Claps Casino - Player's withdrawal is denied.

"I am a verified user at Claps Casino. I requested a withdrawal of $20, but it was denied under the false claim of 'multiple accounts.' I have never owned more than one account and I have provided all requested information to their support. However, my emails are being ignored, and their live support refused to escalate the issue. I am requesting a manual review of my IP and device logs to prove that this is my only account and to have my withdrawal processed immediately

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Dear Madridista12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm the date when you requested the withdrawal?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Madridista12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for the extension. Regarding my complaint, I received an email from Claps Support Team apologizing for the 'multi-account' accusation and stating that it was a system error. They also claimed that my withdrawal was successful on 09.02.2026.

However, I am writing to inform you that I have NOT received the funds in my account yet, despite their claim. I am attaching the screenshot of their apology and confirmation email as evidence. Please continue to assist me in getting my funds.

Dear Madridista12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Madridista12,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Claps Casino to join the conversation.

Dear Claps Casino,

Could you please provide clarification regarding the player's withdrawal that was reportedly processed on February 9th?

Specifically, we would appreciate any evidence you can share confirming that this transaction was successfully completed on your end, as well as details on which payment method it was processed to.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru.

Thank you in advance

We would like to ask the 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’ which may negatively affect its rating.

I need to provide the full details of my case to update the disputed amount to $101.05. I received a $5 Birthday Bonus with a 35x wagering requirement. I successfully completed the wagering and grew my balance to $150.

Suddenly, my balance was slashed to $29.50. When I contacted support, they claimed a '5x Max Cashout' rule applies to this bonus. However, I had carefully read the terms before playing and this rule was NEVER mentioned

The most shocking part is that when I challenged this, Manager Maria admitted in the chat that she cannot see my interface and doesn't know what terms are displayed to me . They then told me my case is 'under review' but never returned my funds. I am claiming the remaining $101.05 that was unfairly confiscate

UPDATE: I spoke with the manager today. They confirmed that my evidence for the $101.05 winnings has been received and is being 'actively processed with priority'. I have granted them a final 24-hour window to resolve this before further escalation. Attached are screenshots of my last chat with the manager. They officially confirmed receiving my evidence and promised a priority review within 24 hours

I am writing to provide a critical update to my case. I have received an email from Claps Casino (Ticket ID: RKM0CU) that contains a direct admission of fraud.

​In their response, the casino stated: 'The following clarification has been added to the bonus offer description: The maximum bonus profit is 5x'. The phrase 'has been added' is a clear confession that this restrictive condition was not part of the original terms when I accepted the bonus and played.

​Under fair gaming standards, a casino cannot apply new rules or 'clarifications' retroactively to justify confiscating a player's winnings after they have already fulfilled all wagering requirements. I am attaching the screenshot of this email (8316.jpg) as proof of this violation.

​I request the CasinoGuru team to review this evidence, as it proves the casino is acting in bad faith by changing the rules of the promotion after the win occurred

Dear Madridista12,

Thank you for keeping me updated—I truly appreciate it.

Unfortunately, I still haven't received a response from the casino, and at this point, I'm concerned they may not reply at all. Please know that this lack of engagement is not for lack of trying on our part.

Based on your most recent update, it does appear that the casino applied a rule retroactively in your case. This approach is not consistent with fair gaming practices, and I want to acknowledge how frustrating this must be for you.

I'll be sure to reflect this in our assessment should the casino decide to respond at any point.

Dear Madridista12,

I have made several attempts to reach out to the casino, but unfortunately, I have not received any reply. Unfortunately, there is not much that can be done without their collaboration. Your situation is somewhat atypical, as the casino had previously asserted that you held multiple accounts, a claim that was ultimately found to be unfounded. Additionally, although the $5 Birthday Bonus you received was a unique gesture from the casino, which they were not obligated to give you, it appears they have set a win limit on your earnings, likely in a retrospective manner. While it is true that the casino does have this rule in place:

1.4 The Operator reserves the right to change or cancel the Bonus terms and conditions. The Player who wants to receive a bonus undertakes to independently monitor changes in the rules on the Operator’s Website.

The practice of applying any rule retroactively or imposing the responsibility on customers to continuously verify changes in the bonus T&Cs is far from the fair and transparent approach we aim to promote within the industry. Most leading casinos would undoubtedly manage such situations in a more equitable manner.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you wish to take further action regarding this case, you may reach out to the Anjouan Gaming (AOFA) Authority and file a complaint with them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru