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

I have been waiting two weeks for a withdrawl. I decided to follow up after a week and was told they needed documents. I submitted the documents as requested then again no withdrawl was processed. Followed up with Customer Service again and they said what I sent wasn’t good enough, they need the whole bank statement, so I sent them the whole statement as well as wire transfer information again. Then today I speak to them again after I still didn’t receive my winnings, they tell me to submit all of it again but to a different email address then before. I am not supportive of putting all my private financial information all over email to several different people at the same casino, especially since I already forwarded everything they asked for twice.

As well, I have a separate bank account that I use strictly for online casino. I do not keep a balance in that account, at any time, when money goes in it goes right back out. Because there is not a balance in that bank account, they cannot issue the withdrawl which is absolutely ridiculous. I play on many casinos and this one, by far, is the worst.

Dear ctonon2012,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Do I understand correctly the main issue seems to be your bank account doesn't have enough activity to be considered for withdrawals?
• Has the casino offered any advice or recommendations on how to proceed?
• Could you please share your communication with the casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas

Thank you for your response. I had assumed my account was verified. But every time I inquire about the withdrawl there’s something else they need. As I said, I have a totally separate bank account that I use for casino playing and I don’t keep a balance in it. I can put money in to show a balance but I won’t have that statement proving so until August then it will be over a month. Originally I wanted to withdraw with Bitcoin and put all the information in , however after not seeing it processed I enquired and they told me they didn’t have my bitcoin number so they asked for it again and I gave it to them. Then when I enquired again they said I couldn’t use bitcoin I have to use bank transfer. I submitted all the information they requested, then they asked me for it again and I submitted it again then they tell me my bank account has to have a balance for them to send the money. What on earth does my bank account have to do with them sending me my money? I will see if I can find any chat information and I will forward the emails they sent to me as well.

Thank you again

Christine.

My apologies I missed answering a question and NO they did not offer any alternatives basically just said "well I guess we have to wait for that statement with a balance" which won’t be will August

Thanks for your reply.

It seems the casino or its sister brands require an account with a positive balance based on previous players' complaints.

Considering these circumstances, I would recommend funding your bank account and providing a statement of a funded bank account. I understand it must be frustrating, however, I am confident it will be only a matter of time once you provide the necessary documents, your withdrawal will be processed.

I'll set the timer to 14 days, please let me know about any further developments.

Ok thank you. I will do that. Appreciate your help and I will keep you updated.

i have already been waiting 3 weeks for the withdrawal to be processed. Just logged into my account and they have reversed the withdrawal. These people keep asking for things and I give it to them then they want more. I don’t know what else to do at this point.

Thank you very much, ctonon2012, 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.  

Dear ctonon2012,

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

Thank you Mirka. I look forward to a response from Club Player Casino. Being they did reverse the withdrawl I have resubmitted it with my bitcoin address hoping that will expedite the process rather than the headaches of the banking. Regardless of what I send for banking, it’s never sufficient and the casino keeps requesting more. They have asked me for the same information 4 times when I have submitted it on several occasions.

Hi there

Still waiting for my withdrawl to be processed. It’s so discouraging when I don’t believe they are operating in good faith.

Greetings all,

I have reviewed the situation and the bank account provided had a negative balance, due to this it was not capable of bank wire transfer and was declined by our 3rd party payment providers as your established method of payment. In order to move forward we require a positive balance in the account for a minimum of 30 days and the last full month bank statement proving this in PDF Format (or alternative wire info for a different qualifying account). I would highly suggest contacting customer service and seeking their assistance in making this happen as without an approved method of payment we cannot move forward.

Best wishes,

Nick and Club Player

So it could take ANOTHER 30 days as it has to have a balance for 30 days? As explained this bank account Is for casino transactions only and I always carry a zero balance. As the money goes in then is transferred back out. Since my withdrawl has been reversed, I resubmitted the withdrawl using my bitcoin information. Please process using bitcoin. I will NEVER play at this casino again, the practices are definitely unfair and unethical.

I am getting different information from everyone. First I withdrew to Bitcoin then when I called they tell me to provide them with the bitcoin number again which I did, then when I called again they told me I can’t use bitcoin, then provided banking information, then I was told they didn’t have it and provide it again, then they tell me that I had to provide a statement, then they tell me it’s not good cause it has a zero balance and I have to just put money into the account and send proof and it can be processed, which i did. Then they tell me i have to provide 3 months of bank statements, then I'm told that it has to be in a positive balance for 30 days all different people, all different answers when i told them each time that the account is only used for casino playing which i opened long ago to protect myself and doesn’t hold a balance. I dont believe there is ANY intention to pay it out at all. Im very disgruntled.

They reversed my withdrawl AGAIN. I don’t know what else to do. I put money in the casino in good faith and they won’t payout in good faith.

I have submitted bank account information for an alternate account

Dear Club Player Casino,

Would it be possible to proceed with the withdrawal using the new submitted payment method?

Thank you.

Greetings all,

I was unable to locate any additional document submitted, the last email correspondence is the initial account submission which was denied for the above mentioned reasons. Did you send the information to our documents or finance department from your registered email address ctonon2012?

Best wishes,

Nick and Club Player

I completed all the information when I did the withdrawl as it asks for all wire transfer information then. The account is PC Financial. Is this an account you will accept before I go through everything again only to have it denied?

I have again submitted all my banking information INCLUDING a positive balance bank statement. Please process my withdrawl. It’s been 6 weeks or longer.

Dear Club Player Casino,

Could you please confirm, if you have been able to locate player's newly submitted documents?

Thank you so much for following up with Club Player. I spoke to the casino late last night and they did confirm receipt of my documents. However I did send them weeks ago and even with cutting and pasting the email address they provided, they still said they didn’t get them. I resent them yesterday morning (I’ve lost track how many times I have sent them now) and their rep Dominik confirmed they have now been received. I provided all the banking information, confirmed with my bank that they can receive international transfers AND provided a bank statement with a positive balance. Hopefully this will expedite my withdrawal. It’s been ongoing for over 6 weeks now. I’m losing faith.

Hi Mirka I spoke to the casino again today and they are saying they never received the documents after already confirming they did. This casino is horrible, not operating in good faith and is not honest.

Greetings all,

Once again I was unable to locate any additional document submitted, the last email correspondence is the initial account submission which was denied for the above mentioned reasons. Please let me know if you sent the information to our documents or finance department from your registered email address ctonon2012. If an alternate email address was used please specify.

Best wishes,

Nick and Club Player

I sent it from 2 email addresses just to make sure you received it. I send it from the Ctonon address and another one being crisc67. I sent them while on chat with your representative Dominik who checked while I was talking to him and confirmed with the necessary department that all the documents including the statement was received. I cut and paste the address from the chats how can you possibly have not received any of the several that were sent to you? You received the very first one that was rejected and all the rest have gone to the same email. Your Supervisor Tammy even tried to tell me it was a blank email. Absolutely ridiculous when I sent her screenshots of the email that was sent. Why can we not just do the withdrawal via bitcoin? This is absolutely crazy, I have never had issues like this in all the years I have been playing online.

Dear ctonon2012,

Can you please forward me the e-mails to miroslava.d@casino.guru , so I can check if there is any problem with them?

Thank you.

Sure I can do that. I’ll send them now

Email has been sent to you.

Hi Mirka.

have you had a chance to review the email /documents I have sent you?

Dear ctonon2012,

Thank you for your e-mail. I am waiting for clarification from the casino outside of this thread. I will let you know, if there are any updates.

Wonderful. Thank you so much

Good morning Mirka. Just wondering if there are any updates. We’re going on almost 3 months now of them denying my withdrawl for no apparent reason.

Greetings all,

I have still been unable to locate the email, after speaking to IT they informed me that it is possible the attachment may be triggering a security response. I have provided Mirka with an alternative email address, we will try that and hopefully we can get things moving.

Best wishes,

Nick and Club Player

Thank you Nick. Mirka can you please forward me the email you have been provided from Nick.

Thanks so much

Christine

Dear ctonon2012,

It seems like there has been a security risk in some of the content of the e-mail. Could you please send the bank statement file by itself to the casino e-mail?

Thank you

The casino has reached out to me and I have done that. Let’s see if they will finally process it.

Thanks so much for your help

Christine

Mirka

i have sent my statement again and they said they didn’t receive it AGAIN. I have since sent it 2 more times. I sent it to the email they provided me and to a representative names Anabelle

Thank you

Forwarded information to an Annabelle Wallis who requested it. Been a week and still no response. Ugh!

Dear Club Player Casino,

Could you please confirm, if you have received the player's document?