The player from Germany made a deposit, but then he wasn’t able to play with his bonus due to technical difficulties. The Player didn't provide any evidence of his claims and decided he is no longer interested in our help.
Club Lounge Casino - Player isn’t able to play any games.
Amount: €50
Club Lounge Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.8
Club Lounge Casino has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
On December 25th, I deposited EUR 50 casino in the ClubLoungeCasino and claimed a 400% bonus. After making a deposit, the system kept crashing and it was not possible to play any of the games.
After several attempts to use one of the bonus games, my "real money" was suddenly gone. I have contacted the support (Paula & Emma) several times and asked for help. You couldn't and wouldn't really help me. I got
a list of several games that you can supposedly play on your smartphone in desktop mode or on your PC.
None of these games worked on the end devices or most of the games do not exist. A list of the games can be found in the chat history that was given to me in the chat. The casino's support team was ultimately very annoyed and then advised me to get in touch with the support team. I haven't received an answer to this day and they only said in the live chat that there is no more help.
It is not possible to use the bonus money in the casino because the bonus slots do not exist or work.
Automatic translation:
Public
Public
3 years ago
Dear Roger,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please, could you clarify if the deposited amount was confiscated by the casino or you simply played it away?
I would like to point out that sometimes games aren’t available in certain countries due to game provider restrictions. Do you have any evidence showing this problem that you could send me, for example, a video recording?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina,
At first I tried to get a slot to work myself, but that didn't work. Then I asked the chat several times for help. They couldn't help me. I will send you the chat history by email.
Support gave me a list of the games I can play, but most of them didn't exist and the few others didn't work. The support finally said that you can't help me.
Automatic translation:
Public
Public
3 years ago
Roger, thank you very much for your email. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
