Club Player Casino - El jugador aún no ha recibido las ganancias.

Submitted my verification documents 3 times I never get a confirmation email I never get any kind of response from them. And when I talk to them on chat it's always the same answer send in your ID....I have sent it 3 freaking times and I can never get any other help or answer than that

Dear hoffmancamron873,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They just closed my account so that's cool didn't pay me out and deleted my account

Thank you for your reply, hoffmancamron873. Have you accumulated your winnings with or without an active bonus?

Have you received any clear explanation regarding the blocked account or which rule you breached? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No I haven't received any explanation or reason all i did was send a message about status of my withdrawal. My winnings were earned fairly and by the book. I don't have multiple accounts they just literally closed my account and kept my winnings

Thank you very much, hoffmancamron873, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello hoffmancamron873,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Club Player Casino to join the conversation.

Dear Club Player Casino,

Can you please provide us with information on why was the player's account closed?

I saved chat transcripts and took screenshots and have all the emails I followed the rules and they stole my winnings and kicked me out

Greetings all,

I am not at liberty to openly discuss the details of our decision to revoke casino access and confiscate the related funds however it was done with valid reason in accordance with the terms and conditions of the casino. Supporting documentation has been provided to the casino.guru team for review.

Best wishes,

Nick and Club Player

Because there was no reason. If it was a valid reason than please share it with the class we all would like to know. But that's the answer I get every time. There is no reason they are crooks and liars and will steal every penny from you and than this is the c** they clap back with. Dishonest c***.

*this message was edited by Casino Guru admin

Dear hoffmancamron873,

I understand your frustration but please refrain from using offensive or foul language. Such behaviour is not tolerated on our compliant forum.

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. Unfortunately, you did not pass the verification process for valid reasons and we agree with the casino's decision. Since the disputed amount was from bonus funds and the verification real money deposit was returned to you, we consider the casino's decision to be in accordance with its rules and we are forced to reject this complaint.

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 and we will try our best to help.

Best regards

Michal

Casino Guru