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?

Hey all,

I had a look and I don't see any new documentation in the email system, much dialogue with Anabelle regarding the statement you were supposed to submit but not seeing any return mail with the requested information. Perhaps you forgot to include the attachment ctonon2012. Please re-send.

Bet wishes,

Nick and Club Player

Nick I give up. I sent her the statement and she received it. She then sent me a separate email asking for the banking information which I also included in an email. The casino has received all this information in excess of 10 times now. Reading the past reviews of club player it seems this is constant with your casino and I am not alone in my frustration. I’m not sending it again. It’s been well over 10 times it’s been sent and going on 3 months I’ve been waiting. If you're still saying you haven’t received it (when Dominik and Anabelle both said they received it at separate times) you will still say the same if I send it 20 times more. I will ensure I add my review to the others warning players to stay away as they will NEVER receive their payouts.

There is absolutely NO WAY I have forgotten to attach the statement in all the 10 or more emails I have sent.

Still Awaiting a response with next steps please as I WILL NOT be submitting documentation anymore as it has been submitted in excess of 10 + times. 2 representatives said they’ve received it but other representative consistently said they didn’t. I could send it 100 times more and they will say it hasn’t been received. They asked me if maybe I didn’t attach the statement. Not something I would neglect to do 10+ times. I just want my withdrawl to be processed in good faith. It’s been 3 months now.

Hello ctonon2012,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Greetings all,

I had been waiting for Mirka to respond, thank you casino,guru for the clarification. Mirka sent me the email privately to a personal email address. Instead of receiving the email I received a security notice that your email contained a virus and that our system had sandboxed it (as Mirka will confirm when she returns).

So the issue ctonon2012 is that your attachment is infected and can't pass our security protocol, when it gets sent it is automatically removed from the system. Please do a complete virus check of your device and upload a fresh version of the PDF and try again.

Best wishes,

Nick and Club Player

I appreciate your response, however my attachment cannot be infected as It was sent as a pdf from my iPhone several times and my iPhone is virus free. As well, why wasn’t I told that the other 15 times that I sent the email that it was infected. ? I have sent it again to payments@casinosupportcenters.com

Just reviewing the Error message Nick and that’s Mirkas name in the error message not mine. Mirka did send it once on my behalf as your associates kept saying they didn’t receive mine. But what happened to the 15 or so that I sent you directly? Did you get error messages for them as well?

THEY REVERSED MY WITHDRAWL AGAIN. NOW I HAVE TO GO THROUGH THAT WHOLE WAITING PERIOD AGAIN. THIS IS ABSOLUTELY RIDICULOUS THAT ITS TAKING ME OVER 3 MONTHS TO GET MY WITHDRAWL. I PLAY ON ALOT OF CASINOS AND I HAVE NEVER, EVER HAD THIS PROBLEM.

Hi Mirka i am still awaiting a response.

thank you

Dear ctonon2012,

Thank you for your patience.

The message warning visible on the screenshot has been shown in Nick's inbox was from the e-mail I tried to forward to him, because casino's e-mail could not receive your previous e-mails because of their blocking of suspicious messages.

Since there seems to be still a concern with the safety of the content of the e-mail or document, would you be able to download the bank statement from the source on a different device (for example a PC), and send it to a casino? Hopefully it could help in this situation.

Hi Mirka

Thank you so much for your help.

I have downloaded it again and forwarded it to the appropriate email. I honestly don’t think they have any intention of paying out my withdrawl as they keep coming up with excuse after excuse.

Have a nice day and thanks again for trying to rectify it. It shouldn’t be this hard to make a withdrawl, I have never run in to so much difficulty and excuses from a casino.

Christine

Players Club Casino can you please confirm receipt of the statement I sent again. I used a fresh PDF and sent from my laptop due to "virus" issues (according to your casino) when sent by my iPhone

No response from the casino. Mirka, please advise how to proceed

Greetings all,

There are no recent emails from you that I can find ctonon2012, the last one I can find is from 9/5/24. I have to assume that the issue with the email is not resolved. Could you please as Mirka suggested try downloading the PDF to a different device (such as a PC) and sending it? Also send it to Mirka who can forward it to me once again and we can see if it's the same issue. I assure you there is no intent here but resolution of your valid complaint. I am here to assist not slow you down and the more efficient I am at doing so the simpler my life is in general.

Thank you for your continued cooperation,

Nick and Club Player

Thank you Nick. The one i sent last week was a fresh PDF sent from my laptop computer for some reason your email must be blocking my address. I will try and send through Mirka again as well i will send it from my ctonon email and my cris67 email as well so there is no reason you shouldnt recieve it.

Dear ctonon2012,

Could you please check, if you have sent me the last version of the document? I could not find any e-mail from you in my inbox in the last weeks.

Thank you.

Hi Mirka.

I am going to do the whole process again. Friday i get a new bank statement that will show a balance and i will forward to the casino and copy you as well. I am so tired of this. Its been dragging on for 4 months now.

Mirka. I have sent my statement with a balance to the casino and completed all the information for a withdrawl. Hopefully it works this time. It’s been over 4 months now trying to get this withdrawl processed

Mirka. I have confirmed with the casino that they have received my statement. Now let’s see if they’re finally going to process my withdrawl after almost 5 months.

Dear ctonon2012,

Thank you for your confirmation. Please notify me, when you receive any updates.

They are telling me 7-10 days to get it approved then deposited to my account. I have asked them to expedite it considering i have been waiting almost 5 months

Dear ctonon2012,

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.

Greetings all,

The good news is, I can confirm that the information was received, approved, and the wire information was posted to the casino account. The requested withdrawal has now been approved and I have sent it directly to our payouts department for express disbursal.

Unfortunately this is a bank wire transfer, the funds should be disbursed to our 3rd party payment providers shortly however as a general rule we are looking at 3-10 business days on delivery once paid out by the casino. Let us know when the funds arrive ctonon2012.

Best wishes,

Nick and Club Player

Hi Nick and Mirka

I am happy to say after 5 long months the money was finally deposited into my bank account. Thank you both for all your help. It’s much appreciated.

Nick, if I play on this site again, will I have to go through all of this again and then still wait 10 days to get my money?

Dear ctonon2012,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru