ClubWorld Casinos - Pelaajan voitot takavarikoitiin maakohtaisten sääntöjen vuoksi.

I am writing complaint about this website because i won and i successfully wagered the amount that casino was requiring for the bonus that i had. After i finished wagering i wanted to withdrawal my money. They asked for my documents and i provided all of the document that they where requiring. After contacting and chatting with the support of the website he told me that my winnings will be lost because of my country which as he said was forbidden in the casino policies. First of all as i always watch your website for reviews and info for playing from my country it says that Macedonia my country is allowed. I was reading the faq from the casino where they are saying only which country is not allowed to play there where Macedonia is not writen! After all when i checked now i saw that my account is disabled and i cant log in anymore and my winnings are gone forever. Please check my issue and i hope that you will help me and other players will not have the same issue as me.

Dear fortoget,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ClubWorld Casinos.

I checked the website and can confirm, that when accessing the registration form from a restricted country, my attempt to register a new account is immediately interrupted, and the following information is presented:

While I couldn't attempt to access the website from Macedonia,

the country is listed as an accepted country in the registration form :

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please send me the communication from the casino in which they justify the account blocking and winnings confiscation? My email is tomas@casino.guru
• Have you confronted the casino with the information you gathered? With what result?

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,

Tomas

Hello and thanks for reaching out! 🙂

I can't provide screenshoot from the chat with the staff member who's name is Otis,since i am not a believer that i am going to be rewarded with any of my winnings fairly...

If i can grant access to my account again im going to check the messages if there is any conversation with the support.

Additionally , the first thing that bothered him was my current available balance on my account , he requested me to tell him the exact amount just so he can confirm my identity , at least that's what he provided as a reason behind his request .. 🙂

I am looking forward to solve my unfair treatment and i will be happy and grateful if i get any positive income from this ..

Also, i kindly told him that i was focused when i was reading the casion policy and i assured him that i already know which countries are black listed aka not accepting custiomers from..

His response or excouses was that it's only my fault that my winnings and account balance will go to void,i shall be reading the casino policies before playing some where .. 🤷‍♂️🤷‍♂️

+ i was kindly trying to let him know that my withdrawal would go through crypto (they have crypto withdrawial as an option) and there shouldn't be any problem about it because its not even a bank transfer so i basically was saying that my requesting is legitimate!

Thank you very much, fortoget, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi fortoget,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite ClubWorld Casinos to the conversation to participate in the resolution of this complaint.

Hi Peter / fortoget,

Thank you for raising this and bringing it to our attention and we're sorry to hear that the player has had a negative experience and apologies for any inconvenience that this may have caused.

Having looked in to this, it appears that there has been a misunderstanding at our end regarding the restricted list, and in fact Macedonia is not restricted. Therefore, we will be reaching out to the player directly to resolve and reinstate the account and balance.

We should be able to resolve this quickly.

Kind Regards,

The Club World Casino Team

Thank you The Club World Casino Team for your help.

Dear fortoget,

Please keep me updated.

Good morning!

I have access to my account again and today i am going to add address verification and request withdrawial via crypto, i would like to mention that i had $170.50 on my balance when my account was disabled though. Today i will try to withdraw my earnings and hopefully will get them. 🙂

After contacting the staff via chat, I got my $170 back on my account as it was before closing it, im waiting for an approvial of my address verification and after that i am being required to deposit $35 through bitcoin so i can finally withdraw my earnings. Also i called the casino and verified my phone a minute ago.

I will keep you updated until this is resolved.

Hi fortoget,

I'm glad to hear that you got your funds back. Sure, let me know when you receive your transaction, thank you.

Dear fortoget,

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.

I am already done trying to collect my earnings, it clearly says AVALABLE FOR WITHDRAWAL, but since they are requiring me to deposit more than 30 dollars this is not going to happen,and you can close this complaint .

I DO NOT RECOMMEND ANYBODY TO PLAY IN THIS CASINO OR SPEND ANY AMOUNT.. Good luck further and thanks for trying your best to help me.

P.s This casino should really lose the license anytime soon!

Dear fortoget,

Thank you for your message. I understand your frustration, however, It is a common condition across the industry to require an initial verification deposit after the wagering of a no-deposit bonus is finished. Based on your request, we are closing the complaint. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter