The player's unable to withdraw her balance as she registered from a restricted country. After some discussion, the casino and the player managed to come to an agreement and the complaint was resolved.
Club Player Casino - The player's unable to withdraw his balance.
Amount: $100
Club Player Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I came to demonstrate my total indignation with this "casino" that is called a casino, right, because I registered in this casino as a country in Brazil and they agreed to create an account and claim a bonus of 77 without deposit. well manage to have a balance of 100 usd, I talked to chat they said I needed to send my documents, I sent my documents from Brazil and they approved my account there showing perfectly that I was in Brazil in the proof of residence it shows there and I went approved by them, how does it say it doesn't accept it? that's wrong and why when I made the account as in Brazil the casinos that don't accept it already Barra soon as the brother casino of this Dreems casino does not allow it when you are going to make the account and this one does not This was the case with Club Player Casino. And more importantly, I sent the documents in the chat. They asked me for everything and I said it was a free chip. everything ... so what do you mean I can't wait more than 8 days for this?? seriously I'm very indignant the casino makes you joke all the time influencing me to deposit, you can deposit, right? in this and it does not deserve this classification because they are misleading! And my account is still open for me to deposit and as it is restricted I do not understand and I do not accept this is not fair
The document below where I sent it is they approved it showing that I am from Brazil
Automatic translation:
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1 year ago
Hello polianasouuza08,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Club Player Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when are you registered in the casino? How much did you deposit there? Do I understand it correctly that you can't withdraw as the casino is restricted in Brazil? When was the last time you speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Since the 6th of January, then I complained a lot with them and they said that Brazil is allowed to play which wasn't allowed coupon that I redeemed, how not? it says like this "sorry the coupon cannot be redeemed by country", and that was not my case from the moment I they let me redeem the coupon it was because I was valid yes, they certainly thought that I would not be able to rollover , I hope you help me the casino is lying they usually do this, help me to withdraw please
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1 year ago
Translation
They're lying so much that first it was because Brazil couldn't play at the casino, I asked them why they are I sent my documents and they were approved, they didn't know how to answer then they said that the coupon couldn't be redeemed but their system is a lie when a person or country is not valid, they do not allow claiming the free coupon, the system automatically does not allow it, and if it did, I have the right to receive my money after an auto rollover
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1 year ago
Hello polianasouuza08,
We believe that once the casino allows you to take the bonus, they should also pay out the winnings from it. It is up to them to restrict players from specific countries from taking bonuses. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello polianasouuza08,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Club Player Casino to join the conversation and participate in the resolution of this complaint.
Dear Club Player Casino,
Can you please provide further information regarding the player's use of the bonus and eligibility to make a withdrawal?
Kind regards,
Adam
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1 year ago
Dear polianasouuza08,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
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