The player from North Macedonia fulfilled the wagering requirements for a bonus and attempted to withdraw his winnings. Despite providing the requested documents, the casino claimed his country is forbidden in their policies, which contradicted information from the casino's FAQ. Subsequently, the player's account was disabled and his winnings were confiscated.
ClubWorld Casinos - Player’s winnings confiscated due to incorrect country policy.
Amount: $170
ClubWorld Casinos
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 19h 47m 31s
Case summary
2 days ago
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2 days ago
I am writing complaint about this website because i won and i successfully wagered the amount that casino was requiring for the bonus that i had. After i finished wagering i wanted to withdrawal my money. They asked for my documents and i provided all of the document that they where requiring. After contacting and chatting with the support of the website he told me that my winnings will be lost because of my country which as he said was forbidden in the casino policies. First of all as i always watch your website for reviews and info for playing from my country it says that Macedonia my country is allowed. I was reading the faq from the casino where they are saying only which country is not allowed to play there where Macedonia is not writen! After all when i checked now i saw that my account is disabled and i cant log in anymore and my winnings are gone forever. Please check my issue and i hope that you will help me and other players will not have the same issue as me.
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2 days ago
Dear fortoget,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ClubWorld Casinos.
I checked the website and can confirm, that when accessing the registration form from a restricted country, my attempt to register a new account is immediately interrupted, and the following information is presented:
While I couldn't attempt to access the website from Macedonia,
the country is listed as an accepted country in the registration form :
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please send me the communication from the casino in which they justify the account blocking and winnings confiscation? My email is tomas@casino.guru
- Have you confronted the casino with the information you gathered? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
