This is what I call professional and responsible Customer Support.
Keep up the good work!
G59001 submitted a complaint.
Club Player Casino scam
I made a deposit at club player casino then they gave me a no limit no play through, no cash out limit, bounds. I played a little bit. And I got my balance up to 6500. So I decided to cash out. I was told the most I could cash out at one time was 4000. So I made a withdrawal for 4000. And another month withdrawal for 2500. And waited. A couple of weeks later I was told that my 2300. Withdrawal for had been approved. And than I seen a manager had taken my 4000 and changed it 2300. And deducted some mysterious fees. Even though I had played through more thahn 10 times my bounus. Than every day I received a email from a Monika asking for my username and which casino I was playing with. I would give the information and the next day get asked again. Getting frustrated I called and was met with very rude customer service. And finally they told they could deposit into a credit union. So I gave them new bank information. I also should I add that I was hung up on several times by this Monika person. Then she told I would get my withdrawal in 10the to 20cash days after she decides to approve it. Then hung up again. Well its been 40approved days now haven't seen a penny! And the second thoughts withdrawal hasn't been approved yet.
I went ahead and checked your account.
On 1/11/2012 at 2:44:39 PM you've made a $500 deposit
On 1/11/2012 at 3:37:13 PM you've received NEWPLAYER320 match bonus
On 1/13/2012 at 3:52:51 PM you've made a $4000 cash-out request
On 1/13/2012 at 3:55:17 PM you've made a $2500 cash-out request
Please keep in mind that bonus redeemed was non cashable; meaning that accounting removes the bonus amount from your winnings. This is why on 1/27/2012 at 10:00:25 AM the casino approved $2400 from your $4000 request and on 1/27/2012 at 10:00:50 AM Withdrawals Department Manager removed $1600 which is the Non Cashable bonus amount from your winnings.
The $2500 that was pending still was canceled by you on 2/1/2012 at 7:37:12 PM and spent playing the casino games.
I hope this clarifies any misunderstanding.
OK I don't understand when a person goes into the cashier. What is columns of how much a person can cash out and how much the bounus play are? Because than mine said amount allowable to cash out was 6500. And bounus amount was 0.?? If th
If the casino is going to do that why is considered part of your withdrawalable amount?
And that still doesn't explain why your customer service asked me every day for a week what my username and casino I was playing with for a week and kept hanging up on me. Then she says the withdrawal will be approved when she decides to approve it?? And now its been 40 days and still nothing???
And yes after waiting over 30 days for the second amount to be approved I withdrew my pending withdrawals
Everything is regulated on our Terms and Conditions.
Bonus Rules: http://www.clubplayercasino.com/bonus-rules/
Unless otherwise specified by the Casino, all promotional bonuses are NON CASHABLE. All bonus money will be removed from your account at the point of cash out. The purpose of bonus money is to enhance the players experience, which can be can be used to help generate winnings, however cannot be withdrawn as part of the winnings. The bonus will not be returned to the account, rather deducted from Casino winnings.
How long does it take to process my withdrawal?
All withdrawal requests are processed within 7-10 business days. However withdrawals that have not met cashout requirements (e.g. playthrough not met, amount requested does not match amount available for withdrawal) will be denied within 72 hrs. of the request.
Once a withdrawal request is approved, players will be contacted to verify all personal information and discuss payment options. All information must be correct in order for the withdrawal to be issued.
By checking your account I can see that you had to wait only 10 business days from the date of your cash-out request on 1/13/2012 to the approval date 1/27/2012 not a month as you mentioned before.
What? It hasn't been a month? I'm still waiting to receive payment. And it sure seems like from January 13 til then now is over a month. Yes I understand when about the bonuses but when you go to the cashier your withdrawalable amount should I say X.00 and the bonus amount should say X understanding when you cash out you lose the bonus amount
I actually contacted the casino prior to my withdrawal and spoke with you someone who was very nice, clear effective and efficient (wish I could remember her name) but she did a full run through my account verification made sure I had all paperwork and bank information and it took all about 15 minutes. She did reiterate it would take 7 to 10 days.
But please just tell me if I and when I'm ever going to receive payment.
A Wire Transfer has been processed on 2/26/2012 at 10:18:06 AM for $2400
To ask gamblers problem really hasn't been solved. Still waiting to payments. I don't know what processed meant. Is the payments. Just starting the process. Or should I expect payment soon?
Accounting confirmed your Wire Transfer payment has been already sent out
Can you confirm when my withdrawal was sent and how long that process takes? Still waiting for any payment.
I will contact you tomorrow with payment details
I've sent you an email with the Wire Transfer Sender's name.
Is the payment received?
Is the payment received, so we can solve this complaint?
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