Club Player Casino - The player struggles to withdraw his balance.

So I started with a $30 free bonus and won over $900 and met the playthrough requirements, only for the to literally take all my winning after meeting the playthrough requirements. What’s the point of making us meet that requirement if we aren’t going to get our winnings, and only $100. Pointless to have the requirement then. It’s like I played for nothing. Now I have a $183 balance from playing more and winning more money on top of the $100. I submitted my documents 5 days ago and still no response and not Abelardo withdraw my money yet even though it’s there and available for withdraw. When I call customer service it asks for 6 digit number when I don’t have and never received one. Please help me!!!

Hello guilherme6739,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and also that most of no deposit bonuses have maximum win limit so there is nothing unusual with it.

Looking forward to your answer.

Regards,

Nick

I sent my documents on Saturday, October 1st. Nothing approved yet at. It says it can take up to 72 hours. I tried to send an email asking what’s going on, but got no response yet.

Please be sure to wait at least the 14 days recommended time frame and let us know in case of any update.

It has been 12 days. This is very disappointing. Why say verification can take up to 72hours and I’m still waiting 2 weeks later?…. But it’ll sure let me deposit money…. But won’t let me take what’s mine, that I won fair and square.

Hello guilherme6739,

Can you please advise if there is any update regarding the verification? If still not, we will try to intervene.

No update yet at all. This is very disappointing. Since October 1st. That’s when I submitted documents. No reply or anything yet.

The amount is now $140 since I used some. But no update yet on my verification processs

Thank you guilherme6739 for the update. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello guilherme6739,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Club Player Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Greetings all,

I reviewed the situation and unfortunately guilherme6739 the terms and conditions of the casino (as well as the rules of the chips themselves) do not allow consecutive no-deposit bonuses, there must be a cash deposit in the middle.

When you cashed and played an additional consecutive no deposit chip on top of your balance you rendered the previous free chip win ineligible for withdrawal as the funds in the account are now mixed and it's impossible to extricate one from the next.

Regarding your documents verification, physical alteration of a requested document is actually fraudulent activity guilherme6739. If you would like to continue with the documents verification process I would strongly urge you to provide the requested information in a legitimate form. I have not forwarded the documents you provided to our security team but should they review them of their own accord I'm fairly certain it would (justifiably) result in your being banned in this and all related casinos within our network.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Club Player

I resent legit documents right after, on the same day, 15min later. My winnings are from my first ever bonus with you guys as well. I watered the playthrough money and all. Here the email attached of me resending documents 15min later.

My winnings are from the first time I ever played with you guys. The CLUB30 code. Check out the date and time, same day I submitted my documents. I played, won, played the playthrough money, and then submitted my documents.

That was my first ever bonus and was the first time I EVER played with you guys. So I don’t know what you’re saying about using two coupons back to pack. Every other one I tried to use after that, was denied. My winnings are all from the first ever coupon which was my first time playing with this casino. And luckily it’s only $100+, because I really won over $900, if it wasn’t for that dumb rule of maximum $100 withdraw (which is really a dumb rule) why make me have a requirement to wager all that playthrough money, if you’re just going to take the winnings after $100 anyway.

the documents I submitted 15min later, are all legit. I sent my ID and my proof of address. I had no idea about the first one bc I had a family member send me a picture of my mail and when I noticed 15min later that my sister had edited the address, I sent new documents (15min later). I atttched screenshots with the email and time and everything in my reply before this one.

Dear guilherme6739,

I was provided with more evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified. Apart from taking another no-deposit bonus on top of your balance which resulted in mixed funds, you sent fraudulent documents for verification and this is directly in breach of the terms and conditions of the casino.

Sorry, we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Club Player Casino Team, for providing information and for your cooperation.

Best regards,

Tomas