The Clubhouse Casino - Player believes that their withdrawal has been delayed.

the casino won’t give any information just that there waiting manger clear the verification but they only asked more verification this withdrawal I’ve withdraw before. It’s they have wait manger and then it’s we have wait outside group process withdrawal

Dear ryand,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ryand,

Have you received your withdrawal from the casino yet?

No I haven’t received any information or my withdrawal

This is the only response I’ve been getting from them

Thank you for your reply, ryand. Have you made any successful withdrawals before? Do I understand correctly that you have not received confirmation regarding successful verification yet?

Have you accumulated your winnings with or without an active bonus?

I won it without a bonus I had to go wager 3 time my deposit they said first and I done that ,then it was need verification and then it was having wait manger and finance team and still nothing. I’ve made withdrawals before this and I had al my account verified they just asked more verification again this time and haven’t verified it since

Still no update I talked support team and just saying same thing waiting manger and finance team.

Could you please forward all the most recent communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, ryand, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello ryand,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite The Clubhouse Casino to join the conversation.

Dear The Clubhouse Casino,

Can you please provide some information regarding the player's withdrawal delay?

Hi Michal this is the last response I’ve gotten it’s been ongoing since 4july it’s not my first withdrawal and my account has been verified before this withdrawal for previous withdrawals. But some reason this time I have been asked more verification and given it and still not been verified for me still nothing but waiting mangers and waiting finance team I am getting really concerned they are just wasting my time and trying to keep my money

Dear ryand,

I understand that the KYC process can sometimes be frustrating, but the casinos also need to follow rules and regulations, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. We had cases where the verification took weeks to complete for various reasons, but I have my fingers crossed that this won't be your case.

I have not received any information from the casino that there is any issue so far, so I would kindly ask you to be patient and wait for the check to be completed.

Thank you helping I understand I will wait for more information

Hello,

In this particularly case our anti-fraud team is still investigating the gameplay that led to this win. At this point they are in contact with the game provider and are awaiting a definitive answer from them. We appreciate it's taken longer than expected and can understand the player's frustration with that. However, we are slightly at the mercy of the game provider in question and just need to wait for their reply. The relevant team is chasing each day to try and get an answer.

Hopefully we can update the player soon.

Kind Regards,

The Clubhouse Casino Team

Is there a particular reason the anti fraud team is investigating or just routine ?Is there anything I can provide e.g proof of income to help the process along. I won the money on live roulette gameplay. Thank you for your reply.

As far as I know they are investigating the nature of the gameplay. It's nothing to do with docs.

Right I don’t really know what ask or say about the gameplay I played slots and then live roulette I put in myself 3350 before I won the 4000

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.

This issue has now been resolved with the player.

Dear ryand,

Can you please confirm if the issue has been sorted out? Can we consider your complaint to be resolved?

Dear ryand,

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.

Dear ryand,

Although it seems as though this issue has been successfully resolved, we haven't had a further response from you to confirm this. We are, unfortunately, forced to close this complaint as rejected.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will do our best to help.

Best regards,

Michal