Club Player Casino - Player’s struggling to complete account verification.

When I applied for withdrawal, I received an email saying that my account verification was required. I was told that I needed something that would give me an address, such as a driver's license and utility bills, so I submitted it immediately.

A few days later I was asked to submit a selfie and credit card photo.

At the same time, I was asked to sign and send the documents and sent them immediately.

Also, a few days later, I couldn't withdraw from the bank, so I received an email asking me to tell me the Bitcoin address, so I immediately replied to the email.

There is no communication there. No matter how many times I email, I don't get a reply.

Is this a fraudulent casino for stealing personal information and card numbers?

Dear sk,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have accumulated your winnings from a No Deposit bonus purely? Have you deposited any funds into your account?  

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

I also use other casinos, so I have a good understanding of KYC.

Using the non-deposit bonus of 66USD, it increased to 2500USD, but since the withdrawal limit is up to 100USD, it was deducted by 2400USD to 100USD.

I increased it again based on 100 USD.

In the first place, I feel distrustful that I do not receive a reply no matter how many times I send an email. I got a reply immediately when I authenticated my account, but I didn't get a reply at all after talking about withdrawal.

Thank you very much, sk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: I have corrected the disputed amount from $800 to $100.

Hello sk,

I looked at your complaint and will do my best to help you. I would like to invite Club Player Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

After being reduced to 100USD, it increased to 800USD, so the dispute amount is 800USD.

For the time being, I'm wondering why I'm ignoring emails all the time.

Greetings all,

The maximum withdrawable amount on the $77 free chip in question is $100, you are however eligible to withdraw that from what I can see and I apologize for the inconvenience. As your documents are in Japanese they needed to be manually reviewed and approved, I have located them in our system and had them reviewed, approved, and updated in your casino account. You also have Bitcoin approved as a withdrawal method.

The balance is still in your account as playable, please request it now as a withdrawal. Once we have a requested withdrawal I can have it reviewed for approval and with any luck paid out soon.

Thanks so much for your cooperation and looking forward to a speedy resolution.

Best wishes,

Nick and Club Player

Greetings sk,

Thanks for your cooperation, I have had your requested withdrawal approved. In theory it should be paid out in the next business day or two via Bitcoin.

Let us know when it comes in.

Best wishes,

Nick and Club Player

Greetings all,

Payment was made via Bitcoin on the 9th of September, I have reviewed the provided wallet and the funds arrived safely.

Best wishes,

Nick and Club Player

Dear sk,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.