ClashAU9 Casino - Player's withdrawal is delayed due to account issues.

I deposited $20 and played the games in their casino. I made the wager and was able to withdraw a minimum of $112. I decided to withdraw at $113.84. I waited for over an hour only to find out that my withdrawal was rejected. They say due to suspicious activity including fake down lines. And multiple accounts using same ip and browser. I said I don’t have any down lines or multiple accounts what are you talking about.

then they say we detected rule violations on your account related to illegal betting.

I said like what I just deposited $20 and played your games like normal.

so then they come up with another lie

our team founded some illegal betting from your betting history like something error or bug so we can’t release withdrawal.

I don’t know what that means. I only just joined it a couple of weeks ago and played a couple of free bonuses until today when I deposited some money and played.

Hello,

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 that I can understand the whole 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 advise if you have passed the KYC verification?

What types of games did you play?

Have you made any successful withdrawals from this casino before?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi, Thank you for your prompt reply and help. These are the answered to the questions above.

I live alone so there is no one else using my Ip address. These new casinos do not ask for KYC verification they don’t even ask for your address.

I was playing Pokies or slot games.just normal games. I haven’t withdrawn from here before. If you need anything else I screenshot everything so I can send you whatever would help

I have seen complaints on Facebook similar to mine with other casinos like this one.

They have payid payment options I have played at many of them and I usually get withdrawals within a few minutes. There are literally hundreds all different names and some have partner casinos. You find them on Facebook. Let me know if you need anything else. Thank you. Margaret

Please forward me all the communication between you and the casino regarding the confiscation of your balance at [email protected], or post screenshots directly here in the thread. Thank you for your cooperation.

Hi Veronica, I have sent all the screenshots of my discussion with Clashau9 casino to your email that you provided above. If you haven’t received them or anything please let me know.

Regards

Margaret

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

Hello there,

Thank you margs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ClashAU9 Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi Peter, Thank you for helping me to hopefully make some sense as to what they are saying. I am not very technical and my laptop died on me over 6 mths ago and I haven’t been able to replace it yet.

so I only have my phone and I still find it confusing and a little hard to understand sometimes. I am 65years old and I play to pass my time mostly. But I don’t like it when casinos try to rip people off it’s not fair.

anyway thank Veronica for me for her help so far.

Regards

Margaret

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.

Hi Peter, Thank you for extending the response time. If they don’t respond at least you had tried.

It is upsetting that they can accuse me of doing those things and get away with lying

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter