Club Player Casino - Pelaajan kotiuttaminen viivästyy.

I won 200, completed everything they asked of me. Sent in documents for verification, it was approved, but wouldn't unlock my ability to withdraw. They told me wait up to 72 hrs...about 5 days later I received this email with no explanation.

Dear noahanderson1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us better understand your situation, could you please provide further details on the following:

• What specific documents did you submit for verification?
• Has the casino specified why your account was blocked?
• What was the balance in your account when the casino closed it? Did they allow you to withdraw your winnings, or have your winnings been confiscated?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

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

Best regards,

Veronika

There was just over 200.00 on it, I gave them a photo of my id front and back, and also a selfie , per their request. The automated system said it was approved but when I went to withdraw they still had it blocked so I messaged customer service , they said give them 72 hrs and approx 5 days later i got an email that said they have the right to shut down any account for any reason. They gave me no specifics, I emailed back asking why and they didnt respond. It was on a bonus and all requirements meant, They had a max of 200.00 cash out . I never got the chance to finalize the withdraw, as they just shot my account down with no reason or warning. Thank you for your help on this matter.

Thank you for your responses.

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

Have you made any deposits into this casino?

Have you used several free chip bonuses in a row without depositing in between?

No, I'm pretty sure I didn't. I'm aware most casinos won't honor it once you do that. I didn't over bet, didn't play any banned games, hit the play through and cashed out ... The system they use for verification even said it was approved but when I was transfered back to the casino site it would not let me withdrawl still.

Thank you very much, noahanderson1982, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Thank you kindly for all your help 🙏🏼

Hello noahanderson1982,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Club Player Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why have you decided to block noahanderson1982's account? Thank you in advance for providing us with your view of the issue.

Thank you for your help

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.

Greetings all,

After reviewing the situation I can see there was an issue with documents verification and our security team shut down the account for this reason. The most important bit would be the money itself I would say, the rules of the casino and the free chips themselves only allow one free bonus to be valid between cash deposit/play sessions. In this case there are many many consecutive free chips before the win in question and the funds would not be eligible for the $100 maximum withdrawal amount on the free chip.

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

Best wishes,

Nick and Club Player

Dear noahanderson1982,

Following a thorough examination of the information and evidence provided by the casino team, we have concluded that you have used multiple no deposit bonuses in a row, which is not permitted. This is unfortunately a breach of casino's terms and conditions, more precisely term n.4 under no deposit bonuses section https://www.clubplayercasino.com/terms-and-conditions/.

As a result, we are unable to advance your complaint and must regrettably reject it. I am sorry we could not be of more help on this occasion. However, do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.