Club Player Casino - Player's withdrawal is delayed.

Hi I had to deposit money in order to get a withdraw it's been pending since the 7th. Idk if I'll ever get my winnings

Dear mstube69,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear mstube69,

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.

Hi I still have not received my withdraw from club player

Plus they never answer my messages

Thank you for your reply, mstube69. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

This is my first withdrawal I made a deposit to verify my wallet plus my driver's license was verified. They don't answer my messages at all. I been very pleasant in them I don't think I'll ever get my winnings from club player.

Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you Kristina I sent ss to you

Thank you very much, mstube69, for your cooperation. 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 mstube69,

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 clarify, why the player hasn't received his withdrawal?

Thank you in advance,

Mirka

Greetings all,

I had the opportunity to review the situation and unfortunately only one free chip is valid between cash deposit/play sessions. In this case we have one free chip stacked on top of the next free chip (7 total) and so on until the player opted to withdraw. Before depositing any funds into your casino account (be they cash or bonus) mstube69 you need to be sure to play your balance down to as close to zero as possible before doing so, and also remember that only one free chip will be valid until a cash deposit is made and played into the system, then you will be eligible for the next free bonus.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Club Player

Dear mstube69,

I've received evidence from the casino, which proves you used multiple free bonuses without making a deposit. This is against the general terms (see below):

RULES - NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.