Club Player Casino - 選手の退会が遅れました。

I won 130 USD with a Free 30 USD bonus. It was the first bonus I got after joining the casino.

I got my account verified.

Requested a withdrawel 17. sep. 2022.

A months later I asked for an update.

10 days later again.

And again the 5. dec.

I have not gotten any response at All from the casino.

Kind regards

Erik

Dear ErikChristensen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?

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

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

"RULES

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

Could you please request a new withdrawal in the amount of maximum cashout and let me know if it worked?

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

This is my first payout from the casino.

There is no money in my account, so I cannot try to withdraw the money again.

On the screenshot below you can see that initially the wire transfer was refused.

Then it looks like a manager approved it.

But I have not received any money.

And the casino does not respond to any of my inquiries by email.

Their live chat doesn't work either.

Det er min første udbetaling fra casinoet.

Der står ingen penge på min konto, så jeg kan ikke prøve at hæve pengene igen.

På screenshot herunder kan du se, at i første omgang blev wire transfer nægtet.

Så ser det ud som om at en manager godkendte det.

Men jeg har ikke modtaget nogen penge.

Og casinoet reagerer ikke på nogen af mine henvendelse på mail.

Deres livechat fungerer heller ikke.

Thank you very much, ErikChristensen, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ErikChristensen,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Club Player Casino to join the conversation and participate in the resolution of this complaint.

Dear Club Player Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Dear ErikChristensen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas