Withdrawal declined?!

I was trying out a few of the different casino bonuses on offer and was looking at the welcome bonus at City Club. When I downloaded the software and logged in - the live chat opens and I am offered a 400% deposit bonus! Great!! I think. So I am fairly new to online gambling, but I knew that there were wagering requirements before cashing out any winnings - so I ask about the wagering and was told it was 20x wagering on the deposit plus the bonus. So I deposit 250 and now have 1250 to play with. After a few days of playing most of the different slot games and trying out a few hands of holdem poker, I was going up and down and then I start to win a bit on the 'marvel' slots. So I enquire about whether i have met my wagering requirements. Yes I am told - my wagering is fine. Fantastic I thought - My balance was on 5,500 (just in time for Christmas). So I request a withdrawal and send through the documents required. About a week later i get a deposit of 250 from City Club and a phone call to say that because I played a few hands of holdem poker (which i did not win anything on) All my winnings had been voided. As the table games are excluded from the bonus. (If you are not allowed to play them - surely they can block them or give you some sort of warning - rather than taking all your money away???) They had - as a sign of GOOD FAITH refunded my deposit of 250. I think that City Club needs to have some sort of warning about the games you cannot play and they need to make it clear that the games CANNOT be played (not just that it won't count towards wagering) I still cannot believe that City Club voided 5,500 winnings because of maybe 50 played on a stupid game of poker!!!!!!

I would like to register a complaint against City Club Casino.

I had read their terms and conditions on the site prior to playing as I tend to be careful here and ensure I adhere to these.

I deposited $20 and received the first deposit bonus and understood there was minimum wagering amount on the account and a maximum withdrawl. The deposit and bonus was lost and so I had made several more deposits for $20 and received $6 "reward" on each one which usually I would decline but no option to. Anyhow, I understood that their was minimum wagering amount before withdrawl from t's and c's and so played on as I thought these were classed as "ongoing" bonuses.

I eventually went on to win $1900 which was withdrawn after meeting wagering requirements, not playing disallowed games (only slots) and then 5 days later, I received an email stating that they had only processed $420 of this and the rest was void because there was a maximum cashout amount on bonuses received as per their terms.

After sending them all their terms and bonus terms on the web site and explaining no mention of a maximum withdrawl here they called me and said that there were other terms emailed to me for these. This had gone into my junk email and had arrived several mins after deposits and link to the terms and mention of this was right at bottom of email after signature so as could be easily missed. These terms, are, more importantly not linked to from their site, which are located at: http://www.cityclubcasino.com/sterms.php, do state a maximum cashout amount. It also states that "The bonus will be credited automatically to players who have received a promotional offer through email" of which I have never received. I had never received anything from them prior to registering as I found off google search. I have emailed to ask about this and not received a response.

How can this company choose to just put a bonus into my account with different terms than is accessible on their web site without making clear the terms of this prior to this being put into my account and therefore overriding my deposits. The bonus terms (other than first deposit bonus) through their web site make no mention of a maximum cashout amount and so I think this is clearly wrong and needs to be investigated.

I could have never had any opportunity to read and choose not to gamble with them before this was applied to my account. They just applied it which automatically under different terms which made any of my deposits withdrawl limited and I had not even been given opportunity to read terms before.

I would be grateful if you could look into this.

Many Thanks.

I tried to withdraw $800 of my winnings into my Neteller account and received this email from City Club Casino.

" Please note that you did not comply with one or more of our terms and conditions therefore winnings will be voided from your account.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at City Club."

To make things even worse I had $700 left in my account and they took away $500 and left me with only $200 for no apparent reason. I think in the real world this is called theft ,but in the virtual world of City Club Casino, being a law to themselves this is quiet the norm.

Reading their terms and conditions this the only clause I could find that would allow them to do such an unfair act.

" In connection with the specific terms of the above promotions, bonus and special offers, we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. "

This basically gives them the right to not payout because my withdrawal has been in excess of my original deposit, but isn't this the point of gambling, to win more than you put in.

I noticed that others have made complaints about this casino but yet their still in the top 10 recommended casinos. Go figure that one out.

Hi im from south africa im waiting two weeks for my payout every time its a diffrent story why my money can not been paid off whe quickly to deposit but to get paid out its a problem for them

I would advise anyone coming near this site to run away as fast as you can. Incredibly dishonest and underhanded system with their bonus' which they automatically give you without easily giving you a way to opt out.

I signed up and deposited £85 and played routlette. I had no idea that because they had credited a bonus to me that i couldn't actually win anything . Apparently as soon as i go on anything other than a non progressive slot? ( i have no idea even what these are, niether is an explanation provided ) then all my winnings are forfeit.

Essentially they are accepting bets on their roulette tables that they have no intention of paying the winnings on but are fully happy to take the wager.

I played my balance down to zero and deposited another £100, i didnt even see the fact they had credited my balance with another £30 . I won £1500 and tried to withdraw , but browsing the net found MANY stories similar to this one where people had been done out of their winnings.

Then i spoke with their customer services who basically confirmed that this had happened to me as i had been playing roulette with a bonus that was added without my knowledge.

The casino accepted deposits from my self of £185 in total. The software accepted my bet when there was never any possibility of any of my potential winnings ever being paid out. However they are more than willing to accept the bets.

How can software allow you to wager any money that is against their terms and conditions?

I believe this is a deliberate ploy as anyone who loses here doesn't come in to contact with this side of the company.

A casino is meant to be built on trust and transparency but these guys seem to basically be thieves.

£1200+ in my casino balance after depositing £185 , only allowing me withdraw £100.

im submitting a complaint against city club casino as i set up an account roughly 2 weeks ago i deposited £20 and was automatticaly given an £80 bonus with out given the choice to read terms and conditions or turn it down. i started playing the slots and got a big win so i decided to contact live help and ask how much i still had to wager it was just over £1800 at that point my balance was about £1200 so i carried on playing i kept contacting live help during game play to see how much i still had to wager at no point did they mention a cap on winnings i played the wagering requirments through and withdrew £1,900 on asking live help if this was ok they says it was fine to do this as you could imagine i was absoulutly delighted with this. so i logged in today and to my complete dismay i saw that only £220 was been sent out i contacted live help and was even given a phone call to try and resolve the matter thats when i was told that there was a cap on winnings of 10x 1st deposit i didnt even request the bonus or given the chance to turn it down my dad looked through the t&cs on the website and i did not see the cap been mentioned plus i was not told this on any other occasion where i had contacted live help.also ive noticed i can not log into my account anymore if there was no foul play why would this happen?

Hi I recently won $3000 @ City Club Casino & after sending all the required documents for my withdrawl they said everything as approved.After waiting another week & hearing nothing from them they sent me an e-mail saying that they took back our $3000.Stating that we breached the terms of our deposit bonus of %30 that we did not ask for they add it automatically to our deposit of $25 so I figured it was our wagering requirements we did not meet but apparently it was because I played a scratch card game which I won no money on I won it on the slots.How was I to know that I could not play the scratch card games because they put a %30 bonus which was only $6 that I did not agree to because they don't give you the option like other casino's give you the option to accept or decline the bonus.Is this right can they get away with this & keep my $3000 in winnings is there anything I can do .I also have all the e-mails saying that everything was approved & after 3 weeks all of a sudden they keep our money please help if you can this is not fair they should not be allowed to operate this way ripping people off.

I recently played on City Club Casino and was signed up for a bonus. I played a non allowed game and made a withdrawl, which cancelled my bonus. This was declined as I'd not met the wagering requirements. This was fair enough.
So with the bonus now removed. I asked the online chat what I had to do redeem the money. They told me I had to still meet the wagering requirement via online support.
I played this through and won around £750. I contacted their support who told me I was good to go with the withdrawl as I'd met the conditions. So I tried to make a withdrawl. When I reviewed my account, I found that all of the money bar my original deposit had been removed.
I had no idea why this had happened so I contacted them by phone and they told me as I'd played a restricted game all winnings were voided. When I pointed out that this was post the voiding of my bonus they still insisted that the original violation was still in force.
I feel like I've been mislead and ripped off as I put my money at risk with no chance of actually winning.