The player from the United States has been waiting two weeks for a withdrawal following a win with a no playthrough promotion. Although all documents were accepted for verification, the withdrawal remains pending beyond the promised timeframe, leading to frustration with the slow processing.
Club Player Casino - Player's withdrawal is delayed.
Amount: $1,029
Club Player Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 9m 11s
Case summary
4 hours ago
Public
Public
6 hours ago
I had deposited and won with a no playthrough promotion on 11/01/24. Immediately, I provided all necessary documentation to fulfill the identification verification process. Everything I provided for verification was accepted and approved by the casino's document department.
I was told it would be 7-10 business days for me to receive my winnings since all documentation was provided and accepted by them. On business day 10, I noticed my withdrawal hadn't changed status and was still at the pending stage. I decided to contact customer service.
The representative reassured me that he had now escalated my case to the appropriate department and to please allow an additional 24-48 business hours for processing.
It feels like a runaround tactic and there's no reason for it to take this long for payout. Especially since this company has been in business for approximately 20 years and I've followed all the rules and requirements.
I just want what I won fairly so I can move on.
Public
Public
5 hours ago
Dear newslate24,
Thank you very much for submitting your complaint.
I’m sorry to hear about the delays you are experiencing with your withdrawal at the casino. It can be frustrating when you’ve met all the requirements and yet face further delays. To better understand your situation and assist you in resolving this issue, could you please provide the following details:
- Could you confirm the exact amount of your withdrawal request and if you’ve received any communication from the casino about the reason for the delay?
- Can you share any confirmation emails or correspondence you’ve received after contacting customer service on the 10th business day?
- Have you received any additional updates from the casino after the 24-48 business hours reassured by the customer service representative?
Your cooperation in providing these details is crucial for us to proceed with investigating the situation.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Casino Guru is examining the case
