dbbingo submitted a complaint.
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Club Player Casino not paying
Back on Dec 1st I withdrew $400 from my casino account at Club Player Casino and was told that they needed me to send them updated documents which I did that same day via e-mail to the address that they gave me. I did not hear anything so on Dec 8th I contacted them and found out that they never received my documents so I sent them again via email to two different e-mail addresses that they gave me.
All of my emails to them went through and were not returned. After another week I contacted them again and they told me they still did not have my documents, but after I started to get mad because I knew that they went through they finally told me they found them. So that was Dec 14th after two weeks. Now they told me it would take 7 - 10 days to approve the withdrawal. I contacted them at least 5 or 6 times over the past four weeks asking them about my $400 and when I was going to get it and no one could give me an answer. I was told to try back in a week, I was told to try back at a different time of the day, which I did, I was told that it was getting close to being approved, etc. Besides the 5 or 6 times I contacted them through live chat, which is how they told me to contact them, I also sent at least 3 or 4 emails to the email address listed on their casino as a contact, and every time I got an automated e-mail telling me that they had received my email & someone would contact me within 24 hours. Not once has that been done, those automated e-mails are the only time that I have been contacted by that casino during all of this time.
All of the contact with them has been from me. So it has now been six weeks sionce I withdrew that money from my account, and again I contacted them through live chat today and was told that it was approved today and that I would pay me as soon as they could. I asked what kind of time frame that mean't and was told maybe by the middle of next week. Also today for the first time since all of this started, Henry from their live chat, tells me today that I am not getting $400, but instead only $50. In every contact that I have had with them, including the e-mails, I have mentioned the withdrawal ant of $400, and not once has anyone ever told me that I was not getting that amount until today. When I asked about that he just told me that he was sorry that no one told me. There is no reason, or no possible excuse why no one would have told me that before now!! In the cashier at their casino when you go to withdrawal money there is a column on the left that tells you how much money you have in your account, how much of that money is available for withdrawal, and if their is a playthrough amount that is required. If $50 was all that I was allowed to withdrawal then it should have been there in the box under the amount available to withdrawal, and obviously it was not because I was able to withdrawal the $400 which is the amount that was in that box. For six weeks I have been given the run around by this casino, no once have they told me the truth, and now after all this time they tell me that I am only getting $50 instead of the $400 that I withdrew!!!
There is no reason and no excuse for this!! It is ridiculous!! I have dealt with a lot of online casinos and never, never, had any problem that even comes close to anything like this!!
What a Joke!!
This is Steve Ariel Affiliate Manager for Gambling Wages and Club Player is one of the brands that we represent. Please get in contact with me and give me your Player ID so I can contact the casino for you and get this taken care of.
***** is the username **************@sbcglobal.net is my email
On 1/12/10 you redeemed the following free chip:
$75 FREE CHIP
Slots & Keno ONLY!
$75 Max Cash-Out
No Deposit Required
From this coupon you made a withdrawal request for $400. As per casino rules regarding BONUS MONEY: “All bonus money given by the casino is non cashable and will be removed form your withdrawal request.”
This is the reason why your withdrawal was approved for $50.
Carolyn POC Withdrawals Department
I did not withdraw $400 from the coupon you say was redeemed on 1-12-10. The money that $400 that I withdrew was on December 1, 2009 so it would be impossible for that money to be as a result of a coupon that I redeemed on January 12th, 2010.
When I withdrew that $400.00 on December 1st, 2009, your casino listed the $400.00 as the amount in my account that was available to withdrawal.
There is no reason why I should not receive the $400.00, and it is Unbelievable that it has been over six weeks and nothing has been done with my withdrawal.
This is the first response that I have received from your casino in regards to this even though I have contacted you at least 10 times via live chat & e-mail. What a joke!!
Please send me an email with the correct information for Use my Wallet so I can have the withdrawals department of the casino process your earnings.
Please make sure to include everything so I can have them take care of this ASAP
Full name (Account Holder Only):
Use my Wallet info for ******:
Account Holder: ***** ** *****
Acct # ***********
Email is ************************
Am I getting the full amt that I withdrew? $400 is what I am entitled to. Because the only response that I have seen from the Casino.
Did not make sense. They tried to say that I withdrew those winnings from a coupon that was redeemed on January 12, 2010, which
Is not true because I withdrew this money back on December 1st, 2009.
And I have not heard anything else except for this e-mail asking me
For my Use my wallet acct info.
Please let me know.
The Finance Department was able to send the money yesterday through Western Union and not UseMyWallet. The amount to be sent to you was a little less than $50 but since the minimum to send is $50, it was approved for that much and obviously no fees where charged. Regarding the $400 you requested, you were credited with a $25 free chip meaning you are entitled to receive 2x max cash out ($50), the rest is "excess money". You should be getting a control number soon to pick up your earnings in the nearest Western Union Store.
I still have not received any money from them and I am also still not happy about the fact that they say I am only entitled to $50 when I withdrew $400, which was the amount that was listed in the cashier as the amount available for withdrawal. The first response they sent to you said that any free chip money that they give can not be withdrawn and that the amount of that bonus money would be deducted from my winnings which would mean $400 minus $25 equals $375. Now this second response says that I am only entitled to 2X the amt of the free chip which means $50.
They can not even get their story straight. I read the terms before I withdrew that $400 and there was no reason why I should not be paid that amount.
This casino is a joke! It has not been two months since I withdrew the $400 on December 1st and I have not received a dime form them yet. Obviously this is the way they do business and avoid having to pay out winnings to their players. I can not imagine what it would be like for someone who won a large amount of money. This has been more hassle than anything I have ever experienced and all for $400, even worse they are saying it is only $50 so what does that say about them!
I am sure that everyone understands that if there is a Max Cashout specified on a freechip it clearly means, that is the Maximum that you can Cashout...so the $50 that are entitled to you have already been sent and I hope you read the requirements for FREECHIPS the next time you play in any casino. The casino has already provided you with the Control Number for Western Union so you can pick this up right away.
I read the terms & conditions before I cashed out that money. I met the playthrough requirements and in the cashier window at Club Player casino there’s a box in the left hand column where it tells you how much of your winnings are available for withdrawal. It said $400. If I was only eligible to withdrawal $50, then that box should have had $50 in it and not $400.
I contacted the casino at least 10 times in regards to this withdrawal and not once did anyone tell me that I was not entitled to the $400 until over 6 weeks later when the casino finally realized they had to pay it. I find that a little odd that in the casino cashier it said that all of the $400 was available to withdrawal and that no one told me otherwise in all of my contact with them until I filed a complaint about not getting paid and the casino finally had to pay me, then all of a sudden the amt was changed from $400 to $50. I am not the one who needs to read the rules because if those were in fact the rules then don’t you think that the casino cashier should know what those rules are?
You need to figure out the right way to do business because the way you are doing it now is a joke!
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