Home Complaints Malibu Club Casino - Player’s winnings have been reduced.

Amount: A$8,000

Malibu Club Casino - Player’s winnings have been reduced.

Malibu Club Casino
7.3/10 Good reputation
Submitted: 03 Oct 2020 | Unresolved : 10 Nov 2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

178 days ago - 10 Nov 2020

The player from Australia had her winnings capped without further explanation.

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I won $9000 and $8000 got taken off me... I believe its unfair as i definitely turned over my wage so i could withdraw..

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Dear Sheryl-lee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

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The promotion was new game bonus: try primal hunt with your 75% bonus + 10 free spins.

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Did you receive any explanation from the casino why your winnings have been capped? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Thank you in advance.

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Dear Sheryl-lee,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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They said it was because of the bonus I used ,, but all It said was i had to turn it over a certain amount of times not that it was capped at a max cash out of $1000

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Dear Sheryl-lee,

Since your bonus wasn’t part of the Welcome Package, could you please advise how did you activate it? Have you received any promotional email with this specific offer along with bonus terms and conditions? 

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It was a promotion but it doesn't say max cash out on it

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Could you please advise if you have received bonus via email or you have activated it on the website? 

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I activated it on the website

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Could you please send me the promotional link? Thank you very much.

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How do I do that?

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If you are still able to see the bonus on the website, please copy the entire link with https.


file

Thank you very much.

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The link i used is gone now

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Thank you very much, Sheryl-lee, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.


PS: Please forward any relevant communication between you and the casino to jozef.k@casino.guru

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Thank you

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Hello Sheryl-lee.


I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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We would like to ask the Malibu Club 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’.

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Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.




Dear Sheryl-lee.


I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 


Best regards, Jozef

Casino.Guru

jozef.k@casino.guru