Casino City Club did not pay me 2900 euros

UNRESOLVED
posted on August 11, 2011.

This is a complaint that I find important for all players ...

On August 1 at 21:02:15 I contacted support city club which would have asked if any bonuses, having already played several times at this casino ...

They told me they would have a 100% bonus ... I ended up making a deposit of 50 euros ...

In other words, I began to play with 100 euros, the same night won 1100 euros ... was almost certain that had managed to make the bets coming in the terms and conditions ... why did withdraw ...

The next day I received an email which said he had to place bets worth nearly 2800 euros ... I was not to notice and then called me to talk to me in Portuguese ... the official who did not disclose the name for a while told me that they would once again put the money to the casino I play ... saying also that it would always complete the bet to the value of 2800 euros ...

I started playing again and I was lucky and managed to reach the Euro 2900 ... Was absolutely sure it is not the first time I won in casinos ... and therefore there was no doubt that this time could withdraw the ...

But still prefer to contact support ... I spoke with another employee ... which I said that to achieve what would have to withdraw deposit at least EUR 20 ... I did not understand why but still made the deposit .... had some doubts because they had taken at least 4 times the bonus they gave me "or gave me 50 euros and remove almost 200 euros ... But I also appeared in supporting another employee who had spoken to me in Portuguese and I apologized and said that the boy was new and did not need to make that deposit ... he confirmed that I had desired by the casino gambling ...

That same day I send my documents they needed rest and I was ... not least because two employees had given the ok.

6 days later I receive a phone call in Italian ... to say that I had played in games of roulette and progressive, although not speak Italian understood perfectly what she was telling me and said in Portuguese that had never played these games ...

She said she would send me an email which never received ...

After I sent several e-mails often without obtaining specific feedback that I only said it had not complied with the terms and conditions ...

Each one said a thing ... 24 hours later I returned to the support and finally came to another conclusion that the problem was not the games 'progressive games and roulette' but betting ...

That is because the conversation changed as they knew perfectly well that never played those games were seeking the history of betting ...

After several conversations and I were saying that playing with my money ... decided to adopt the 9 day 1050 euros, of which I had won 2900 euros ... I was told that the rest of 1850 euros or the casino would keep the money ...

I did not think it normal to not think this day has not yet appeared in the bank the money "Euro 1050" ... but I'll wait because I know it can sometimes take a few more days ... anyway this is not fair ...

I've played in many casinos in which I lost but I won and I was very pleased because in all casinos take me off the bonus money they ask me the document and nothing more ... has happened and I did not realize the stakes and the money back to the casino I play ... no casino never got my money ...

I'm really disappointed and leverei this until the end ...

I start by asking you and also helps to know your opinion ... because I think it unfair ... even today I have earned 1500 euros another casino without any problem ... I have no doubt that they just want money from customers ...

I am sure you stick to the terms and conditions for more than never intended for less ...

I would add ... I do not know if they record the calls and conversations in support ... I even recorded as one of the support conversations ...

And if they write ... for me until one is lucky because all I'm saying is true ...

Thank you very much

Aline Vasconcelos

posted on August 15, 2011.

HI all and especially Aline,

Glad to hear you received your money. Below is my comments on your previous post.

First i would like to start off by saying that we do not offer support in the Portuguese. We called you and tried to help you out in English however seen you only spoke Portuguese we tried to get someone to talk to you anyway. We should not be blamed for not being able to speak a language we don’t offer. We have never published that we have support agents or the software in Portuguese

By choosing to play at City Club you accepted our terms of use. Yes you did this in the English language but this is was your choice. When accepting bonuses in our casinos they come along with their Terms and Conditions which you accept by playing with the bonus. These terms are sent to you by mail with every bonus you receive.

Before you can withdraw money won while using a bonus you need to complete the wagering requirements. This is why your request was declined and the money was returned to the balance in order for you to finish the requirements.

Now as for the deposit of 20 you spoke about. You deposited with paysafe card meaning you won’t be able to withdraw via that method. So my agent tried to explain to you that you can deposit a minimum deposit of 20 by Visa and then you will be able to withdraw via this method. You however deposited with Mastercard with is a non refundable Credit Card meaning we cannot pay out winnings to Mastercards.

Now I also went over your chats with my agents and I see that you were explained our terms and conditions but did not agree with them. Not agreeing with them does not put us in the wrong. By accepting our bonuses you are supposed to read all the terms and conditions as you will be bound to them the moment you wager 1 cent. This is fully your responsibility. A lot of players in our casinos choose not to receive bonuses which is also an option because they prefer to be able to take out their money and winnings whenever they want without any restrictions. If this is something you want to do in the future please send a mail to [email protected], wait for a reply and start playing without bonuses.

Over all I truly believe that most of this inconvenience was due to a language barrier which we cannot be blamed for. Everything owed to you by our terms and conditions was paid and we are not in the wrong here.

Good luck in the future,

City Club Management

posted on August 15, 2011.



Good afternoon ... all I say is not quite right again ... First I spoke with an employee in your Portuguese who want to tell you the name ... This gentleman and a colleague confirmed that he had reached bets ... have seen the chats can also confirm ... Secondly I agreed and accepted the terms and conditions ... And when I made the first withdrawal of 1300 Euros, as we have played in many casinos was almost certain that had managed to achieve bets ... but you sent an email saying that it would still have to make bets on the value of 2800 euros and then returned to put the money in the casino and played and then I had no doubt ... I also know to count ...

The problem is that you were waiting for me to miss the Euro 1300 and I won and more than double ... materialize and I know the stakes ... and not allowed past six days to come threw an Italian saying that games like roulette and jackpots that did not count for betting ...

And then the conversation moved to the seventh day after saying he was not betting on the show was ...

For God's sake do not have this logic to explain why none of this makes sense ... and tell him you said more to me that I would talk to someone in Portuguese not called me later as I was contacted but that you only realize how I do not speak English I limited myself to listen to ...

Who is responsible when two employees here say that I had already done the wagering requirement and I did a course withdraw ... 6 and then say it actually is because I played the games that did not count for betting one day and then say they could not deliver after bets ...

I stop the game after talking to these two do I withdraw money and then all this confusion ...

On top of that pay me 1050 euros and the rest is in the casino ...

I agreed to the terms and I know that money was earned with the requirements ...

You do not act in good faith since the first minute ...

I will not quit because I know I have not acted in good faith to me ... because if I saw that he had not realized the stakes would be the first to give you reason ....

Aline Vasconcelos

posted on August 15, 2011.

And I would add that this had nothing to do with I do not speak English ... I do not speak it but I understand perfectly ... the problem here was the irresponsibility of someone who says one thing one day another day another says ... read the terms and conditions and agree ... I'm right and I know what I'm saying that's why do not I quit ... you can not treat customers this way ... know how the wagering requirements and I know that these hit the Euro 2800 betting that you asked after the first withdrawal ...

posted on August 16, 2011.

I would also like to explain that I have received this email because when I withdraw the ...

I still say that they are acting in bad faith and this is not done ...

I do not think it is with this kind of situation you will ever have a casino with credibility:

Dear Aline,

Thank you for choosing City Club Casino. This is Chris from the Support Team.

You Already met the Requirements for the bonus wagering That you received.

Congratulations!

Thank you and have a nice day.

Should you have any questions or concerns, please do not hesitate to contact

the City Club Casino Support Team. We are available 24 hours a day, 7 days a

week.

posted on August 19, 2011.

Good afternoon, all emails sent to me makes no sense ... you acted in bad faith ... and the proof is in this email that you sent me when I made my second withdraw ... I do not think it will be so that will keep your customers ... I respected your terms and conditions is that you do not like the idea of ​​paying customers to your ...