The player from Germany had utilized a 100% bonus at Clubhouse Casino with the assurance of no withdrawal restrictions. However, he discovered that he could only withdraw 1000€, which contradicted the information provided by the support team. After reviewing the casino's Bonus Terms and Conditions, we determined that all bonuses were subject to a 1,000 EUR maximum win. Despite the player providing screenshots of a conversation with a support agent who had assured him there were no restrictions, we had to inform him that the Terms and Conditions took precedence. Due to these reasons, the player's complaint had been rejected.
The Clubhouse Casino - Player faces withdrawal restrictions.
Amount: €3,000
The Clubhouse Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Subject: Urgent Complaint Regarding Insufficient Payout at Clubhouse Casino
Dear Casino Guru Team,
I am reaching out to you in order to bring forward an urgent complaint regarding my player account at Clubhouse Casino. On December 1, 2023, I utilized a 100% bonus after previously inquiring in live support about possible payout restrictions. I was assured that there were no restrictions.
However, I have found that despite a planned withdrawal amount of 4000€, I can only withdraw 1000€. This contradicts the previous information provided by the support team, and I feel disadvantaged by this.
I request immediate resolution of this issue and the immediate release of the full withdrawal amount of 3000€ to my account. I intend to submit an official complaint to the competent supervisory authorities if this matter is not immediately and satisfactorily resolved.
Thank you in advance for your prompt support.
Best Regards,
Maria
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5 months ago
Dear AleKing44,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with The Clubhouse Casino. I have checked the Bonus Terms and Conditions, and this is what I found:
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.
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.
If there is any additional information that would support your case, please do not hesitate to contact us and send any relevant communication between you and customer support to veronika.l@casino.guru. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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5 months ago
Hello, thank you very much for your quick reply. Yes, that's right, it's in the terms and conditions but I was still assured that there is no maximum cashout. So I relied on it and paid in. I also have screenshots of the conversation that she said "no restrictions apply".
LG Maria
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5 months ago
Translation
Hello, thank you very much for your quick reply. You can find the pictures below :)
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4 months ago
Thank you for sending me the screenshots. Unfortunately, I must inform you that the Terms and Conditions always take precedence over any information you may have received from a live chat agent. Please understand that these agents are often outsourced and may make mistakes.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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