ClashAU9 Casino - Player's withdrawal is delayed with account access issues.

Deposits my own money won fairly did the withdrawal got logged out of my account and now can’t log back into my account keeps saying passwords incorrect (can’t be as I use the same password for everything and it’s save in my phone) I do the forgot password and the new password they send says it’s incorrect.. I go to the chat and message them there asking about my withdrawal as well as rest my password, they don’t respond to any of my messages..

my number ends in ..283 you can see my deposit and winning in the withdrawal column but I never received the withdrawal

they have done something similar to a friend of mine but with $2550

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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I focused on slots playing a range of different slot games..

yes i passed verification had logged in and out of my account with them many of times it’s even saved in my iPhone chain so I don’t have to continue to type out my email and password.

no there was no active bonus I don’t accept or use any bonus offed by any online casino, I play with my deposit money and that’s it..

I put in my request to withdrawal as I do with many other online casinos

it processed trough as all other withdraws of with other casinos..

it even shows on there live withdrawal screen as a withdraw but it never made it too my account.. I tried to log back in to check and talk to them, and got a generic message now telling me

the Above that my numbers been blocked by the system violating several procedural that apply on there site…

they can’t explain anything more and they have no idea what i procedural violations is..

I deposited $13 and withdraw $250

my number ends in … 283 you can see the deposits and withdrawal in the same top Column side by side

they won’t give me any proof of sending me the money as well as they can’t tell me a single thing that I have actually violated

Now they won’t reply to me at all

Thank you very much for your reply. Do I understand correctly that this was the only explanation you received from the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

this is all I have as they have banned me

from getting into my account I can’t get any of the conversations back part from

what I had already screen shot

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Dont31,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ClashAU9 Casino representative to join this conversation and participate in resolving this complaint.

Dear ClashAU9 Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hi Stefan

it would be amazing to hear from one of there representatives.. hopefully they can explain why there system is flawed.. showing that my withdrawal was processed on the main screen but never actually paid and as to how there system so-called picked up a violation that there was never a violation..

then to ban me from my account ..

if they do actually make contact, I don’t believe for a second they will contact.. I will have my wife then contact casino guru they can then try and explain the dealings she has had with them for an amount of $2500.00

regard

scott

looking forward to hearing from you clashAU9

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.

Really ..

that’s all this does if they don’t respond you will close this a unresolved and it might negatively affect its rating ..

there not gonna respond.. they rip people off from there money and don’t pay out legitimate winnings ..

of course there not gonna respond what do they care about a negative rating..

next step will be nacking there system and draining all the accounts they hold illegally

Dear Dont31,

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,

Stefan, Casino.Guru