Club Player Casino - Player’s withdrawal has been delayed.

They have locked me out if my account. Lied and told me I would receive money on Friday the 27th now I’m blocked from my account. Not to mention their sister casino Planet7 owes me $4000 they keep doing the same thing denying and claiming my Bitcoin address is not on file. You cannot complete the request without entering the address. Then Grand Fortune did the same face me a bogus Bitcoin address claiming that is what they have on file. I have o e Bitcoin wallet. With the money Grand Fortune owes me we are talking about $9000 they just don’t want to pay. This is a continued problem. I was unaware until recently they were sister casinos. However I’m blocked from clubplayer and cannot deposit at any of the others

Dear mzalicia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. From your previous complaint we assume that you withdrew winnings from this casino in the past, is that correct?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

If that is the case why block me? This issue is continuous and constant. The last time I won I had to obtain your assistance with this casino. I’ve been patient since the 13th. These are the games they continue to play. I just want my money. And my verification has been completed prior to winning

Thank you very much, mzalicia, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you

Dear mzalicia,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Club Player Casino to join the conversation and participate in the resolution of this complaint.

Dear Club Player Casino,

Can you please provide some more information regarding the player's account being blocked and the status of their withdrawal?

Kind regards,

Adam

i have tried getting into my access my account and it tells me my password is good but upon attempting to log in it won’t allow me too. They have also blocked all of my deposit options at any casino. They told me they needed my banking information however I used Bitcoin only for deposits this is the last access I had to my account. They say my bitcoins address was not documented. There is no way to complete the withdrawal process without entering it

Greetings all,

I am reviewing the case, it will require feedback from peripheral departments so please be patient. I'll get back here when I have a definitive answer.

Best wishes,

Nick and Club Player

Nick since I am in this situation with 2 of your sister casinos i would appreciate your assistance. We both know you cannot complete withdrawal information without inputting your method of receiving information yet Planet7 and Grand Fortune are doing the same thing as Clubplayer claiming they don’t have my Bitcoin address. Why must Casino Guru have to be involved in every payout? I’ve learned now to screenshot everything. You want the players to be be forthcoming when playing I think we deserve the same respect upon withdrawals however that isn’t happening.

Adam my account access has been restored however we are on day 13 business days with no contact from payouts and it’s still there

Hello mzalicia,

Thank you for the update, we will allow some more time for Nick and Club Player to look into the matter and get back to us.

Hello mzalicia,

I have so far had no response from the casino, I will attempt to contact them once more.

We would like to ask Club Player Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Kind regards,

Adam

Greetings all,

Apologies for the late response time, as mzalicia mentioned I had the account reactivated shortly after my initial response here and followed through on approval and finally payment via Bitcoin on the 6th of June.

All should be good here.

Best wishes,

Nick and Club Player

Thank you for the update and your assistance, Nick and Club Player.

Dear mzalicia,

Can you confirm that the matter has now been resolved?

Kind regards,

Adam

Adam I can confirm that yes this issue has finally been resolved. However their other 2 casinos are still doing the same thing. They are once again releo verified documents to delay payouts. Should I make separate complaints against Planet7 and Grand Fortune? I have screenshots of everything

Dear mzalicia,

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

With regards to any issues you may be experiencing with any other casino, please submit a separate complaint about each as you mentioned.

Thank you for using the Casino Guru complaint resolution center. We are here to help.

Kind regards,

Adam