Club Player Casino - Player's withdrawal is delayed.

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.

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

The exact withdrawal amount is $1029.72 and there was no reason given by the casino for the delayed payout. They only confirmed that they were past the promised timeframe.

The additional requested 24-48 business hours won't be up until 11/20/24. However, there was no guarantee that a resolution would be completed by then, only that an update would be done.

I have emails saved of correspondence with the casino and am happy to forward them to Casino Guru.

Thank you very much, newslate24, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

I just received notification from Club Player that I'll receive my funds in another 7-10 business days. This is totally unacceptable business practice.

Dear newslate24,

I'm Romi, and I will be taking care of your complaint from now on.

I would like to invite the Club Player Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Club Player Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

Romi

Romi, please note that my withdrawal was approved this morning, but it'll be 7-10 business days more before I actually get my money.

That equals 1 month in total.

Romi, please note that my withdrawal was approved this morning, but it'll be an additional 7-10 business days before I actually get my money.

That equals 1 month in total (14-20 business days).

Greetings all,

I have reviewed the situation and I can see that the requested withdrawal was approved yesterday (November 18th), due to the circumstances I will see if I can get that expedited out the door via Bitcoin. Let us know when that arrives newslate24.

Best wishes,

Nick and Club Player

Thanks for the response Nick. I'll let you know if or when I receive the BTC transaction.

Hello all.

Thank you, Nick and Club Player, for looking into this situation and your intervening.

Dear newslate24, we'll wait for the confirmation from you.

Thank you.

Best regards,

Romi

As of now, no funds have been received. I want to make sure that Club Player has the appropriate BTC address.

It seems as though no written confirmation or verification has been made to ensure the address is correct.

No funds have been received yet. I have NOT been paid.

Greetings all,

The Bitcoin address had been confirmed on the 4th of November however our payouts department has requested you confirm via email newslate24, let me know when you have done that and I'll see what can be done to move this along.

Best wishes,

Nick and Club Player

Nothing was sent to me requesting verification from the document department.

I just sent my BTC information to the document center right now.

Nick,

I have NO record of Club Player verifying my BTC address via email. Nothing was ever sent to me on Nov 4th.

I'm getting tired of the runaround and am getting very frustrated.

Dear Nick,

I sent my BTC address to the documents department as well as customer service 2 days ago. This is per your request for a "speedy" withdrawal.

I'm requesting confirmation that someone is processing my payment and that they have received the BTC address from my most recent email(s).

This has been a terrible experience. It's interesting that I keep receiving promo offers to deposit on or free chips or spins, but I can't seem to get my winnings on already deposited money.

Please, can we get this resolved so I can move on? I'll never do business with Club Player again, and will be closing my account after I'm paid what I'm owed.

Hello all.

Dear Nick and Club Player, Could you check it again, please?

Thank you in advance.

Kind regards,

Romi

According to Customer service via chat on Saturday, my information has been received and that they don't reply via email as confirmation.

She also told me that it could be another 5 business days for payment to be sent and another 24-48 business hours for BTC processing.

So, if I receive it, the winnings will arrive the first week of December.

Greetings all,

Now that we have a freshly confirmed Bitcoin address on file it shouldn't be that complicated newslate24, I have sent your withdrawal for priority payment and it should go out fairly soon I'd imagine. What I do see in your account is a disputed deposit which came back from our 3rd party payment providers, the payment was recalled by you or your bank totalling $183 with the fees we are charged by our 3rd party. I can't comment as to whether that will be removed before payment however I would highly suggest contacting our service department as soon as possible and discussing this with them.

Best wishes,

Nick and Club Player

I don't know anything about a dispute from me or my bank. When would this have taken place? Where can I get written proof of this $183 dispute?

Greetings all.

Thank you, Nick and Club Player, for explaining the situation.

Dear newslate24,

Could you contact the department Nick suggested and later let us know when you receive your withdrawal and also what amount exactly, please?

Thank you in advance.

Regards,

Romi

I'll contact the customer service department for details, but I didn't dispute anything. Why is this coming up now? Seems like convenient timing when I'm trying to collect. Whatever...

I asked customer service for written documentation of this alleged dispute, but they were unable to provide me with anything in writing. Instead, they wanted to speak to me over the phone. My lunch hour was ending, and it was time to go back to work. How is speaking over the phone proof I'm looking for? I still have no answers and no money.

I still haven't received my payout. No one at Club Player can seem to provide proof of the alleged dispute either. All I'm told is that my account is on a temporary hold because of this supposed dispute, but no one can show me proof. Still waiting for my payment!

Greetings all.

Thank you, newslate24, for the update.

Dear Nick and Club Player,

Could you please look into this situation again?

Thank you in advance for your reply.

Respectfully,

Romi

Hello all,

I received my payout this morning! Thank you for your assistance in this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, newslate24, 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.

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, 

Romi

Casino.Guru