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

I was offered a no deposit bonus and won but only allowed $100 which is great. Sent in all verification, they asked many times for another picture of me holding driver's license and sent it everytime. After sent like 5th one I heard nothing more. I emailed them several times and nothing. Contacted support in app and cannot get a response

Dear Maryjo777,

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 which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hi, thank you for your response. I submitted my current driver's license with current address, a selfie with me holding driver's license, and that was submitted many times for a week straight because I kept getting emails that it was not good enough even though I never had an issue anywhere else. And I submitted a current utility bill with proof of name and address. It was a bill with insurance cards for vehicle. I submitted these over and over with little then eventually no response through email nor chat on the casino app. I understand KYC is very important and I never had an issue at the other casinos where I'm a member. And the most upsetting part is on live chat nor email I could not get a response after a week of winning.

Thank you very much for your reply, Maryjo777. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Maryjo777,

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 did respond to last message. I don't understand what the problem is

Please note that I have not received the communication between you and the casino I requested in my last message. Could you please provide it if there is any, so we can proceed with this complaint?

All I have is screenshots of balance and one of when I won the money. And again the balance showing the money is still there. There has not been communication because they will not respond in email or in chat

I understand. Thank you very much, Maryjo777, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you

Hello Maryjo777,

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

I have no reason. I sent in all required documents and sent in a selfie of me holding my driver's license several times and then the casino quit replying by email and at that time everytime I tried to contact them by chat in the casino I would be ignored. I sat for quite a while waiting and no one would respond on chat. So I would love for them to join in and find out their reasoning for ignoring me on chat and email. Thank you for your help.

Greetings,

I should be able to assist with the account verification process, I was able to locate the submitted documentation and will have it reviewed. If there is further information required I will inform you here Maryjo777.

As to eligibility for withdrawal, the win was the result of the 2nd consecutive free bonus with no cash deposit in the middle nor cash deposit history in the account. According to the terms and conditions of the casino and the bonuses themselves only one free chip is allowed between cash deposits. My apologies however in this case the funds in question would not be eligible for withdrawal.

Best wishes,

Nick and Club Player

I never got a withdrawal. But I figured this was a waste of time that you wouldn't help me because you're on their side. That's why you're able to have your website cuz they contribute and you find them deals you all work together. Don't bother writing back

I'll never use your site again

Dear Maryjo777,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly claiming free bonuses while having no deposit made.

It is very common for casinos to place such restrictions on free bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm 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 will try our best to help.

Kind regards,

Tomas