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Club Player Casino

Discussion in 'Casino Complaints - Bonus Issues' started by Flizzin, Aug 23, 2006.

    Aug 23, 2006
  1. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Hi all,

    I am new to the online casino industry and started by testing out Golden Palace and Golden Palce Bingo. Both were excellent and customer service was amazing. I felt my funds were secure and I was at ease considering I had never tried this online gambling thing before. I have made deposits at about 5 casinos total so far and have come out on top most of the time.
    My overall skepticism and fears came true last night when playing Club Player Casino.

    Here's the story:

    I signed up for Club Player casino after finding out they offered a $65 no deposit bonus which is quite attractive. I lost it all right away needless to say. No big deal just poor luck. I then deposited another $50 through Neteller and again found no great luck.
    My girlfriend, not being aware I had even tried this casino (and I had uninstalled it after losing the free deposit and my real deposit) decided to download this at my house while I was at work after discovering the $65 bonus as well. Of course she was unable to claim this bonus with her credentials at my residence as this was the same IP address

    She then went again and downloaded Club Player Casino at her own house and attempted to cash in on the $65 no deposit bonus.
    Again she was unable to collect the bonus, this time i'm unsure why. She then proceeded to contact customer service who were just short of accusing her of fraud. When she stated she would just close all the accounts, the service rep indicated she would credit $50 as part of a promotion (not sure which one) into my player account. She also indicated the minimum wagering requirement was $1000 (20 times the initial bonus amout). So over the course of the next couple hours she managed to get up to $450.

    When I got home from work of course I asked her about this whole situation and was delighted with their customer service to credit my account with $50. I called the toll free number to see how far we were with the wagering requirements. They told me we had wagered $747. I specifically asked again if the wagering requirement was in fact $1000 to which the attendant replied "yes".

    Again we played and this time after we had believed we were definitely over the $1000 wagering requirement our blance was at $400 which we intended to cash out.
    Again we called and this time the rep indicates we were to meet a $1250 wagering requirement which I thought was starting to sound fishy already.
    My girlfriend then hung up and called back again only to get told that the bonus money we received should never have happend because we didn't have a coupon of some kind and they made a mistake by crediting $50 and we would need to call back in 10 minutes to speak with the manager.

    After waiting the 10 minutes, my girlfriend called once again and spoke to the manager who she indicated she could barely understand. He says that he will set us back to the $50 bonus balance and start the bonus promotion and wagering requirement over. Of course we said this was unacceptable as we had played for a few hours thinking we could cash this money out after meeting wagering requirements. In the end the manager indicates we can cash out $50 but only after we return $50 back. This of course sounded ridiculous once again.

    So at this point, our balance is $100 because we played down thinking we were getting royally screwed anyway so lets take the $50 and run away from this casino for good and play the rest as they said "it shouldn't be there" anyway.

    But I thought to myself after googling "casino complaints" and seeing your site that maybe I would pose my situation and see what others would do/have done.

    So I pose this question, how should I proceed ?

    Let others know about the complete disarray of their shaughty customer service ?
    Try my damndest to retrieve the $400 that we ere rightfully owed ?
    Take the cash out $50 that they said we still could get ?

    Or just get the hell out of there as we were playing with their "bonus" money and it is no loss to me.

    What would you do ? :what:
     
  2. Aug 23, 2006
  3. WAYLANDER

    WAYLANDER Experienced Member webmeister

    Occupation:
    Garden buildings installer S/E / Poker
    Location:
    uk
    WOW what a story .... filled with all sort of twists and turns
    If your girlfriend signed up on your computer, even if she did then go and redownload from her own i am surprised she got any kind of bonus full stop.
    Then with all the wagering points....who knows? ... you got off to a bad start with the same PC.. this is a BIG no no in the world of online casinos!
    My advice
    Take the $50 and consider yourself lucky ( if they pay it )

    WAYLANDER
     
  4. Aug 23, 2006
  5. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Might be the best option...

    We didn't try to create an account on my PC with 2 different ID's knowingly. She did this while I was at work because there wasn't even Club Player casino installed when she was on my computer as I had uninstalled it after losing my $50 bonus and a Real money deposit of $50.

    She found out I already used the $65 when she tried to obtain the promotion.
    So she went home and tried to sign in with the account created at my house and still they told her she already had an account at my house and IP address.

    But I used the $65 under username KEVT and she was signing up under JEPJEP.

    They still would not honor her free $65 when she tried this at her own house and own IP address which was ok with us cause we were going to close the accounts. But that's when the free $50 credit thing started getting all wonky.... hope this clears that up. Maybe I am making a bid deal over nothing, but I won't be playing there I can assure you of that.
     
  6. Aug 23, 2006
  7. LeJoueur

    LeJoueur Dormant account

    Occupation:
    Star gazer.
    Location:
    UK
    Have you ever thought about writing short stories?

    But to the topic in hand - I think you have been treated terribly. They sound like a right bunch of crooks to me. I would have argued and argued with them for ages for those rightful winnings.

    I would still write to them though telling them how you feel and that what they did was shameful.

    How these people sleep at night, I have no idea.

    You can also learn from this experience.
     
  8. Aug 23, 2006
  9. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Thanks for the kind response :D

    I personally never spoke to the service reps ... the only time I talked to them is when checking if wagering requirements had been met.

    After that my g/f contacted them and said she had a hard time hearing them and understanding them (she's Philipino and they're Costa-Rican). So I m,ay be calling them tonight to get some more details...


    Thanks again for your response.
     
  10. Aug 23, 2006
  11. LeJoueur

    LeJoueur Dormant account

    Occupation:
    Star gazer.
    Location:
    UK
    Good luck. :thumbsup:

    Keep us informed.
     
  12. Aug 24, 2006
  13. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    I spoke to someone named "Sammy" (female) and she indicates that this was an insurance deposit and not part of the "Ladies Night" promotion they said was credited.

    I also asked why I received 3 separate wagering requirements from 3 different people and the timeline went lowest to highest
    ie: called the first time and was told $1000 WR to cash out
    called again and was told $1250 WR to cash out
    called a third time and was told $1600.

    She says that each service rep will give different info as the calculations take time to update or some drivel like that.

    I am at $3600 wagered (is what Sammy says) and in the end they say I can only cash out 100% of the initial deposit $50.

    Needless to say i'm gonna attempt to cash out this $50 and then d/l 32Red which is what i've heard some good things about.

    Just for all to be aware, Club Player Casino is questionable at best.
     
  14. Aug 27, 2006
  15. satori

    satori Dormant account

    Occupation:
    Unknown
    Location:
    No forwarding address
    Club Player isn't one of the RTG casinos with the best reputation. There have been complaints in the past from their group (sister to Palace of Chance I believe).

    Casinos are always checking for signs of multiple accounts and have various methods for identifying them - IP addresses, personal information, computer ID etc. Sometimes they don't connect the dots correctly but you'll still have trouble if you want to cash out since the burden of proof is on you.

    I'd suggest taking your business to another casino group and stick with the ones approved/recommended by Casinomeister.
     
  16. Aug 28, 2006
  17. paul02085

    paul02085 Dormant account

    Occupation:
    Mgmt
    Location:
    USA
    Flizzen, welcome to casinomeister! Lots of good people here.:thumbsup:
     
  18. Aug 28, 2006
  19. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Thanks Paul, glad to b here. The community seems like a great bunch :notworthy
     
  20. Aug 29, 2006
  21. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Here's the latest in the laughable saga that is Club Player Casino....

    Keep in mind that I faxed my documents last thursday (utility bill and ID)

    It's only for $50 (they keep 50 and I get 50 after I had met the WR) but this is more a matter of principle than anything.


    Spoke to a CSR This morning 09:00 CST

    Please wait for a site operator to respond.
    You are now chatting with 'Laura'
    Laura: Welcome to Club Player Casino!!! How may I assist you today?
    KEVT: Hi, I was just inquiring about my current cashout allowance
    KEVT: There was a little confusion after being offered a promo, I sent in a cashout request for $100 after meeting WR
    Laura: Hold on please :)
    KEVT: thanks
    Laura: OK.
    Laura: That's the way it should be
    Laura: :)
    KEVT: So everything looks OK with the cashout request ?
    Laura: Yes it does
    KEVT: and how long estimated can I expect this to be processed to Neteller ?
    Laura: But you still owe your pic ID
    KEVT: I sent that last week
    KEVT: never got any confirmation of approval
    Laura: Normally it can take from 3 to 7 business days
    Laura: Accounting left a note saying you sent your Utility Bill
    Laura: but that picture ID still pending
    KEVT: alrigt I will seng that as well today
    Laura: If you send it ASAP we will process your payout sooner ;)
    Laura: Sure
    KEVT: will do, thanks !
    KEVT: have a good day
    --------------------------------------------------------------

    Fast forward to 6:30 PM CST
    -------------------------------------------------------------
    Forgot to copy the first part of the chat but she says she just sent me an email. Strangely enough this is followed by a firefox error and all browser windows close.

    Missy: Welcome to Club Player Casino!!! How may I assist you today?
    kevt: got disconnected there
    Missy: we need you to send us a photo ID
    Missy: ok
    kevt: been done twice
    Missy: ok, let me check with accounting
    kevt: if you have received the utility bill then you have received the ID as they were on the same page
    Missy: was that sent via email or chat
    kevt: fax
    Missy: ok, no it probably wasn't clear because they have the utility bill on file
    Missy: but no ID
    kevt: it is the exact same fax set to alternate casinos for cashout
    kevt: *sent
    Missy: ok, let me go check with accounting
    kevt: alright, thanks
    Missy: Sorry, I do not want to keep you holding.
    kevt: it's no problem
    Missy: I will let you know as soon as I get confirmation of your ID
    kevt: I can wait.
    Missy: ok
    ----------------------------------------------------
    *Firefox error* (chat windows and all browser windows close)
    ***************************************************
    The following is not quite chronological, but somewhere before the second firefox error.

    The log missing went something like this:
    Agent: your ID may need to be enlarged and resent.
    me: What is your manager's name if I may ask?
    Agent: Cynthia
    me: Last Name ?
    Agent: So you sent this in today ?
    me: yes at 1:35 or 1:40 CST.
    Agent: Wilkins
    me: the utility bill and ID were on the same page.
    Agent: so you said you sent this today right ?
    me: yes.
    Agent: I will check with accounting.
    me: thanks
    **************************************************8

    Gonna sign back on and keep pestering ....
     
    Last edited: Aug 29, 2006
  22. Aug 29, 2006
  23. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    And here's the latest : August 29 11:00-11:30 CST

    Please wait for a site operator to respond.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
    All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

    You are now chatting with 'Laura'
    Laura: Welcome to Club Player Casino Live Support, How may I help you?
    kevt: Hi, I was just checking in on my account
    kevt: what docuemnts have you received for identification ?
    Laura: Let me check
    kevt: thanks
    Laura: You owe your picture ID
    kevt: You still have not received it ?
    kevt: I have sent this twice
    kevt: It was on the EXACT same page as the Utility bill so if you've received that, then the ID is on there
    Laura: Hold on Please
    kevt: thanks
    Laura: did you send it yesterday?
    kevt: yes and last thursday
    Laura: e-mail or chat?
    kevt: Fax
    Laura: opps emaila or fax?
    kevt: fax
    Laura: Ok
    Laura: Hold on Please
    kevt: thanks
    Laura: You are welcome.
    Laura: Your patience is appreciated. I will be with you shortly
    kevt: thank you
    Laura: Did you get confirmation that docs were received?
    kevt: Yes I was told the utility bill has in fact been received therefore the ID has been received also as they were sent on the same faxed page.
    Laura: We received 2 faxes on Aug 25th but the picture ID was not available
    kevt: define "not available" ?
    kevt: It has been used at many online casinos to cashout previously
    kevt: ok, I will email it as an attachment and send it via chat and whtever other method you require
    kevt: email address ?
    Laura: e-mail
    Laura: This email is not visible to you.
    kevt: I will be checking in regularly to check on the progress.
    kevt: thanks
    Laura: You are welcome
    kevt: Cynthia Wilkins is the Mgr correct ?
    Laura: Yes that's her name sir
    kevt: great, thanks again
    kevt: have a good day
    kevt: i'm sure we'll chat again soon.
    Laura: Sure
    Laura: Have a wonderful day
    kevt: bye for now
    Laura: Good Bye
    --------------------------------------------------------

    Too funny...
     
  24. Sep 8, 2006
  25. Flizzin

    Flizzin Wants your jackpot

    Occupation:
    Workstation Services Technical Support
    Location:
    Canada
    Good News

    Well, it appears as though Club Player is paying everyone off.
    I just received my funds in my Neteller today.

    Sorta strange especially when they sent me an email saying my withdrawl was denied yesterday.

    But who am I to cry over spilt milk.
    I still will not be playing there ever again but in the end this is resolved as far as I am concerned .

    Please re-title this thread to RESOLVED.

    Thanks for anyone reading. :thumbsup:
     

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