Club Player Casino - Player's withdrawal repeatedly denied.

I've deposited money 2 times. Everytime I go to cash out it takes 14days and thrn it is denied and put back Into the casino. When I talked to support they said it could take upto 10 business days and then i was never told anything else it was just denied and put back in. The when I tried to withdrawl yesterday it wouldn't let me cause it said I had an active coupon. I never accepted a coupon and when I went to cancel it it wouldn't let me. It said i already played some of the play thru. But I took a screen shot and it shows 0 played of the play thru. Then when I tried ti cash out agai agter playing their entire play thru it said itnwould would be instant through coin draw and I entered all the information and then it said it could take up to 1 to 3 business days after I submitted it and up to 10 business days for them to accept it. Still once again they're trying to say 10 business days for the withdrawal that never gets accepted. They're advertising for instant withdrawals though through coin draw and then not doing instant withdrawals 10 days 10 business days is not instant nowhere near.

Dear sophiemonik32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Club Player Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please clarify if your winnings come from a bonus or purely a real money deposit?
• Could you please specify when you made a deposit and when the bonus code was approved?
• Please share a screenshot from your transaction history regarding these events here in the complaint thread.

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,

Tomas

here is a list of my deposits. I've made cash deposits and the winning were made off of those. They put another bonus on my account I couldn't cancel and couldn't cash out until played which I did yesterday amd tried to cash out again

Do I understand correctly the 100USD withdrawable balance is a result of your play with the bonus you received on the 22nd of January? Have you cleared the wagering requirement of the bonus that was activated on your account and proceeded to request a withdrawal again?

With what result?

Dear sophiemonik32,

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.

No, not quite. So on the 2@nd I already had $100 in the account. I had previously deposited

money back in Nov. I played a few free spins and my deposit and got my balance upto $100. Since then this started. They took $40 from my winning immediately and said that their was some max winning of $50 on the free spins and that left my balance at 100.

They played a 100 free chip on my account as well in order to not make me eligible to submit for a withdrawl with coindraw.

So i played the coupon and lost it. All the money they gave me I did t play all the playthru cause i lost the uh so then once again all i had in my account was the $100. I made another deposit because i was told I couldn't make a wothdrawl since my last transaction was a coupon not a deposit. Then I requested a cash out of kith coindraw. So the money inn the account is what I earned off of the free spins and my initial deposit if bitcoin

They have changed what they say though everytime I speak to support. Thus last time I was told that they took my money because I mixed funds which you cannot do. Yet I was told I had to make a deposit in order to withddawl.

this is my most recent conversation

Thank you very much, sophiemonik32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi sophiemonik32,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Club Player Casino to join the conversation and contribute to the resolution of this complaint.

Greetings all,

Mixing funds is when one type of funds with one set of rules are placed on top of another type of funds with different rules, in this case there was a requested withdrawal for $100 from a free chip which had been denied due to a lack of documentation in the player account. These funds were placed back into the player account pending documents submission which would qualify the account for withdrawal. An additional free chip was then redeemed by the player on top of this balance and the funds were played, then a cash deposit was placed on top of that balance and those funds were played. At this point there is no way to extricate one type of funds from the next and unfortunately for this reason these funds were not eligible for withdrawal and thus removed from the casino system. The cash deposit was then re-deposited to the player account as cash so it can be played without the rules and restrictions of a free chip, these funds are currently in the player account waiting to be played.

Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Club Player



As you can see in my transaction history I tried to submit withdrawals from the account back in November and December for $100 first it was $70 then it was $100 that was denied and then again in January I submitted it on the 22nd and then this is a correspondence between club players support saying that the coin draw went through and I would get it in three to seven business days

On the 22nd I tried to cancel the 100 free chip because it wouldn't let me resubmit my withdrawal with an active bonus. I tried to cancel it and it wouldn't let me.

it said that I had already started the playthrough, but I hadn't and I took a screenshot of that as well. I talked to support and they said that would have to make another deposit in order to qualified for a withdrawal. So I played the free chip which I lost it all and then I made a Bitcoin deposit. I continued to play slots after all this and then finally decided to try and withdrawal again. Now before January before December I've had $100 in this account that I have gotten almost down to 0 And then up again.

I resubmitted my withdrawal because it would allow me now and I was told by club player support that every thing was fine and that I would be getting it in 3-7 business days. I even provided them with additional info which I had done this before as well.

This money was mine in the account. I sent to club player because they had offered me a free spins and a free chip to come play at their casino. It the second I played it they then just took a hold of my money and keep trying to tell me that it is money from free chip or free spins or bonus and they take my money. I submitted a $80 withdrawal out of the account in Jan 22nd they denied it and then a manger submitted a new withdrawal for 100 and accepted it. This has wasted soo much of my time it is crazy. I just want my money. I've made 2 cash deposits and somehow they keep finding ways to take it And say I did something wrong

HI all,

Thank you for your replies.

Dear sophiemonik32,

I reviewed your case in more detail. Even though I have to admit that the bonus system in this casino is extremely confusing not only for players but for us as well, the data does suggest that the funds were mixed. If the initial withdrawal didn't get through and the funds went back to the balance, then another bonus was activated and played and a deposit was made on top of that, I'm afraid I won't be able to help you with this one.

What is there to reply. Thanks for nothing

Hi sophiemonik32,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your cooperation, I am sorry we could not be of more help on this occasion.

Best regards,

Peter