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

hello Stefan,

I guess the silence from clubhouse speaks volumes,

would you be so kind as to help me take matter further,

they just can’t do this to people spending their hard earned money, i noticed a very similar case of them doing this to another person,

the horrible part is they can just ignore the situation and get away with it leaving customers without causing them all sorts of horrible mental health problems anxiety, depression.

it really needs to be policed harder,

hands up for you guys obtaining more authority and power. GURU THE CASINO POLICE OF THE INTERNET

lol

Hello,

The player personally activated free spins (received from Bronze Loyalty Level) and won from these. The $1500 max win was applied as per the T&Cs.

Dear The Clubhouse Casino,

Thank you for your response and the information provided. Could you provide us with the player's game history/game log and transaction history? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

hi. as i have tried and tried to explain to you i have not accepted any bonus whatsoever, there was zero of the $49k locked to bonus and the system let me attempt a withdrawal, that was until of course my account was locked and my winnings were confiscated,.

i was told that i supposedly accepted spins when in actual fact it was $80 added to my account while i was already playing. at first i thought it was a win.

i tried talking to you guys and i was ignored after being bullied into submission.

i wish you would just pay my winnings

causing me to much heartache n anxiety

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.

An email was sent to you last Thursday Stefan

Dear The Clubhouse Casino,

I have received and reviewed the player's game log. Could you also provide us with the player's transaction history, bonus history and the information on Bronze FS bonus?

I'll be awaiting your reply.

i noticed after i was locked out of my account and my winnings were confiscated that i could not find any bonus history on my account at all generally i always had bonuses turned off so when i deposited no sneaky % bonuses were added that make your money worthless.

then after i had taken screenshots of bonuses being added directly to my account while still having bonuses turned off.

the casino can’t control wins or losses from the gaming servers but they can control everything to do with accounts there side aswell as removing a customers winnings, and finding there own reasons to justify not paying out,

is this the way to treat a paying loyal customer. i think not, DAMA N.V , the clubhouse casino, i really thought i could trust u people.

please just pay, contact me

Dear The Clubhouse Casino,

Thank you. I received your email containing all the requested information. Could you state if the player has to activate the Bronze FS bonus in his account, or is it granted automatically?

I'll be awaiting your reply.

Yes, all FS bonuses need to be activated at The Clubhouse.

i still have not activated any free spins. it was an $80 bonus added to my account whilst i was playing. i also had accept bonuses turned off because i don’t like tainting my own money so im unsure how any bonuses were added without my concent? i thaught that was against the rules..

also when i asked clubhouse for any information regarding this they ignored me .

It is physically not possible to play with free spins without the player activating them first.

i have said this before i did not receive free spins…… for some reason $80 was added instead im guessing. and it was added while i was playing and with my accept bonuses turned offf,

trying to be heard, is there a translation issue…

what it comes down to is a company owing a paying customer a large sum of money obviously doesn’t want to pay up so simply won’t..

why was the $ 80 added to my account in the first place without my consent? why did my account say $0 was locked behind bonus and total amount available was $49k . why

my last message on this thread is directed to "The Clubhouse Casino" feel free to reply!

please don’t continue dragging this out, heck i understand the struggle of not being able to pay bills on time these days because im one of those struggling week to week well day to day to be honest,

so would paying me in instalments of 4k be easier than 6k per instalment?

im a pretty easy going bloke, contact me so we can work this out together, by phone would be easiest

ty iviick

Dear iviick,

Could you state whether you have a Real money balance and a Bonus balance in your account, or are the funds mixed?

I'll be awaiting your reply.