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

First, their KYC verification method doesnt work (see attachments). I contact support who tell me to email documents@clubplayermail.com

i verified my ID, then they asked for a btc address (which first they asked for a LTC address). So i gave them that several times and now no response

clubplayercasino.com

Dear chloeboggs9,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I gave sufficient Kyc documents, then was asked for a BTC address for my withdrawl which I then gave several times to no response. Thank you.

Still no response from casino after repeated attempts to withdrawl.

Still no response from casino

Nothing still

Dear chloeboggs9,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, nothing received. No contact ever since they asked for BTC address weeks ago. Complete ghost.

Dear chloeboggs9, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

I have submitted all the documents in the complaint. I will email them to you.

Dear chloeboggs9, I have not received any email from you.

Sent

Thank you very much, chloeboggs9, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

thank you

Hello chloeboggs9,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Club Player Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

No response still.

Greetings all,

I had the chance to review the situation and unfortunately the funds are not eligible for withdrawal. The terms and conditions of the casino state that only one free bonus is valid between cash deposit/play sessions. In this instance the win in question was on the 2nd consecutive free bonus with no history of deposit before the account confirmation deposit after the win. It appears there was some issue verifying the documents needed for KYC and I can have someone reach out for assistance with this, aside from that there is little I can do to assist here.

Best wishes,

Nick and Club Player

Incorrect. Only 1 single bonus was used. AND I deposited $10 on the account which is also being withheld.

Hello chloeboggs9,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear chloeboggs9,

Unfortunately, I can not help you anymore in this case. The evidence I was able to review clearly shows that you indeed used two consecutive free bonuses with no deposit in between them, which directly contradicts the casino's terms and conditions. I have no choice but to close the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.