The player from Germany had deposited 300 Euros in Clubhouse Casino, stopped playing with a balance of 293 Euros, and later discovered only 93 Euros in his account. He had contacted customer support, which had not resolved the issue. He had expressed frustration over the lack of progress and communication from the casino. The player later confirmed that he had received the missing funds, but complained about not receiving compensation for the stress and frustration caused by the incident. We had extended the complaint's timer by 7 days, but the player did not provide further responses. As a result, the complaint was rejected due to a lack of additional information.
The Clubhouse Casino - Player's deposit vanished from account.
Amount: €1,500
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
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
On Wednesday the 27th of March, I deposited 300 Euros into Clubhouse Casino and played for a little while. I stopped playing when my balance hit 293 Euros. A few hours later, I wanted to continue playing and noticed that I only had 93 Euros in my player account. Consequently, 200 Euros had disappeared. I asked the live chat where the 200 Euros had gone. The first representative told me that there had been a mistake with one of my deposits at some point, and while the money had been credited to me, they had just noticed the error. I am certain that this wasn't the case. The second representative told me there was an issue with my deposit on the 27th of March, and 200 Euros were refunded to my bank account. There was no issue with my deposit and I did not receive any refund. The third representative had no idea what I was talking about, and I ended the conversation after about 10 minutes. Today is the 1st of April and I have been hearing for days that they are working on it.
I was so angry and upset and could not concentrate that I immediately lost any additional money I deposited. I couldn't play or win money for 5 days simply because they seem uninterested in my situation. I explained the situation to my VIP manager and wrote to him stating that I wanted the money back and would like to be compensated, but until today, I have received no response
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1 month ago
Dear Andi02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you currently don't have any remaining balance in your casino account?
- Did you activate any bonuses on top of your deposit?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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1 month ago
Translation
I then got the money. But again I received no compensation for losing all my money because I was shocked and frustrated. Because I didn't play for 6 days and couldn't win anything. That I was told 4 different stories. For the time I had to research what they actually meant. For the constant stalling that it was being checked but nothing happened. That they just take money from you without informing you. As a player you have it hard enough, you have to put up with everything, always have to prove everything yourself and you are always blamed. It can't be that a casino can do whatever it wants.
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1 month ago
Translation
I got the money then. But no compensation for losing all my money afterwards because I was shocked and frustrated. Because I couldn't play for 6 days and couldn't win anything. For the time I lost trying to find out what they wanted. Because they told me 4 different stories. Because they always said they were checking but nothing happened. Because they take money from you without informing you beforehand. It can't be that a casino can do whatever they want. It's hard enough as a player. You always have to accept everything, you can hardly defend yourself and it's always your own fault.
No I didn't activate a bonus
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4 weeks ago
Thank you for your reply, Andi02. I apologize, but I am not sure I understand correctly your message. Was the issue resolved? Have your funds been refunded?
Furthermore, if you wagered your balance, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place.
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