Club Lounge Casino - Player’s winnings have been confiscated.

I deposited a number of times and on my most recent deposit I won’t the amount of €1600 euros on live roulett. Iv withdrawn this amount and was sent a email to confirm all personal details this included card details and photo I’d and bank details. I had a email confirming all have been accepted and was to wait 5 business days for my withdrawal to be transferred. Iv since revived a email saying my withdrawal has been denied and this is because I made bets on the roulette table that were larger than what iv deposited and this is not allowed in the terms and conditions. I feel I’ve be completely robbed of my money and I’m disgusted with this service. Iv never heard of this before and if there not fully licensed I wand all my deposits made to this casino returned. Iv raised a case with my bank account to class this a fraud. I’m weighting this hoping nobody else falls into this bullshit trap of taking money off you. this online casino is a complete scam and I’m glad I’ve realised it sooner rather than later afte maybe depositing more money. It’s compliantly and utterly disgusting and should be closed down immediately. why are they allowed operate at all. It’s robbery. 

Dear Jon,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. I have checked the T&Cs, and this is what I found: 

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies."

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

Could you please confirm Jon that you were playing without an active bonus and your last deposit was €64? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards, 

Petronela

Yes that is correct. but I was actually contacted by one of the team members by phone call and was told I needed only a few more bets to be payed to revive a huge bonus with minimal wagering requirement which obviously enticed me to bet bigger no realising this would be taken away from me upon withdrawal. they are a disgrace to the online gaming process and should be shut down... calling you up and talking to you making out as if you are some vip player.. I felt like that at firs thinking this is good iv never had anyone contact me before asking me if I’m happy and to say keep on winning your doing well at this casino... I’m truly disgusted. I won money and want what iv deposited back as iv been Well and truly decived in game play by con people. why are they allowed to operate.? All of this is going on social media so nobody else falls victim to this. 

Thank you very much Jon for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Pleas do I’ll be satisfied when I’m compensated for the missleading phone call made to me by a member of club lounge casinos team pushing me to bet more and in turn making me break the terms and conditions to lose my winnings.! 

We would like to ask the Club Lounge Casino to comment on this case.

Had no comment yet..? Anyone willing to compensate me.

We would like to ask the Club Lounge Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Oh great so it just gets unresolved..? What dose this do for the online casino that is ripping people off who they call vip customers...? What’s the point of this complaint service then.?

I am sure you understand I don't work for Club Lounge Casino, but for Casino Guru which operates as an independent website. 

We always try our best to help players, but it can take some time to receive an answer from the casino and sometimes no one replies. We notified the Club Lounge Casino and we have to be patient and wait for their response. Without them looking into your problem we aren't able to help you, as we don't have access to information about your account.

I really hope you understand our position.

Dear Jon,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.