Club Player Casino - Player’s winnings haven’t been received yet.

Yes customer service is fake number three chat is fake .. Can't withdraw don't get response from email total scam

Dear Thugnasty,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Thugnasty,

Have you received your withdrawal from the casino yet?

No ma'am I have not ... Nor have I received any email back from them regarding the matter

Thank you for your reply, Thugnasty. Have you made any successful withdrawals before? Could you please clarify if you are not able to request a withdrawal at all, or if your withdrawal has been pending for too long?

Have you passed the KYC verification before you tried to withdraw your winnings?

No I have not made any successful withdraw yet. And it still shows my account needs to be verified however I sent in my ID and proof of address to the email it shows and I even got a confirmation that they received em but that's the last I've heard it and it's been almost 2 months I've emailed customer support like 3x a week but never no response the phone number don't work and the online chat button goes to the FAQ page

Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Could you please forward any existing communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Thugnasty,

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 accumulated it without bonus and it still shows I need to verify myself but it could be just stuck on that screen Kuz after I sent in my documents I got a confirmation email .. But thats the only response I've ever received from them however thats been over a month now

Thank you very much Thugnasty for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.

Hi Thugnasty,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

Dear Club Player Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Can you please explain to us why the player's withdrawal request hasn't been processed?

Hope to hear from you soon!

Kind regards,

Natalia

Greetings all,

The manual method of documents verification is indeed slower than we would all like, however there is an automated documents authorization system available in the casino cashier which expedites the process greatly. It is definitely best to confirm these documents as soon as possible in order to be eligible for withdrawal when the time comes.

Currently I see a playable balance of $92.24 and no requested withdrawals, the minimum cashout amount for the casino is $100. It appears the playthrough is met on the welcome chip in play so once the balance is played back up to $100 (the min/max cashout for the chip) and your documents and payout method are approved and in place you should be eligible to withdraw those funds Thugnasty.

Let me know when the balance is eligible and if you need any additional assistance.

Best wishes,

Nick and Club Player

Hi Nick, thank you very much for the answer!

Dear Thugnasty, can you please tell me if you played up to 100$ after the casino's representative replied?

Has there been any progress in the verification of your documents? Please, let me know about the current situation with your account. As we can see, the casino seems to be willing to help you with your issue, so my recommendation would be to follow their advice.

I'm looking forward to hearing from you 🙂

Regards,

Natalia

Dear Thugnasty,

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.

Unfortunately, we haven't heard from Thugnasty for a while, and I will now close the complaint as a rejected one, since we cannot proceed working on a complaint without cooperation from the player.

Dear Thugnasty, you can request to reopen the complaint at any time.

Regards,

Natalia