Club Player Casino - Player's approved withdrawal is missing.

I requested a withdrawal on 11/27/2023, I emailed the casino on 12/14 to ask for any updates on my withdraw and received no response. The next day the withdraw said it was approved by a manager but I did not receive it and the money has seemed to disappear. The withdrawal is no longer pending on my account and not sure what to do.

Dear hendesarah,

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

On this platform, the 'approved by the manager' status means the money has been confiscated.

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

• Have you been informed why the money has been confiscated?
• Could you please share your recent transaction history starting with your most recent deposit in the casino?

Please share the screenshots here or alternatively send the information to my email at tomas@casino.guru

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, I have not had any communication with the casino in regards to my withdraw request. I redeemed a free spin bonus, and verified and deposited the required amount. I notice now that I have the $10 'promo credit' in my account. I am not sure what this is? Thanks for your help.

Thank you very much, hendesarah, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello hendesarah,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Club Player Casino representative to join this conversation and participate in resolving this complaint.

Dear Club Player Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Greetings all,

I have reviewed the situation and it appears that the free chip in play at the time of the win was the 9th consecutive free chip in a row within the account with no previous deposit history. The terms and conditions of the casino and free chips themselves state that only one free chip is valid between cash deposits thus the requested withdrawal was denied. The $10 currently in the account is the cash deposit for account confirmation, it is cash and can be played as thus within the casino.

Best wishes,

Nick and Club Player

Dear Club Player Casino,

Thank you for your response and the information provided.

Could you provide evidence that the player has used the 9th consecutive free chip without a deposit history? You can send it to me via Skype.

Thank you very much in advance for providing the information.

Greetings all,

Supporting documentation has been forwarded to the casino.guru team, the $10 playable balance mentioned previously has now been played to $0.

Best wishes,

Nick and Club Player

Hello hendesarah,

I have reviewed the provided evidence by the casino, and it looks like the free chip in play at the time of the win was the 7th consecutive free chip in a row within the account with no previous deposit history.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.