Club Player Casino - Player’s withdrawal is facing prolonged delays.

I made a deposit on a bonus on July 26th, after clearing my playthru Iade a withdrawal. Having trouble I reached out to support for help and was told then it's takes about a week to get cashed out. So a week later I inquired and was told the withdrawal was approved 6/27 and payment can take 7-10 business days. Only to find out that it wasn't approved but still being approved and would not be completed until wed 8/7 and then payment will take 8-10 business days so I contacted back on the 8th and was told to contact back on the 9th as it would be the 10th day... Well I did and was told contact back on the 10th... A non business day of course and they can request the finance team to look into it. Well end of 10th business day and yet nothing. I have already been through the you don't qualify for a withdraw due to bonuses early in July and prior to that requested a small payout but after the 5th day have up and just reversed it and played. Needless to say after multiple unanswered questions of information to even prove legitimately legal authority and ended chat plus unanswered emails... I'm still where I was 13-14 days ago and told just to keep returning the next day there is nothing they can do this is all with in the "suggested" time frame of 7-10 "business" days. I visited this site off the review on here and quite honestly all the complaints I have read have been witnessed yet you still have it ranked as a 7. I doubt I will ever receive a payout and obviously the company is not that busy processing withdraws if other casinos can do it within an hour and have your payout in your account. Besides never playing here again, I sure hope someday to receive my cash out and for your team to rank this casino accurately as the reviews from players are pretty much everything I have experienced.

Dear Krazyrye, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please send me the screenshot or the link to the bonus you played with? Was it a free bonus or a deposit bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

I have tried twice before and first time a few months ago for $100 and same thing after 10 days I just gave up and cancelled my withdrawal and played out the winnings. Recently I had a win on a no deposit right before this and I was told it would not pay out because of multiple bonuses between deposits. So ok I cancelled and played it out.

This one was on coupon Escape250 which was no rules on a 250 percent bonus and free spins which had a play through. The issue is them approving and processing the payment. I tried again tonight and was told to come back Monday to escalate this as I was told yesterday to come back today.

I have completed KYC twice first one was when I first opened account and then they asked me to do it again a few months ago when I tried to withdraw a $100 win that I finally gave up on like I mentioned above.

According to there terms and conditions state:

Approval of Withdrawals

All withdrawal requests must first be reviewed and approved by the Casino before being sent for payment.

All withdrawal requests will be reviewed within 7 to 10 business days from the date of the request.

A maximum of $2,500 will be approved per pay period. Ineligible requests will be denied within that time frame.

Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.

Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

So as of now they are violating their own terms and conditions here, if the tables were reversed they would cancel a deposit or payment but I have no recourse or able to penalize them for doing the same.

Thank you for the explanation. It's now August 16th. Has your cashout request been processed by the casino? Please send me a screenshot of your transaction history. If you have any communication between you and the casino customer support that could be relevant to the investigation of your case, kindly forward it to me as well at veronika.l@casino.guru.

I received an email on Monday 8/12 stating "Congrats on your first Withdrawal your withdrawal of $1500 has been approved and is on its way. Depending on your withdrawal method, you should receive your money shortly."

I responded back asking to define shortly with no response as well as I have asked multiple times to support chat if there has been any update as I have not seen any activity on my Bitcoin account and they are claiming a 7-10 business day time frame for payments to be made not received and I will receive it depending on the payment method I choose. So shortly I guess means 7-10 business days. To this date, nothing has been received or as I can tell sent.

I'm glad to hear that your withdrawal request has finally been approved! However, please keep in mind that we usually recommend that players wait up to 14 days for their winnings to appear in their bank account. If you don't receive your payment by 26 August, please let me know and we will continue with the investigation. Thank you for your patience and understanding.

Dear Krazyrye,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.