Ag Awards

Club Player Casino - Will not honor my withdrawal because of misleading information

Complaint Info
Disputed casino Club Player Casino
Reason Declined payment
Amount $ 100
Sanae5312 United States Message
Posted on September 27, 2014

I had been playing on my boyfriend's account for some time since it's easier to have just one account, however, after speaking with the Support Desk, I was advised to create my own account so I did. For my first transaction I used an $100 free chip promotion which I got through an email. I made it through the play-through and in the end ended up winning $126 when I decided to stop. On speaking to Support again, I was informed that my withdrawal will not be honored because my boyfriend and I both use the same computer and both accounts were created from the same IP. I was told that because his last transaction was a Free Chip (which he didn't use), it counts as if my account is a duplicate of his account since we share the same IP, therefore my withdrawal will not be honored. Since he didn't use the Free Chip I asked them to remove it from his account so that my withdrawal could be approved. This request was denied. I am filing this complaint because I did as I was advised to do and the earnings from
my promotion are not being honored. If I was advised to create my own account, it should be treated as a separate account. We are not married and do not share a household, we just happen to use the same computer. My withdrawal should be honored.

Sanae5312 United States Message
Posted on September 22, 2014

Just received a call from Sophie at Casino Support who informed me that the Casino has decided to honor my withdrawal in the amount of $100 upon receipt of my documentation which I just submitted. I'll post again when/if the payment comes through.

Posted on September 23, 2014

Hi Sanae,

Glad to hear Sophie got in touch with you (she's wonderful!) and glad to hear this has already been sorted out for you.

All the best,


Posted on September 26, 2014

Dear @Sanae5312,
Is this complaint solved, can we close it? Thank you.

Sanae5312 United States
Posted on September 27, 2014

Haven't been paid yet, but the payout was approved so we can close this issue as resolved

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