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

I have a problem i can't get my account verification process done there is no response from the casino and i submitted my documents several times already

Dear Mycasinoguru,

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 how many days ago you requested a withdrawal and started the account verification? Have you uploaded personal documents required for the verification inside your casino account, or they have been sent via email to be verified?

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 have submitted the first two times more than 4weeks ago and have send them emails to Customer support also and stil no reply and i submitted the documents again today

Thank you very much, Mycasinoguru, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Hello Mycasinoguru,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Club Player Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

So as you can see thats what this casino do they don't reply they are very fast to except money but take forever when they must pay out

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

So you will close the complain as unresolved you can close it now cause the casino won't reply that's a casino full of empty promises i won't refer anyone to play there

Greetings all,

In this situation we have a total of 3 player accounts, all of which have had free bonuses (2 of them twice) and no deposits ever in our system from any account.

According to the terms and conditions of the casino only one account per player, per household is allowed, and only one free bonus is allowed between cash deposits. In this case we have both multiple accounts and multiple consecutive free bonuses with no deposits between, or ever.

Unfortunately, in this case none of the available funds would be eligible for withdrawal.

Best wishes,

Nick and Club Player

Dear Club Player Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind Regards,

Tomas

Hey all,

According to section 5 of the general terms and conditions for membership in the casino:

"Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled."

https://www.clubplayercasino.com/terms-and-conditions/

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

Best wishes,

Nick and Club Player

Hello Mycasinoguru,

We have received evidence from the casino that suggests that you have at least two accounts registered in your name, and both have been used to play the free bonuses.

Is it possible that you have registered more than one account?

Best regards,

Tomas

Dear Mycasinoguru,

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.

According to my knowledge i only have one account if they say that i have 2 accounts why didn't they inform me of that long ago only now when i want to withdraw they come with this story i think they just dont want to pay out the winings

Dear Mycasinoguru,

Please be advised that we have received evidence from the casino suggesting that there are not two, but three accounts registered using your name and address. Also, it appears that all of them have been used within the last year to play free bonuses.

Are you able to please explain how this may have happened? Let us know so we can investigate further.

Thank you.

Kind regards,

Tomas

Dear Mycasinoguru,

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.

I can only say that i have personally only registered one account and it is the one i am using now why did the casino alow me to open this account knowing that there are other accounts open on my name so i don't know

Dear Mycasinoguru,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using no deposit bonuses in each of them.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't 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.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas