Club Player Casino - Player’s struggling to withdraw her winnings.

my account is verified and has been since June of this year. I tried to withdraw after winning however because I have a new debit card it had to be verified through Hooyu. I have submitted the picture of the card then more than 8 times and it rejects every time giving reasons that are not even relevant. I contact customer service through chat and they say the same thing over and over. I submitted to manager for escalation check back in 3 hours. This happened during my kyc process I had to email directly to the casino. I feel like this is a stall tactic because this happens every time anything needs to be verified.

Dear mzalicia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have made any successful withdrawals before? If possible, could you please forward me a confirmation regarding successful KYC verification from June? What are the reasons for rejecting this document according to the casino, please?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance for your reply. I hope, we will be able to help you to resolve this case as soon as possible.

Best regards,

Kristina

I have not ever won before so no I haven’t. The card is being rejected by Hooyu it says all four sides are not visible but the card is on a piece of white paper as they requested and it is blue. Then is says there is a glare which there isn’t and the agent isn’t understanding the issue fully through chat

Thank you very much mzalicia for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mzalicia,

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

So they use a service called Hooyu to verify kyc. I encountered this issue in June completing the process and had to send my information directly to the casino. Because this company continues to reject my card photo I cannot withdraw my winnings because the system has me blocked. Escalation to the payout department has accomplished nothing. I feel like they they have no problem taking your money but winnings they don’t want to pay. So they send me a no deposit bonus and because I redeem it they are now nullifying my winnings saying the funds are mixed. This is BS. I’ve been calling everyday to get the refund processed which they said was being escalated.

Villiam i sent the photos to your email because they won’t upload here

Greetings all,

All documents are now complete in the casino account, however there is an issue in that a free chip was redeemed on top of the cash deposit funds creating a situation called "mixed funds." Technically it subjects the existing cash deposit funds to the rules of the free chip. I will see if there is anything that I can do assist.

Best wishes,

Nick and Club Player

The $2000 balance in question was not accessible to me on the casino account side. The only place I was able to see it was in the cashier side. I contacted chat multiple times and was told every single time to wait. So I waited and to date no one ever reached out to me except for the documents person to tell me to have a chat agent initiate my withdrawal. How could I mix funds if on my casino side my balance didn’t reflect the $2000. Not to mention my kyc was completed prior to this and upon withdrawal request you removed it. Your agent stated and I quote we remove all documents from the account prior to any withdrawal. That makes no sense if my address was verified prior you removed it to stall. Then made me repeat the verification process. I have screenshots and email verification of everything I have stated. I am not a liar or a cheater and I don’t appreciate being stolen from. Unverifying someone’s account is deceptive

Hey mzalica,

If I can locate an agent saying this in chat I will have the agent removed. Permanently. This is not and has not ever been a policy with Club Player. Documents are (generally) good for 12 months following the last update unless new information is required (new credit cards used for example). The documents process was incomplete as of 12/7 then completed and posted to your account as of 12/9. Currently all necessary documents and payout information is up to date.

Apologies for the misinformation on the part of our service department.

Best wishes,

Nick and Club Player

Nick I have screen shots of that statement and the chat. I also have time stamped screenshots of completed verification prior to the request. Not to mention they put my $50 back and I won $1500 am I going to have to wait another 3 weeks before I am paid for these winnings as well? I’m not asking for exceptions I’m asking you to be fair and do what is right

so how was my address verified and post withdrawal unverified. I’m just asking you to be honest

Now I’m questioning this casino and it’s integrity. Won with my deposit they returned and the winnings were approved on Thursday yet still nothing in my Bitcoin wallet

Seeing how they’ve not responded in some time I’m going to assume they are going to keep my winnings. I find it pretty shameful I contacted chat agents multiple times to tell them I was not able to access the funds from the casino side and ever time was told to be patient and wait. Chat records support that. It’s unfortunate that casinos like this make it hard for the honest ones. I had no reason to mix funds with the amount I won. I’m extremely disappointed in how you outright did things that were deceptive and you don’t acknowledge it even though I have time stamped screenshots. I’m glad everyone can see this so they will play somewhere else with honest establishments

We would like to ask the Club Player Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear mzalicia,

I would like to inform you that I've info from the Casino that they are working on it but they need extra time. I'll give them extra 10 days for the investigation.

Thank you for understanding.

Greetings all,

Payment was issued on the 20th of December as a Bitcoin payment, I have checked the wallet in Blockchain Explorer and can see that the payment arrived safely.

Best wishes,

Nick and Club Player

No i did not receive this please provide the blockchain information

So as I stated they are lying once again. They removed my bonus and I hit an entirely different jackpot that I did receive. My $2000 was never paid I have screenshots of my account activity

We are talking about two totally separate payouts look at the transactions. Scroll back in the comments on this thread marked 3 weeks ago I asked Nick after they gave me $50 chip and I won was I going to have to wait to receive that payout as well. I did receive that second payout but they have completely dismissed my $2000 win and keep lying about it

Dear mzalicia,

I would like to ask you for your Bitcoin transaction statement. Send it to my email: viliam.v@casino.guru

Sent

Dear mzalicia,

I've received your email and I can see that you've received your winnings from Club Player Casino. We consider this case as resolved.

Here is a short explanation: your withdrawal request was denied due to mixing funds. Your deposit was refunded and you've received 150 free spins. You've won from those free spins and requested payout. You've received 0.02872449 BTC.

Thank you for understanding.