The Clubhouse Casino - Pelaajan kotiutus hylätään toistuvasti.

Hello Team,

I am requesting your assistance with an ongoing withdrawal issue at theclubhousecasino, which I joined yesterday.

I made my deposit using USDT (BEP20) into my INR wallet. My account is already fully verified, and this is my first withdrawal.

Unfortunately, every withdrawal attempt has been rejected almost immediately. I have now submitted withdrawals approximately 15–20 times, and each time I have either been given a different reason or simply told to contact support.

What makes this particularly frustrating is that I have previously played at other casinos operated by Novatrix SRL (formerly Dama N.V.), including King Billy Casino, 24Casino, Run4Win, LuckyWins and BetandPlay etc, without experiencing withdrawal problems. Because of that previous experience and reputation, I joined theclubhousecasino without hesitation.

Initially, my withdrawal was rejected because I was told that I needed to use the same wallet/payment method that I had used for my deposit. I corrected this.

I was then instructed to use Binance BEP20 which is consistent with my original deposit method. I provided the requested evidence proving ownership of my Binance account.

Despite providing everything requested, the withdrawal continued to be rejected.

The reasons/instructions I received

Rejection #1: I was told that the same wallet used for the deposit must be used for the withdrawal. I corrected this.

Rejection #2: I was instructed to withdraw using Binance BEP20, which I did.

Rejection #3: I was asked to provide evidence proving ownership of my Binance account. I provided the requested evidence.

Rejection #4: I was instructed to submit the withdrawal using something referred to as USDTB. However, there is no USDTB withdrawal option available in my withdrawal section. I deposited using USDT BEP20 which is available as a withdrawal method, but my attempts using this method were rejected repeatedly — approximately 12-15 times.

Rejection #5 and subsequent attempts: Even after providing everything requested and following the instructions, the withdrawals continued to be rejected, with no clear explanation.

There is one particularly important point,

I originally split my withdrawal into two transactions:

100,000 INR

22,087 INR

Both were submitted using the same Binance withdrawal method and the same withdrawal address.

After numerous attempts, the 22,087 INR withdrawal was finally approved, and I successfully received the corresponding BNB.

However, immediately afterwards, the 100,000 INR withdrawal continued to be rejected repeatedly, despite using the same withdrawal method and the same address.

This is extremely confusing to me.

If the payment method, wallet address and account verification were acceptable for the 22,087 INR withdrawal, I do not understand why the 100,000 INR withdrawal cannot be processed using exactly the same method.

I also do not understand what "USDTB" means in this context, as I never deposited using USDTB. My deposit was made using USDT BEP20, and that is the method available to me for withdrawal.

I cannot effectively contact support and my withdrawal is getting declined every time and funds reversed back to wallet.

The withdrawal issue is already frustrating, but the biggest problem is that I currently have no reliable way to communicate with Clubhouse Casino support.

I have attempted to contact live chat approximately 30–35 times.

The live chat appears to be extremely unstable. After exchanging a few messages, I repeatedly receive an error saying that the message could not be sent.

On several occasions, an agent joined the chat, asked me to wait while they reviewed my withdrawal, and then never returned. Eventually, the chat closed.

Even refreshing the page causes the chat to close, and once the chat is closed, I cannot see the previous conversation history.

As a result, I have no idea what the actual reason for the repeated withdrawal rejections is.

I have also tried logging out and back in, clearing cache/cookies and using the support chat again, but the problem persists.

I am blind as to why my withdrawal is being rejected.

So far, only approximately 20% of my winnings have been paid, while the remaining 100,000 INR withdrawal continues to be rejected.

Based on my previous experience with other casinos operated by Novatrix SRL, I genuinely believe this may be a technical, payment-method or communication issue rather than an attempt to withhold my funds. However, the lack of a clear explanation and the inability to communicate with support have left me extremely concerned.

I have complied with the requests made to me, including providing my deposit proof and Binance account ownership evidence. I have also followed the withdrawal instructions given by the casino.

I am ready to provide relevant screenshots, withdrawal records, deposit proof etc.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link to the bonus or a screenshot of the promotional offer.
• Have you checked the casino's weekly and monthly withdrawal limits to make sure that your withdrawal requests do not exceed the maximum allowed amounts?
• Have you contacted the casino's customer support to ask whether it would be possible to process a manual withdrawal of your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Casino has paid my winning amount as per their maximum amount terms for welcome bonus. They cut down 20K from remaining 100K and paid me 80K so the issue is resolved now.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear svn130893,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

We’ve reopened this complaint at the request of svn130893. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear svn130893,

Please specify how many pending withdrawal requests you have in your account. Also, kindly clarify the last time you received funds from this casino. If possible, please send me a screenshot of your transaction history, showing the current withdrawal requests. Thank you for your cooperation.

Hi There,

I have only 1 pending withdrawal of 45075 INR which is repeatedly getting declined.

Yes my last withdrawal paid when the complaint was live but as soon as I marked the complaint as resolved again started facing the same issue.

I request you to kindly keep the complaint open till I receive my pending withdrawal of 45075 INR.

I have been now told that yes my deposit and withdrawal are same still withdrawals are getting rejected hence they have created interest tickets and I was told to wait another 24 hours for the review.

Check attached screenshots.

If required I have recorded their live chat sessions how the chat becomes auto clear and how the message failed with an error and how do they become unresponsive with different opinions of every single agent. I have videos of the chat sessions with some big size which can't be attached here. Let's Wait for their response first.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear svn130893,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika