Club Player Casino - Player's withdrawal is delayed.

I have been getting the runaround on this withdrawal. It was approved back on June the 7th and they said 7 to 10 business days. So I have stayed in contact with them ever since and on the 10th business day since the approval I was told by two different customer service Representatives that my withdrawal would be sent as soon as possible. Then on the 11th day since it was approved I contact them again and am told that they need a copy of my ID which I had already provided. I let the customer service rep know this and he said that the finance team requested a new picture of my ID one that was better quality and higher resolution. Not to mention that I have had to contact them five or six times to update my Bitcoin wallet address because it is taking them so long to process this withdrawal

Dear Deestaff78,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings? 
• Have you submitted all the other personal documents required for the verification? 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes so far that is the only thing. 2 days ago which would have been the 21st I was told that by two different customer service reps that my withdrawal would be sent as soon as possible. But then on the 22nd when I contacted asking about it they said they needed a copy of my ID. Which I had already provided up on signing up. I told this to the customer service rep. Who then came back several minutes later and said well it wasn't a good enough resolution they need a better picture can you please send it. So I did. So then when I contact them today all that I'm ask is if they want me to escalate this so it will be resolved quicker. So I asked him why are you even having to escalate this your terms and conditions say 7 to 10 days why hasn't it been paid and that's where I am at the moment

And that was all the documents that was requested up on signing up was a photo ID or a picture of your government ID. And also they advertise fast speedy withdrawals using crypto deposits which is how I made my deposit was with Bitcoin. So they really need to change their advertising on that because it's rubbish

So it is now Tuesday the 25th. I was told on Sunday the 23rd that it would take out a maximum 48 hours for the escalation team to look at my withdrawal. Contacted them today and now they're saying it will be Thursday at the latest before we have an update on the withdrawal. I asked why do we need an update on the withdrawal when it has been approved? Why is it not just being sent? And really the only reply I got is there will be an update at the latest on Thursday. That's where I currently am. And have heard nothing back from casino guru. I have also asked the last two or three customer service reps I have spoken with if there is any more documentation that needs to be sent or re-examined for this withdrawal to go through and have been told no there is nothing else. Just for the record

Thank you very much, Deestaff78, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Deestaff78, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Club Player Casino representative to join this conversation. 

Dear Club Player Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I am happy to report that payment in full was made on the 26th of June and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Club Player

Thank you for the fast response, Club Player Casino. 

Deestaff78, could you please advise if you have received the payment?

Dear Deestaff78,

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.

Yes I received the winnings in full on June 26th. Finally. Thanks

Thank you, Deestaff78, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.