The Clubhouse Casino - Pelaajan voitot on takavarikoitu.

When I signed up I used the Welcome Bonus and put a deposit down. I used all that up and got to $0.00. I then used the second welcome bonus. played for hours and hours They allowed me to withdraw $3000.00 AU dollars but they took $12,000 from my account.

I have copies of my gaming history from that night as I requested it from them.

Could you please look into this for me, as the Casino stopped answering me. My account has been verified etc.

Dear matman55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

All bonuses are subject to a 1,000 EUR or currency equivalent maximum win, if the max win amount is not stated elsewhere in the specific bonus terms. This includes those issued by a VIP or Customer Service Agent manually and those with zero wager requirements.

Could you please advise how much was your last active deposit?

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi on the 18th February 2024, I placed a $50 deposit while using wevomd bonus then I placed another $50 when using second welcome bonus. They told me the maximum payout is $1000.00. Yet they gave me $3,000.00. I explained to him I had been playing for over a 24hr period as my money would go up and down. I also said that as I put $100 of my own money and this was over a 24 hr period hoe does it not belong to me. As soon as they took all my money I noticed that 24hrs of playing was wiped from my account to. Luckily I immediately requested my game playing history. I would accept if I had not put my own money in that could restrict it but I used my own money to play this game. If I didn't put my money in I of course couldn't play the game. But if the maximum is $1000 why give me $3000. I noticed on the gaming history it looks like you get free spins along the way. I did not request those at all. I have an email chain from a person who looks after my account also. I would be happy for you to read that also.

Hi matman55,

• You can forward any relevant communication along with your game history to petronela.k@casino.guru.

Thank you.

I have emailed my gaming history and emails to your email address.

Thanks for your help with this.

Regards

Julie

Hi matman55,

I acknowledge that you've deposited your own funds, yet it's important to note that each time you deposited, you activated a bonus, each of which carries a maximum cashout limit. If the standard bonus terms stipulate a $1,000 limit and you received $3,000, it's probable that the bonus you activated had a distinct or higher maximum cashout.

As previously emphasized, we understand and accept if the winnings from the bonus are capped.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I read what you have responded. When does the bonus go and I play my money. Did you see the screenshot at 10.14pm with my wallet as it says withdrawable balance $15,715.69 no amount locked in by bonus. Then at 10.37pm, it states $15,690.69 locked by bonus. Then at 10.38pm Withdrawable amount $15,690.69, no amount is locked by bonus. Going by this the money wasn't locked by a bonus, and the staff member I asked said I had played all my bonuses out also.

Hi matman55,

Yes, I saw all the screenshots.

Can you please clarify whether you were notified or warned in any way that a Silver Bonus would be issued to you when your balance was over $15,000?

Thank you.

I was not notified of that at all, I actually didn't know about them till I looked at the gaming history I requested. That is when I saw the bonus' etc.

Thank you very much, matman55, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thanks Petronela for your help with this, I look forward to hearing from Branislav, regarding this matter.

Hello, matman55,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear The Clubhouse Casino team,

Since it is not completely clear from the data and details we received from the player, could you please provide us with a detailed explanation of the situation? It would be great to know exactly what all happened there, chronologically, with supporting evidence (player's game logs and applied rules).

If it suits you better, feel free to send the necessary details to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks for reaching out to the casino regarding this. At first they said I could only win $1000.00 and they gave me the $3000.00 as a bonus. So straight away that did not sound correct. I should of received the full amount.

Thanks

Julie

Hi can I ask what happens with this case if they don't respond? Are there any other steps taken to help retrieve money if you can see that I was not in the wrong. Or is it that it is up to the Casino and I have no leg to stand on.

Hello, a representative from The Clubhouse Casino has reached out to you via email. Please respond to that email.

Dear The Clubhouse Casino team,

The user chose to wait for the complaint to be reviewed on our side before responding to the email from the casino.

Would you be so kind as to provide us with a detailed explanation of what happened directly here, or to my email?

Considering the user's game logs, it is not clear when exactly were the wagering requirements for the used bonuses met, and how it affected her play.

Since the casino itself confirmed that the user met wagering requirements for all the bonuses, why should any bonus rules (maximum cashout limit) still be applied to the winnings? Why was the amount exceeding the maximum cashout not deducted from her balance upon meeting the WRs?

Was the player somehow informed that she had to withdraw the winnings after meeting the wagering requirements for the second welcome deposit bonus, or what was she supposed to do if she wanted to continue playing with the winnings from that bonus?

What rules were applied in this case and where can I find them, please?

Can you please provide me with the player's game logs and highlight the moments when the wagering requirements were met (for each of the used bonuses)?

Feel free to send the requested details to my email mentioned in my previous post where I asked you for the same a week ago.

Looking forward to hearing from you.

Hi Branislav,

We have contacted the user multiple times to try and help them with a resolution. The money was won from a bonus but this particular bonus does not automatically cut the winnings at the end of the wager requirements. The player span up 3 separate bonuses to reach this balance, and so we have taken the clear T&C and stated max win and multiplied it x3 for the settlement amount. As explained to the player on multiple occasions this was miscalculated and she is owed $1,500 more. We have reached out to settle this balance with the player but there has been no response.

At each point the player finished wager requirements they could withdraw $1,500, so had they requested this they would have been granted the max win, as it is, the 3 combined bonuses are being used and combined for a $4,500 payout, the maximum of each bonus used to accrue the winnings.

Hi Branislav The Clubhouse Casino, replied to me multiple times when this first happened, to my questions regarding my winnings. They have only contacted me once since February 2024 which was last week after you contacted them, this email was forwarded to you as to keep this complaint above board, and nothing is hidden. Since you contacted them regarding this, this is the first they have stated, that they owe me money. I have not responded as I am trying to do it the correct way as I do believe that I am owed more money, and I am doing it through your site.

Unsure why I was not reached on here, but you have all that I have regarding my complaint. And it also stated on my account as per screenshots that no money was locked by bonus at all. So, how are they stating different.

Thanks

Julie

Greetings all,

I am sorry for the delay.

Dear matman55,

Thank you for your emails and screenshots. Together, I received 5 emails with basically the same explanations and screenshots. No more details are needed unless the casino provides you with any relevant news or updates. Just one note regarding the provided screenshots - I can see that in some of them, your balance was marked as "Bonus Balance", and on other ones, the "Locked by bonus" value was 0. However, it is clear that those screenshots were made from different sections of your casino account, so it is very likely just a matter of showing the account balance.

For now, I would like to ask you to keep waiting until we receive sufficient answers and details from the casino, and we completely review the supporting evidence that I will again ask the casino for.

Dear The Clubhouse Casino team,

Thank you for the additional information. However, I am afraid my questions have not been answered completely, and I have not received any supporting evidence/data from the casino at all.

So, can you please look at my previous post above once again, answer all of the questions, and provide the requested?

Feel free to send it all to my email (branislav.b@casino.guru). If the casino is not able and willing to cooperate with us in resolving the matter, I will be forced to think about complaint closure, however, not in the favour of the casino.

Thank you for understanding. Looking forward to hearing from you.

Dear The Clubhouse Casino team,

I answered your email a while ago. Please look at it and answer my questions.

As was mentioned in my email - if I understood the situation correctly, we cannot see a justified reason to confiscate anything from the player's disputed winnings, and we side with the player in this case and under such circumstances.

It looks like the first winning bonus was wagered completely and the winnings were less than the maximum cashout amount at that moment, so there was no reason to apply the maximum cashout rule. Then, during further play, other bonuses were simply activated, wagered, and their maximum cashout amounts were left in the player's balance. What should be a reason to deduct anything from the user's winnings?

Looking forward to hearing from you.

I am glad you see why I put this complaint in and have asked for help from your team who has more knowledge than me on these matters. Thanks hopefully they respond to your request

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 I was wondering if they don't respond and the case is closed where does this leave me in trying to get my money that is rightfully mine.

Dear matman55,

I tried to contact the casino repeatedly, also outside the thread, but without success. I am afraid there is not much that can be done without cooperation from their side, but I think the situation is quite clear. Therefore, I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and provide the requested answers and details, we will review and possibly reopen the complaint and you will be notified by email.

In the meantime, I strongly recommend that you contact the responsible gaming authority - Curaçao Antillephone N.V., and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description (I can help you with that), and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

You can find more about the complaint process HERE. Feel free to mention this complaint (with a link) upon submitting the complaint to the regulator.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru