The player from Germany had experienced repeated software malfunctions during games at Clubhouse Casino, with games abruptly stopping or running incessantly. Despite numerous complaints, no effective assistance or compensation was provided, with the blame often shifted to the player. In addition, he had reported a misleading game, but no action was taken. We had asked the player to provide any relevant communication or screenshots along with his game history. However, due to lack of supporting evidence, we were unable to proceed further with the case. The complaint had been rejected.
The Clubhouse Casino - Player suffers constant software malfunctions and inadequate support from the casino.
Amount: €1,000
The Clubhouse Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The first complaint involves issues with the software. It happens so often that I cannot enter games, or they abruptly stop mid-way, or they just keep running without a halt. This completely disrupts the flow of the game. I have complained so many times, and each time, I am blamed. Sometimes, they do admit to having issues, but when I ask for compensation, they suddenly didn't have any problems and I am blamed again. The live chat lies and cheats and I do not receive any proper help. The chat just gets abruptly terminated or no further replies are given, sometimes, they even make fun of you. The second complaint is about a game which is misleading and deceiving. I have reported this multiple times, but no action is taken. Thus, the Clubhousecasino is also cheating as they are aware of it but choose not to act. Regardless of the complaint, it's always the server that is blamed. My losses due to these problems have reached the thousands. Psychologically, I am already worn out due to the constant feeling of helplessness.
Automatic translation:
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10 months ago
Dear Andi02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Translation
Just reading the word screenshot gives me a panic attack. For every complaint about software problems at the Clubhouse Casino, I should always take screenshots. If I'm kicked out of a game I'm back to the page before I entered the game, so a screenshot doesn't help. If the game kept running and didn't stop, a screenshot doesn't help, that's exactly how it is when I didn't get into the game. You can't imagine how much I wrote, discussed and had to justify myself. What I had to accept was bullying.
Now to the game which is cheating and misleading. Where, despite my complaint, neither the live chat nor the manager did anything about it. Once again I was portrayed as stupid and a liar.
It's about the game Rise of Triton. You can get into the bonus round with 3 scatter symbols, which of course didn't work for me and then there is a bonus round where you have to have 6 white circles in one spin where there is an amount of money in each circle. If you can do that, you will come to another page where the 6 circles you turned come with you. Then you have three spins, with each spin new balls with amounts of money fall from top to bottom. If you stay standing, you win the amount in the ball. Whenever a ball stops, you have another 3 spins until they are gone at some point. Then the amounts in the standing balls are added together and you win. In the normal round there are 2-5 balls which is not enough for the bonus round. The amounts in the balls are always, I repeat, between 30 and 900 euros. Sometimes 750 euros 250 100 50 75 600 850 250 euros so always, I repeat, always in the high range. It takes ages to get 6 balls for the bonus round. This means that there are so many balls with large amounts remaining in the rounds in front of them. You get annoyed by the amounts when you only get 4 or 5 balls, but you keep playing because you only see these high amounts in the balls. Then suddenly at some point 6 balls stop standing and you are happy, but only for a short time because all 6 balls have the amount 2.50 in them. Before, the amount wasn't even in 200 balls and now each one has such a mini amount. It goes even further, in the bonus round there are still 6 balls left and each one says 2.50. You bet so much beforehand because you think you can win big here because there are only large amounts in the balls and then this happens. It couldn't be more misleading and those you think are refusing to help you
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10 months ago
Hi Andi02,
I acknowledge that capturing screenshots for every spin may not be standard practice, but it's essential to realize that without supporting evidence, we lack the means to confront the casino. Providing a video or any corroborating proof would be beneficial.
If you possess a game history that demonstrates the non-crediting of winnings to your casino account or any relevant information, kindly forward it at your earliest convenience. Additionally, please clarify whether the disputed amount reflects your active balance or potential winnings.
Thank you.
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9 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons and lack of supporting evidence, I will now reject this complaint. Thank you for your understanding.
