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

Complaint regarding denied winnings after completing wagering – Club Player Casino

I would like to submit a complaint regarding my experience with Club Player Casino.

I registered an account and deposited approximately $17.61 in Litecoin. After depositing, the casino system allowed me to redeem a welcome bonus coupon (CLUB30).

The platform allowed me to:

• Register from Norway

• Deposit funds successfully

• Activate the welcome bonus

• Play normally using the bonus

• Complete the wagering requirements

After completing the wagering requirements, my balance reached approximately $194.80. I then requested a withdrawal.

According to my transaction history, the withdrawal was split into two parts:

• $176.80 – "Manager Withdrawal Approved"

• $18 – "Coindraw Withdrawal Approved"

I received only the $18 payment (which corresponds to my original deposit). The remaining winnings were denied.

When I contacted live support, I was informed that players from Norway are not allowed to withdraw winnings from the welcome bonus because it is restricted to the US and Canada.

My concern is that the system allowed the entire process to occur without any warning or restriction:

• The casino allowed me to create an account from Norway.

• The system allowed the welcome bonus to be activated.

• The platform allowed me to complete wagering requirements.

• No warning or restriction was displayed at any stage.

The restriction was only applied after the wagering requirements were completed and the withdrawal was requested.

Additionally, support later suggested that I could deposit $30 and continue playing, which indicates that players from Norway are still allowed to gamble on the platform.

If Norway is not eligible for the welcome bonus, the bonus should be automatically blocked or restricted before gameplay begins. Allowing the player to deposit, activate the bonus, complete wagering and only then enforcing the restriction places the player in an unfair position.

I believe the casino should either:

Prevent ineligible players from activating restricted bonuses, or

Honor winnings when the system allows the bonus and wagering to be completed.

For these reasons I respectfully request that this case be reviewed and that a fair resolution be considered.

I am attaching screenshots of:

• The withdrawal history

• My chat conversation with support

• The blockchain transaction showing the returned deposit

• The bonus used on the account

Additional concern regarding the withdrawal process:

According to the transaction history on my account, the withdrawal of $176.80 was marked as "Manager Withdrawal Approved".

This indicates that the withdrawal had already passed an internal review stage before it was later denied due to the country restriction related to the bonus.

This raises concerns about inconsistent handling of the withdrawal request, as the approval appears to have occurred before the restriction was enforced.

Thank you for reviewing this complaint.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kvams,

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

Dear Kvams,

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.

Dear Karla,

Thank you for your follow-up.

I can confirm that I have not received my withdrawal yet, even though the recommended 14-day period has now passed.

I would appreciate it if you could now intervene and assist me in resolving this issue with the casino, as the delay is becoming very concerning.

Please let me know if you need any additional information from my side.

Thank you for your help.

Best regards,

Kvams

Dear Kvams, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Kvams,

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.

thank u 🙂 screenshots of the chat

i have sendt u an email of all the chat and the transaction screen 🙂

Have you made any successful withdrawals before? = yes

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

Did you accumulate your winnings with or without an active bonus? = with a bonus.

Did you play casino games or bet on sports? = casino

Dear Kvams,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Hadi, hadi.a@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Kvams,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Club Player Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Club Player Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Greetings all,

I had a chance to review the situation and the issue at hand is due to this:

Within the terms and conditions of the casino there is this section, "Country Based Restrictions" with a link. When you click this link it reviews the source of your IP address then tells you what you are eligible for within the casino.

You can see that the IP I am using currently does not allow any transactions with the casino whatsoever. Please note that normally (in all other cases to my knowledge except the country in which I am currently sitting) if the country allows no transactions then these countries are blocked at an IP level which simplifies things significantly.

However, some countries allow deposit and/or match bonusing but are not eligible for free welcome chips. If you click this same link from your country of origin Kvams (in this case Norway) it will show you in the same window what is valid from where you are sitting. Norway is eligible to deposit and play, but unfortunately is not eligible for free welcome chips per the terms and conditions of the casino and that is the root of the issue here.

We have tried blocking free bonusing at an IP level as well, but this has proven to be much more troublesome as many folks really like to play them anyway for fun and it causes far greater numbers of player complaints than not doing so. So this link is the compromise.

Try clicking the link in the terms and conditions and it will tell you exactly what you are eligible for!

Best wishes,

Nick and Club Player

Dear Nick,

Thank you for your response and for taking the time to explain the casino’s position in detail. We appreciate your participation in the complaint process.

After reviewing your explanation, the country-based restrictions link, and our Fair Gambling Codex, we understand the casino’s position that players from Norway are not eligible to cash out winnings from free welcome bonuses. We also acknowledge that this information appears in the restriction checker linked from the Terms and Conditions.

That said, Casino Guru also assesses whether such restrictions are enforced in a fair and transparent manner. Our Codex states that fair casinos should enforce restricted bonuses by "only giving bonuses to eligible players," and further explains that "all rules should be technologically enforced by the casinos to stop players getting into trouble by accident." It also states that "the entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly."

In this case, the player was allowed to register, deposit, activate the bonus, complete the wagering requirements, and proceed to the withdrawal stage. From our perspective, this is the core issue. Even if the restriction existed in the terms, it was not enforced upfront in a way that prevented the player from unknowingly proceeding with a bonus whose winnings would later be denied.

Because of that, we do not currently view this outcome as being in line with the fair gambling principles described in our Codex. While the casino may have support for its position under the written terms, our concern is that the restriction appears to have been applied only after the player had already completed the required steps.

With that in mind, We would therefore appreciate any further response from your side regarding our position, including whether the casino may wish to reconsider the outcome of this case

Greetings all,

We know and love the casino.guru Fair Gambling Codex and many of the casinos I represent have used it as a model to help shape their own policies. It is (generally speaking) objectively fair and has (in my observation) resulted in a net improvement in standards and practices for the entire industry. I myself have been working with casino.guru from their very beginning and have been sole representative for many various casinos in more than 2000 complaint cases on this platform over the years. I don't like to play favourites, but... Working with you guys is great, every time. Even when we don't see exactly eye to eye.

Having said that, I need to argue that in this case there is no jeopardy and no risk. What we are discussing is a free bonus offered to new players to try out the casino. These bonuses need to be available to "eligible" and "non-eligible" players alike in order to give them an understanding of what real cash gameplay will be like within the casino. We have made every effort at transparency in the terms and conditions of the casino (and the bonus) and the only thing at risk is a mild disappointment at not being able to cash out (for the maximum cashout value of $100) because the player has not taken the time to review the terms of the bonus and the casino itself beforehand.

We believe that the casino has acted in good faith wherever possible, provided a window into real money game play on the platform (the true purpose of a free welcome chip), and hopefully shown the player a good time with no risk to them as an individual.

Specifically with free bonusing (and especially welcome bonusing), the casino should be allowed to reserve the right to set the rules and limits associated with free money at our discretion.

I would like to ask casino.guru to revisit this policy specific to welcome bonuses (new signups with no history of deposit) at a managerial level based on the above argument.

Best wishes,

Nick and Club Player

Dear Nick,

Thank you for looking into this case, for your engagement throughout the process, and for the kind words about Casino Guru's work.

I understand the casino's position, and I want to acknowledge one thing fairly, the player's deposit was returned, and the welcome bonus structure itself carries no financial risk to the player. I also recognize that casinos have the right to set their own rules around welcome bonuses, including restricting cash outs by country.

Where we cannot agree is on how that restriction was communicated.

The player deposited, claimed the bonus, and completed the full wagering requirement without any indication that he would not be able to withdraw his winnings. No warning at the point of claim, no message during play, no system block. From his perspective, he was playing toward a real withdrawal. He had no way of knowing his time and effort would lead to nothing.

That is the core issue for us. A player has the right to know before he commits, not after he finishes, that the bonus he is about to play carries no real winning potential for him. The T&C alone does not satisfy that. Players deserve a clear, visible notice at the point of claiming the bonus so they can make an informed decision about whether to proceed.

After consulting internally, we will be closing this complaint as unresolved. This will be reflected in Club Player Casino's Safety Index.

Dear Kvams,

We have reviewed your case and consulted with our team. While the casino has the right to restrict cash outs for certain countries, they had an obligation to make that clear before you began playing. As they failed to do so, we are closing this complaint as unresolved against Club Player Casino.

Regards,

Hadi