The Clubhouse Casino - Player didn’t receive a bonus.

I have been played Clubhouse casino for 2 years. I did a lot of deposits and lot of withdrawals. I never had any complaint until recently. They have loyalty program and I just moved from bronze to silver status. I got mail from casino that I’m entitled to 100 e loyalty reward and 50 free spins. But when I log in nothing was there. I contact live chat and asked what is happening, why I didn’t receive my silver status loyalty reward and I got answer from Clubhouse casino that I am not entitled to bonus including loyalty reward. I was very confused because I’m playing for 2 years and never ever had any issue so I’m very surprised. I send couple emails asking why is this happening because I don’t want to change casino, but only answer I got is By admin decision you are not allowed to receive bonuses. So I’m very upset because there was no explanation and I deposit a lot of money to pass from bronze to sliver status. So after long 2 years and decided to leave. Well they pushed me to leave because there is no point to play in clubhouse casino when I don’t trust them anymore. I submit emails so you can see my troubles

Dear kokicr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Even though I understand your point of view, please understand, that each casino has a different bonus policy and reward system. A loyalty bonus is something like a gift and we cannot force the casino to give it to you, nor penalize the casino for not doing so.

If there is anything else, I could help you with, please do not hesitate to let me know, otherwise, I will be forced to reject this complaint.

Thank you very much for your understanding.

Best regards,

Kristina

Dear kokicr,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.