Malibu Club Casino - Refusing to pay my winnings

RESOLVED
Igor Leskovar United States
posted on March 1, 2016.

I registered to the casino few days ago. I took bonus 25€. After finishing wagering requirements of 875€, I got left with 150€ in my balance. After contacting support they told me that I need to send in documents and convinced me to make deposit of 25€ to be able to cashout my winnings, After I requested withdrawal 150€ they told me that they are unable to cashout my winnings because apperantly my country Croatia is not allowed cashout. After carefull reading terms and conditions i found out that there is no sense in their statement as i complied with terms and conditions 100%. There is nowhere stated that Croatia is not allowed to register, deposit and/or play. m They are obviously trying to avoid to pay my winnings in any way possibe that is why am i asking for help here. Newest thing thay they did after i contacted them today is that they bllocked my account and blocked all Croatia ip adresses. Probably they will try to change terms and conditions, luckily i have saved the version uploaded when i registered. I just want to get my 150€ winnings that i won fair and square.

posted on March 4, 2016.

Hi fb_10207657278464411

Thanks for logging a dispute with Malibu Club Casino.

Regarding your withdrawal request, due to excessive bonus abuse from Croatia, we casino has taken the decision to deny all players from Croatia (this includes signing up and playing).

You are correct, we did add Croatia to the terms and conditions as we are entitled to do so when we deem that there is abuse.

We run monthly location reports and Croatia is one of the markets where we see a blatant abuse pattern. Players signup, redeem the NDB, wager the exact required amount in order to cashout. This is unfair practice and seen as promotional abuse.

We will refund your verification deposit in full and the gaming account will remain locked.

I hope that we can bring finality to this dispute!

Best Regards
Jason

Igor Leskovar United States
posted on March 4, 2016.

I do not represent other players from Croatia and I did not abused bonus. At the time of my registration and playing you were offering 25€ NDB wich I wagered fair and square as per terms and conditions. Any changes made to terms and conditions after my winnings does not affect my account as my withdrawal was already requested. You will pay my full winnings otherwise I will cooperate with askgamblers and licensing authority to take legal actions against you as clearly you are trying to scam your players.

posted on March 4, 2016.

Dear fb_102­076­572­784­64411,

We have a huge database of active and loyal depositing players of which many of them are Askgamblers members. We go the extra mile in accommodating these players and I am sure AG will agree to this statement. The casino terms and conditions do clearly state that the casino reserves the right to change terms and conditions where deemed necessary. €150 will not break the bank it's the principle of the matter. You took the bonus, wagered just enough to meet the requirements and only made the deposit in order to cashout. Having said this, I am not going get into a huge argument over €150, I will communicate this to my withdrawals team, who will reinstate the balance on Monday allowing you to cashout the "winnings"

Best Regards
Jason

Igor Leskovar United States
posted on March 4, 2016.

Thank you Jason for the fast reply. I must say from my side is also principle of a matter. I am member of many casinos, not high roller but depositing 500+ monthly and I indeed wanted to stay your player, but this issue really dissapointed me as this is the first time ever for me winning anything from NDB. I really hope that i can trust your word and issue will be resolved Monday.

posted on March 4, 2016.

Hi fb_102­076­572­784­64411,

You have my word that it will be resolved on Monday!

Have a great weekend!

Best Regards
Jason

Igor Leskovar United States
posted on March 7, 2016.

Hello. I hope your payment today. Thank you.

posted on March 9, 2016.

Hi fb_102­076­572­784­64411,

Please can you confirm whether you received your withdrawal?

Anxiously awaiting your reply!

Best Regards
Jason

Igor Leskovar United States
posted on March 9, 2016.

Hello, I didn't received withdrawal on Neteller. And impossible to log in to my casino account to chechk withdrawal history since my account is locked.

posted on March 9, 2016.

Hi fb_102­076­572­784­64411,

I can assure you that we did submit payment of €150 to your Neteller account. I have been advised by my withdrawals guy that it in sitting in a queue with the processor. But I promise everything has been submitted on our end. Hopefully it will go through soon.

Best Regards
Jason

Igor Leskovar United States
posted on March 10, 2016.

Hello, I still waiting money on Neteller.

posted on March 11, 2016.

Hi fb_102­076­572­784­64411,

I can assure you that it's been sent off for processing. I have no idea why there is a holdup. I will see if I can obtain proof of us sending it to processing.

My apologies!

Regards
Jason

Igor Leskovar United States
posted on March 11, 2016.

Ok, I waiting. Thank you.

Igor Leskovar United States
posted on March 11, 2016.

I received money on Neteller. Thank you.

AskGamblers
posted on March 11, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.

Malibu Club Casino complaints

  • 8 of 13 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 434 USD avg amount

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