Club Player Casino - Výběr hráče byl opakovaně zdržován.

I have been waiting since 11/9/23 for a $100 withdrawal I requested. I met all rollover requirements, made a deposit using the BTC address as my withdrawal method , account verified via submission of proper documents .. yet they keep delaying for no apparent reason. I have been in touch with over 30+ agents over the time span; although lengthy wait times, they are accessible via live chat. I always get the same ending response from the agents’ "I have escalated this matter to the appropriate team and your withdrawal will be processed soon". Then they have randomly (and without contacting me), canceled the withdrawals 4 times now. When I contact them they tell me it’s because they need additional documents (all of which I have sent via email multiple times over..) as seen in one of the attachments, my account has been verified since day 1 of having asked to provide the necessary documents.

I would be happy to answer any other questions you may have & can go further into detail. It has been so long + daunting of a process that has me chasing my tail and doing exactly what they ask. Very frustrating.

Thanks again & I look forward to being in touch.

WDM

Dear wdustinmccormick,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but four months is an unusually long time.

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

Best regards,

Petronela

Thanks for the reply! I have posted these screenshots of the current conversation I am having with a customer support agent. This is what it’s like every time I reach out — very vague & continue to let me spin in circles..

EDIT: And who would’ve guessed that this convo would have ended open-ended with no response / reason as to why all the documents I’ve provided aren’t sufficient. Absolutely crazy.

Thank you very much, wdustinmccormick, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.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.  

Dear wdustinmccormick,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Club Player Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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,

I have reviewed the situation and I will see what can be done to assist, I notice you have not updated your Bitcoin address in some time wdustinmccormick. If you could please contact customer service and confirm the details with them it would be much appreciated.

Best wishes,

Nick and Club Player

Dear wdustinmccormick,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.