The player from Japan had faced withdrawal issues with Club Player Casino for three weeks. Despite having submitted all necessary documents in July 2023, the casino had repeatedly requested the same documents and failed to provide an update on the withdrawal status. The verification process had begun in October 2023, and the withdrawal request for $1000 via wire transfer was approved on January 1. The complaint was initially rejected due to a lack of response from the player but was reopened upon their request. Eventually, the player confirmed that the casino had paid them, leading us to mark the complaint as 'resolved'.
Club Player Casino - Player's withdrawal is delayed due to repeated document requests.
Amount: $1,000
Club Player Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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4 months ago
Idk why it says Japan.
I encountered issues with the communication regarding my withdrawal. Despite submitting all required documents in July 2023, each time I inquire about my payout, they claim to research it, then ask if I've sent my documents. There's a lack of clarity on the status or any discrepancies. It seems they may not have a record of our previous conversations, and my emails might not be reaching them directly.
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4 months ago
Hello inchikchan,
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? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Dear inchikchan,
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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3 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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3 months ago
The complaint was reopened based on the player's request. Can you please answer to my previously asked question in order to proceed in resolving the complaint?
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3 months ago
Hello inchikchan,
When exactly did you request the withdrawal and what method did you use to do so? Can you please forward a screenshot of the pending payout?
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3 months ago
According to the transaction history.
Jan. 01, 03:50 am
Wire Transfer Withdrawal approved
Requested 2023-12-17 12:05 pm
$-1000.00
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3 months ago
Hello inchikchan,
What is the current verification status of your account? Can you please forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru?
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2 months ago
Dear inchikchan,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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