The player from California had attempted to withdraw $1000 from his verified account, but the casino had requested a photo of a second card, unrelated to the withdrawal, before approving it. The player hadn't complied and the casino had canceled the withdrawal. The player had confirmed that both cards were his, but the second one was a virtual card created from his main card. We had advised the player to obtain evidence of the virtual card from his payment provider and forward it to the casino. However, the player had not responded to further communication, resulting in the complaint being rejected due to lack of information.
Club Player Casino - Player's withdrawal canceled due to unrelated card verification.
Amount: $1,000
Club Player Casino
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7.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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8 months ago
Translation
I requested a withdrawal of 1000 from my verified account. They only asked for a photo of the card I used to make the deposit. I sent it to them and received a message confirming that it had been successfully verified. A day later, I made another deposit of 30 using my other card, but this was after I had already requested the withdrawal. I later contacted them through chat and they told me that I needed to send a photo of this second card in order to approve the withdrawal, even though it was unrelated. They then cancelled my withdrawal.
Automatic translation:
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8 months ago
Hello Gustavomtz95,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Club Player Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Are both of your cards your own, under your name? Did you already forward the new card's details to the casino for verification?
Please note that the casino may request any documentation from any used card even if it's unrelated.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Dear Gustavomtz95,
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.
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8 months ago
Translation
Both cards are mine, only the one I used after requesting the withdrawal was a virtual card created from my card, but I used that one a day after requesting the withdrawal and they canceled it.
That's the problem
Edited
Automatic translation:
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8 months ago
Dear Gustavomtz95,
Even if the card has been deleted, your payment provider must have an evidence of the card. Please try to contact them for such information and if they provide it, forward it to the casino. Let us know in case of any update.
