Club Player Casino - Player's VIP status removed and withdrawal not received.

On 3/25 I requested a withdrawal of 490.00 I completed all the requirements. It was a vip free bonus. The withdrawal was approved. On 4/11 I received a email that my payment would be in my account shortly. When I didn't receive it I emailed my casino host who said it would take 5-7 business days. Later that evening I received a email THANKYOUVIP100 when tried to use it was denied. It said no deposit required. I waited over a half hour on live chat and the man said I needed to deposit and that he would do it for me. I told him I'm pretty sure everyone here knows that I'm not depositing anything till I get my withdrawal. the next day my profile was changed from vip to nothing. I am not allowed to use any free coupons or deposit coupons. No coupons at all. I still havent received my withdrawal and I believe my comp points were removed. Also all emails from them have been halted. Then I realized that it is not just club player but all the sister sites and affiliates as well. I have not gotten any emails from anyone of them and same thing as per coupons. I dont know what to do. I enjoy their casinos and I have spent alot of money at them. Can you help? Thanks

Linda ****

Dear Lindahenley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

Please allow me to ask you a few questions so I better understand the situation

• Do I understand correctly you requested a withdrawal via Bitcoin?
• When was the last time you were in contact with casino support and what did you discuss?

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes it was bitcoin withdrawal request. The last time I spoke to support was on 4/11. Thank you

Thank you very much, Lindahenley, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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. I appreciate all your help.

Dear Lindahenley,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Club Player Casino representative to join this conversation.

Dear Club Player Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka, I would be happy to answer any questions that you may have. I havent received a bitcoin withdrawal in the amount of $490.

I recieved my money this morning. Thank you

Dear Lindahenley,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru