ClubWorld Casinos - Player has submitted incorrect personal data when registering.

I came across this casino that gave me a no deposit bonus of $ 20 which I played and got to win up to $ 951 the problem was when I tried to verify my account to be able to withdraw the winnings from the bonus, it seemed excessive to me why They canceled my bonus just because when I registered I forgot to enter the house number, it was something unfair to me because I spent a lot of time playing and also spent a lot of time sending all the documents they asked for, in the end they came out with that that I had not put my house number and that is why they would cancel the voucher it was something excessive, in my opinion that could be fixed by letting edit the profile and correct it but they told me no that I had to have put my house number at I registered that it was too late to put it, that's why they canceled my winnings, what a pity that this casino has so little seriousness, the excuses they are looking for make me somewhat regrettable, I have played in different casinos and when such an error occurs nothing happens, you just correct it and it no longer happens but this casino seems very bad to me that for a small mistake they take the excuse and make the excessive decision to take away your winnings that speaks very badly of that unfortunate casino why I believed that They were a good casino, it hurts to see that it is not like that and they only seek their own benefit regardless of the time they make their customers lose and dig down to the ground looking for the slightest error to not pay you and leave you without profits truly unfortunate

Dear Wolwer007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Meanwhile, please understand that if your winnings have been accumulated from a free bonus solely, you won't be entitled to the entire amount (see the general terms and conditions here):

"The maximum cashout on all non-deposit bonuses is 5x the bonus amount and the time frame is 30 days unless stated otherwise."

Therefore, I corrected the disputed amount from $951 to $100.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much for answering, of course it was a small error where I did not put the house number but it was not intentionally something extreme was made to cancel the earnings for something like that, about the refund there it says that the maximum refund per bonus is $ 200 in which Could I help or what could I do now so that they can solve this matter for me?

Hello just to remind you that $ 200 is in dispute, which is the maximum amount of the bonus that I played

Thank you, Wolwer007, for your reply. The bonus terms say that the maximum cashout on all non-deposit bonuses is 5x the bonus amount. If you received $20 then the maximum cashout will be $20 x 5 = $100. Have you received any other bonus terms?

Of course, this was the bonus that I got there, it says that the refund is $ 200 and that was what the customer service had told me

Hello, do you have anything new for me? Any news about my case?

I see. I have corrected the disputed amount again to $200.

Additionally, I have checked the Registration form on the website. Could you please send me a screenshot of yours?

Please understand that incomplete or false information is forbidden by casinos in general and players are responsible to check all the data.

Thank you very much, Wolwer007, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.

Hello Wolwer007,

I looked at your complaint and will do my best to help you. I would like to invite ClubWorld Casino into this conversation. Casino, can you please specify what is the problem with the player’s verification?

Hi Wolwer007,

It is always disappointing for us to read a complaint. So here are the reasons as to why we have taken this decision:

Firstly our Bonus Terms and Conditions state:

28. Before claiming any bonus or promotion, please ensure all contact details on your account are correct (Name, Address, Email Address, Telephone Number). This information must be correct before claiming any bonus or promotion for winnings to be valid.

We appreciate this could have been an error and just missed off if done once, however, you did also open several other accounts across some of our other brands and you failed to provide the first part of your address on all of those attempts which raises how you could make the same mistake several times. If this was the only account you made the error, then we could appreciate how it could be a 1 off mistake, but as you did it 3 times on different days it no longer appears to be just a mistake.

We assure you this is not a decision we take lightly but in this instance due to the repetition of the error our position remains the same.

Thanks,

The Club World Team

Dear Casino,

if the mistake in address is the only problem then you should let the player verify himself and if he passes verification he should get paid.

Hi Viliam,

Thank you for your prompt response. However, we cannot waive our terms. We know this can be perceived as an honest mistake. We’d potentially agree if it happens just once, but as over 24 hours it’s occurred several times on numerous accounts in different brands it makes it very difficult for us to agree with you as this player broke our terms which are clearly written for any visitors.

The player could have also edited their property number at any time between the point of registration and claiming their bonus via our 24/7 Customer Service Team. But they didn't on any of the accounts.

So as we don’t see this as an accidental error and the player broke our terms. We have not changed our decision.

Thanks,

The Club World Team

Dear Wolwer007,

unfortunately, since Casino is not willing to let you pass the verification I'm forced to close this complaint as unresolved. You can contact Curacao gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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.