The player from Germany could not access his account at the Clubhouse Casino for several days, receiving a message about location restrictions. Despite being informed that he had won a tournament prize, access remained blocked. The support team mentioned maintenance, but it had been 7 to 8 days without further contact. The issue was resolved by the Complaints Team, who informed him that, due to his account balance being zero at the time of the restriction, they were unable to assist further, and the complaint was closed.
The Clubhouse Casino - Player's access to account is restricted.
Amount: ??
The Clubhouse Casino
Safety Index:Below averageSafety Index
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5.0
The Clubhouse Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Dear Sir or Madam, I have been trying to log into the site for several days without success. It always says
You cannot access the Clubhouse Casino from your current location.
If you believe this is a mistake, please contact us.
I was also told I won a prize in a tournament, and then when I tried to log in, I couldn't get access anymore.
I contacted support and was informed they were performing maintenance, but it's been 7 or 8 days now. I was supposedly issued a ticket, and I was promised I would be contacted, but that was 3 to 4 days ago. Maybe you can help me.
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1 month ago
Dear Olli20,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
How long have you been playing at The Clubhouse Casino? Is this the first time you've experienced difficulties accessing the casino website?
Have you tried clearing your cookies, cache, and internet history, as well as accessing the casino website through a different browser or device?
Have you communicated with the casino's customer support via chat only, or have you also reached out via email?
Lastly, could you kindly specify the balance in your account the last time you were able to access it?
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
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1 month ago
Translation
Hello Veronika, thank you for the quick reply. I've never had any problems logging in. My account balance was less than 1 euro, but that's not the point. I've deleted everything, history, cache, and tried it with a different cell phone on my laptop, but to no avail. Communication just took over the chat forever.
Best regards
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1 month ago
Thank you for your reply. Has the casino customer support given you an estimated timeline for the maintenance completion? Additionally, is there any indication that the casino might have ceased accepting players from your region? If so, and if your account balance is effectively zero, we may be limited in our ability to assist.
Casinos reserve the right to change their accepted player locations at any time, and if they close accounts with no balance, it generally falls within their business policies. If this turns out to be the case, your best option might be to explore a different platform to continue playing.
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1 month ago
Translation
Hello Veronika, no they don't, I was an active player with a fair amount of turnover, which surprises me. Unfortunately there is no information about this.
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1 month ago
Thank you for your reply. As I mentioned in my previous message, a casino may update the list of restricted jurisdictions at any time. Unfortunately, we are only able to assist players who had an active balance in their accounts when such a change occurred, and the casino refused to pay them out due to their country of residence becoming restricted.
Since your account balance was zero at the time of the restriction, we are unable to assist you further in this case. This complaint will now be closed.
Thank you for your understanding. I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us.
Best regards,
Veronika
