Complaint #82
Club Player Casino
Delayed payments, not following published terms and conditions
10 years ago
I requested the following payouts:
2/2/16 - $1,016.00 (after bonus removal)
2/5/16 - $1,105.00
2/7/16 - $905.00
2/15/16 - $801.00
I have not received any of these payments, after many requests, on 3/16/16 the first one ($1,016.00) was approved but I have not received payment. In early March when I spoke with customer support about getting the withdrawals approved (prior to getting first one approved I was told that only one approval would be done every month. (I can provide full transcript of chat session if needed). I asked to whom I could escalate and was told Roger at casino support, I emailed him and never received a response, I reached out to Tara whom I have dealt with previously at sister casinos and inquired as to why they would say only one approval every month, this is not in their own published terms and conditions (rules), and she agreed (I can provide all emails as well). This was early March, and all that has happened since is the one approval 3/16/16 but no payments and no further approvals, so the following are still in pending:
2/5/16 - $1,105.00
2/7/16 - $905.00
2/15/16 - $801.00
I emailed Tara as well as chatted today with customer support and asked that we please resolve this because I didn't want to file complaint, and was told (by online chat), that my account is set up for "one approval per month". I asked if this applied to everyone and was told "no, it applies according to the processor used to sent the payments" .....I have played at almost all of the sister casinos and never had such a problem. They are refusing to approval withdrawals and are now saying it is a processor issue that doesn't apply to everyone, but surely applies to my account. Previously they have classified my account as "skilled player", which may have something to do with the delay, but they are not following the terms and conditions that they created. At the rate they have stated they are going to approve it will take till June or July to get these small payments from February. I asked many times could we please resolve this so I didn't have to submit a complaint, but they don't seem bothered. I can provide all the email chains as well as chat transcripts for your review if needed, but didn't post since it has personal information
2/2/16 - $1,016.00 (after bonus removal)
2/5/16 - $1,105.00
2/7/16 - $905.00
2/15/16 - $801.00
I have not received any of these payments, after many requests, on 3/16/16 the first one ($1,016.00) was approved but I have not received payment. In early March when I spoke with customer support about getting the withdrawals approved (prior to getting first one approved I was told that only one approval would be done every month. (I can provide full transcript of chat session if needed). I asked to whom I could escalate and was told Roger at casino support, I emailed him and never received a response, I reached out to Tara whom I have dealt with previously at sister casinos and inquired as to why they would say only one approval every month, this is not in their own published terms and conditions (rules), and she agreed (I can provide all emails as well). This was early March, and all that has happened since is the one approval 3/16/16 but no payments and no further approvals, so the following are still in pending:
2/5/16 - $1,105.00
2/7/16 - $905.00
2/15/16 - $801.00
I emailed Tara as well as chatted today with customer support and asked that we please resolve this because I didn't want to file complaint, and was told (by online chat), that my account is set up for "one approval per month". I asked if this applied to everyone and was told "no, it applies according to the processor used to sent the payments" .....I have played at almost all of the sister casinos and never had such a problem. They are refusing to approval withdrawals and are now saying it is a processor issue that doesn't apply to everyone, but surely applies to my account. Previously they have classified my account as "skilled player", which may have something to do with the delay, but they are not following the terms and conditions that they created. At the rate they have stated they are going to approve it will take till June or July to get these small payments from February. I asked many times could we please resolve this so I didn't have to submit a complaint, but they don't seem bothered. I can provide all the email chains as well as chat transcripts for your review if needed, but didn't post since it has personal information
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