The player from Germany has experienced issues withdrawing her winnings of €8723 from Fightclub Casino. After using a bonus and winning €6000, she was informed that her winnings have been removed and her account blocked, with no clear indication as to why. The complaint was resolved as the player received her money.
Fight Club Casino - Player's winnings confiscated and account blocked.
Amount: €8,723
Fight Club Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello, I signed up and played at Fightclub Casino 2 weeks ago.
I lost with the first deposits and then had several withdrawals. Until then, no problems.
I played almost exclusively with a deposit bonus. I was sent a new bonus every day.
On June 29th I was emailed a 110% bonus. I used it and won €6000. I wagered the bonus in full and did not breach any terms and conditions.
I also had other withdrawals pending from other deposit bonuses days prior at this point.
A few hours after requesting the withdrawal, I received an email that the bonuses were no longer available to me. About 2 hours later I received an email saying that all withdrawals have been canceled and that I should contact the live chat for information.
When I logged into my account, all my credit was gone. Live chat told me the administration has decided to remove my balance and that decision is final.
In the evening I received an e-mail that my account was blocked and is currently being checked.
I ask for help, it's about a total of €8723 that the casino doesn't want to pay out.
Automatic translation:
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9 months ago
Hello Fidonator,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fight Club Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How many bonuses did you claim since you play in the casino? Which bonus did you claim as the last one and when did it expire? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello and thanks for the quick reply.
My account has been fully verified since June 24th or 25th.
I have also successfully withdrawn money before, so I don't understand why my account was blocked.
I claimed many bonuses. I believe every deposit came with a bonus. I was sent new bonus offers daily.
The last bonus I used was the 110% bonus code that the casino sent to my email.
That was on June 29th where I also won the €6000 with this bonus.
I had a real money balance of €6382 according to the wagering requirements and requested a payout of €2500 twice because the bonus had a max cashout of €5000.
Shortly thereafter, the email came that I was no longer allowed to take bonus offers and 2 hours later all pending withdrawals were canceled and my balance removed.
There was a total of €7341 in pending withdrawals.
I have screenshots of the balance and live chat where I am told the winnings have been removed as an admin decision if that helps.
I emailed the casino yesterday but didn't get a response. I no longer have access to my account.
Automatic translation:
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9 months ago
Hello Fidonator,
Please forward all the screenshots and communication between you and the casino to nikolas.b@casino.guru for further review.
Did the casino mention the reason behind blocking your account?
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9 months ago
Translation
Hello I was able to clarify it with the casino and my account was unlocked.
I have been paid €5000 so far and have been waiting for the last payout for a few days. Let me know as soon as everything has been paid.
Thanks Casino Guru
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9 months ago
Translation
Hello the casino has paid out everything.
Thanks Casino Guru
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9 months ago
Dear Fidonator,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Casino.Guru
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