Club Player Casino - Player's Bitcoin withdrawal is delayed.

I request a withdrawal of 100 dollars. It was approved on the 27th until today a haven't received it and it was a bitcoin withdrawal

Dear maredibetty2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your account was successfully verified in the past? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear maredibetty2,

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.

Gooday

I'm glad you are helping me but even today I haven't received anything from club player casino. It's even hard to contact them they don't respond to emails and even their live chat is not working. I Wil be glad if this can finally resolve and I receive my funds

Hope to hear from u guy soon

Thanks

Thank you very much, maredibetty2, for providing all the necessary information. I will now transfer your complaint to my colleague Endri (endri.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, maredibetty2, 

I am sorry to hear that your withdrawal has been delayed for a few weeks from today. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Club Player Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear Club Player Casino, 

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? 

Thank you in advance for providing the information. 

Gooday

Thanks for inviting the club player representative .I hope the issue could be resolved in no time.hope to hear from u soon

Greetings all,

I reviewed the situation and the terms and conditions of the casino as well as the free chips themselves state there needs to be a cash deposit between these free chips to be valid for withdrawal. Unfortunately in this case there isn't anything I can do to assist.

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

Best wishes,

Nick and Club Player

Dear maredibetty2,

Unfortunately, I was provided with sufficient evidence supporting Nick's claims and the casino's decision.

After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple free bonuses were redeemed consecutively without making a deposit. From the evidence provided by Nick, I could see that there were used a few no-deposit bonuses without a real-money deposit.

It is the players' obligation to read the terms and conditions before accepting them. Moreover, we are talking about no-deposit bonuses and free money. The casinos can limit this free money as they see fit unless it is not against our Fair Gambling Codex. The ideal case would be if the casinos enforce their rules by software. But, currently, it is not an industry standard and therefore, we are able to accept it. In addition, it makes sense that any casino will not give its players only free money until they win and play the no-deposit bonus by the rules that they set.

The applied rules are available  - HERE in section "Rules" - "No Deposit Bonuses (Free Chips, Free Spins)", rules 4. and 17. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at endri.k@casino.guru.

Thank you very much, Nick and Club Player Casino, for providing the necessary details and for your cooperation.

Best regards,

Endri, Casino.Guru