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