HomeComplaintsClub Player Casino - Player requests a refund of her deposits.

Club Player Casino - Player requests a refund of her deposits.

Amount: $200

Club Player Casino
Safety Index:Above average
Submitted: 28 Aug 2023 | Case closed : 13 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Wisconsin had complained about poorly addressed deposit issues in the casino. The player had also reported not receiving a bonus, despite having contacted support multiple times. We had attempted to investigate the issue and extended the timer for the player's response. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation. As a result, the complaint was rejected.

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1 year ago

On 8/23 I made a deposit and it came right out of my account. However right after it came out I got notified by the casino it was denied. I messaged customer service to let them know the issue, she told me it didn’t come out that it’s pending. I told her that it was balance impacting and came right out that normally it would show as pending. I was assured the money would be returned to me. I checked my account three days later and the payment had now posted to my account. I messaged again explaining I was told it wouldn’t pull and now it did. I sent a screen shot of both my of the transactions for that day, the second went through. The screen shots were time stamped and had a transaction number, a number that corresponds with the screen shot u sent the first day when they said it didn’t go through. Now that I sent in proof I needed to send in even more proof yet again to get my deposit. I had now wasted like an hour of time and still had no credit, now needing to send in more info to be reviewed. The rep was very aggressive with me due to the fact that I was upset about what had happened. Well two days later I go into my account and the deposit here but no bonus, and I claimed a bonus code. I contacted support and explained this and also that on the day I bought both credits I got an email that if I did the two deposits I could get a 30 chip. I asked for the bonuses to be added. After spending like a half our, sending screen shots of emails, I got a response that I needed to contact them later for resolution due to a system update. So an hour later I started over and while waiting for the chat like 20 minutes I played my credits. When the rep finally came in I was busy working and they don’t respond forever, so I let them know about the issue and I was reaching out yet again and had invested 5 days of waiting and now 2 hours chatting and that I’m writing again to get my bonuses. I missed the response due to waiting so long to be told now that I can’t get that bonus because I spent the deposit. I am on fire right now. The issue was on there end, I had to jump through hoops just to get any credit, explain the situation over and over and that was customer services response to all the issues they caused me, another slap in the face. I want my credits and the 30 bonus for the two deposits in one day and would appreciate something to make this right as what I have been asking for is what I paid for.

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1 year ago

Dear ashleygilmo,

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

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

Could you please confirm if all deposits you made to the casino were received on your casino account in the end?

Do I understand correctly the deposits you made to the casino were 45.88; 47.07 and 47.03 USD (with transaction fees)?

Do I understand correctly you played down your deposited funds entirely?

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


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1 year ago

Dear ashleygilmo,

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.

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1 year ago

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.

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