utility bill in an appropriate quality?

Best regards,

Natalia

Hi jasminelyons1423, thanks for providing the requested information. I hope you understand, that you can use only those payment methods that belong to you.

Dear Club Player Casino, would you please check if the quality of the provided document is sufficient to make the account verified? And please, keep us updated on the status of the player's withdrawal request. Thank you.

Best wishes,

Natalia

I cancelled my withdrawal because it was my boyfriends Bitcoin account not mine. Now when I go to make a withdrawal there's only one withdrawal method available to choose, and it says I have to make a $30 deposit to confirm my account

Greetings jasminelyons1423,

Documents are now complete and posted to your account.

Regarding the verification deposit this is correct actually. We have a new procedure in place that (much like Netflix, Amazon, or other vendors) requires confirmation of deposit method for account verification. The minimum deposit amount for credit card transaction through our 3rd party payment providers is $30 thus the limit was set at $30 as that is the lowest amount we can process.

These funds are just for verification and can be included in your withdrawal request and withdrawn once the verification is complete. Or they can be played, however you prefer.

Is this not an option for you?

Best wishes,

Nick and Club Player

I just wanted to make sure I would be able to withdraw my money once I've deposited money to my account

I just tried depositing the $30 and it keeps saying it's getting declined but I'm not even getting a notification saying that anything was trying to charge my account or that anything was declined. I just did the same thing with Crypto Loko casino and had no problems. Plus I only had to do a $10 Bitcoin deposit to confirm my account, so I just don't understand why I'm having so much problems with getting my money from Club Player Casino

So I'm still not able to withdraw my money and it isn't accepting my payment method to confirm my wallet.

Dear jasminelyons1423, thank you for keeping us updated.

Dear Nick and Club Player Casino, could you please check why the player cannot make a successful deposit and it's being declined? Thank you.

Hey all,

Hmmmmm, could you try a $10 Bitcoin deposit instead jasminelyons1423? That should do it.

Best wishes,

Nick and Club Player

Yes that would be perfect, that's how I did it with the other online Casino and it worked just fine. But I'm not even getting the option to to deposit in Bitcoin, just the $30 with a credit card.

Dear jasminelyons1423, I'm sorry to hear that you still have such troubles.

Dear Nick, could you please check again what can be the reasons the player's not enabled to make a verification deposit with bitcoin? Thank you.

I was able to withdraw and receive my winnings from Club Player Casino. Thank you Natalia for your all your help 😊

Dear jasminelyons1423,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please 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.

Best regards,

Natalia