The Clubhouse Casino - Player's account has been closed with winnings confiscated.

hello i had bonuses turned off, i deposited $31,

while playing i leveled up my vip level adding $80 to my total, at first i thought it was a drop or win of some kind, i continued playing with a few small wins then i received a win of almost $6000 alowing me to increase bets when i won a further $43k.

i stopped playing immediately and attempted to withdraw the maximum allowed at $6k my withdrawal was pending, i went and logged back on to show my wife to find my account was suspended. only after complaining via chat it was recovered although with no money at all.

i proceeded to contact freddie via email telling me the money i had won was confiscated due to being won on a bonus.

i explained what happened he told me i accepted free spins when i didnot and he refused to show me game logs. i sent screenshots to him now im being flat out ignored after sending several more emails

Dear iviick,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Clubhouse Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share communication with the casino regarding the issue, including your request for a gaming history?
• Could you please share a screenshot of your bonus history as it appears in your player profile?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

collecting the information you need, thank you

I'll await your reply with the necessary information.

hello i cant seem to find any kind of bonus history on my account maybe im looking in tge wrong place?

but here are some screenshots of emails and of my account ,,, files to big ill send via email

ty mick

i sent information via email if there’s anything more needed please let me no

thanks for your email, iviick.

Could you please forward an email from the casino representative? If you received other emails from the casino, please forward them to me as well. Thanks in advance for your reply.

hi tomas

i sent emails a few days ago did you receive

hello Tomas how are you? im just checking in

Thank you very much, iviick, for your patience. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

great thankyou so much for your help tomas

Hello iviick,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a The Clubhouse Casino representative to join this conversation and participate in resolving this complaint.

Dear The Clubhouse Casino,

Could you comment on this?

Thank you in advance for providing the information.

thank you Stefan,

i really hope clubhouse casino and i can resolve this issue, its kinda taking its toll on me, my wife and i are far from wealthy in any means, this money would have really taken some weight off,

also i enjoyed playing at clubhouse up until then . id probably play there again if they can see it in there soul to payout my winnings.

thank you again iviick