Club Player Casino - Igrač se bori da završi verifikaciju računa.

I was emailed a free chip bonus, I played the bonus and won over 4000$ dollars. They also did the reverse payout and still my withdrawalable amount is 2950$. The casino will not accept my documents stating I'd is too blurry and also my proof of address is not valid. I am trying again today sending more pics and my bank statement with address as proof of address. Also why does any of this matter when I want to withdraw using Bitcoin.

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

Additionally, I have checked the general bonus terms, and this is what I found:

"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."

Do I understand correctly that you've accumulated all your winnings from a Free Chip solely? How much was the value of the Chip, please?

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

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.