The player from Switzerland requested a withdrawal 12 days prior to submitting this complaint. It has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The Clubhouse Casino - Player’s withdrawal has been delayed.
Amount: €840
The Clubhouse Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
The Clubhouse Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Since Sept. 23, 2022, I've been waiting for 4 payouts totaling 840.00 euros. According to the live chat with the casino, the payments have been made. I haven't received anything until today. A request for a transfer confirmation was not received by the casino. I was told I had to wait at least 10 days. Up until 9/23/22 I had no problems withdrawing from the casino. But now I'm slowly but surely doubting their seriousness. If they made the withdrawals, they could send me the transfer confirmation from their bank. They don't. I hope I still get the money.
Automatic translation:
Public
Public
2 years ago
Dear Shane1983,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Do I understand correctly that you have made successful withdrawals before? Could you please advise when exactly you received your last successful withdrawal?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Yes, on 09/26/2022 I received the payouts of my cashout from 21st and 22nd Sept. Nothing has come since then.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I received these payment orders from the casino by email yesterday. After consultation with my bank, these payment orders are NOT payment confirmations. So the money was not transferred. According to my bank, at least the payments from September 26th and 27th should have already arrived if they were executed. They are not. The casino always puts me off.
Please take care of this matter.
Thanks
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Shane1983. Could you please advise what are the current statuses of your withdrawal requests? Are they marked as pending or processed in your account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
2 years ago
Translation
They are confirmed as "successful" in my account. So, the payouts. On Friday October 7th, 2022 I received one of the 4 outstanding payments in the amount of 200.00 EUR. So there are still 640.00 euros outstanding as of today.
Automatic translation:
Public
Public
2 years ago
Translation
Hello Kristina
I received an email from the casino directing me to my bank with my request. What's wrong with them? My bank can't do anything about it. The order is from the casino, so they have to follow it.
How do you proceed now, Kristina? The 26th payout is open for 12 days.
Thank you for your feedback.
With kind regards
Rachel R***
Edited by a Casino Guru admin
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
The withdrawal was hardly successful if they cannot send me payment confirmations. The attachments in the mail are only payment instructions and these are not proof of the successful withdrawal.
Automatic translation:
Public
Public
2 years ago
Translation
A payment has just arrived. Thus, the payments from September 29th and 30th are still open in the total amount of 400.00 euros.
Automatic translation:
Public
Public
2 years ago
Thank you for the updates. Hopefully, those two last withdrawals will be also received soon. I will keep this complaint opened until your confirmation regarding successful withdrawals. Please let me know as soon as you receive the last payment.
Public
Public
2 years ago
Translation
Hello Kristina
The last two payouts arrived in my account today. So I got everything now.
Thank you for your support.
With kind regards
Rachel
Automatic translation:
Public
Public
2 years ago
Awesome news, Shane1983. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
