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Club World Casino took $1630 from me!

posted on September 20, 2012.

I have played at Club World Casino for a long time. I recently had a $200 VIP bonus chip with a playthrough and 10x cashout. As I was playing I hit some nice wins and got my balance above $2000. I then went to withdraw. I submitted my withdrawal via ACH. This method only allows you to withdraw a max of $1500. So I submitted 2 withdrawals. One for $1500 and another for $700. This would be my $2000 withdrawal minus the $200 bonus that would come out. At this point I still had some money left in my acct since my winnings had exceeded the $2000. I immediately made a deposit. After making my deposit, I returned to playing. I played for a few days which means I played through any money that was left in my account from the bonus chip. After playing for a long time, I hit another big win. I then attempted to cashout another $1500. Then I made more deposits and was continuing to play for the next few days. One evening I had a balance of over $1000 in my account and quit playing for the night. The next day I opened my acct and there was $1500 in there. I looked at my account history and it looked like they had approved withdrawals of $1500 and $1630. I then played with the $1500 that was in my account, thinking it was my balance and maybe that they had cancelled my $700 withdrawal due to the bonus. Anyways, after waiting and waiting for my withdrawals to post to my account, I called to check on the status of them. It turns out that they only approved me for a withdrawal of $1500 and took $1630 out of my account saying it was from a bonus chip. Then they cancelled my other $1500 withdrawal and put it back into my acct. There was No emails, no communication at all about this. I then wrote several emails demanding an explanation. All they kept saying is that it was won from a bonus coupon. My second withdrawal was NOT from a bonus coupon. All winnings from my coupon were played OUT of my account. And a deposit was made. After going back and forth with them with no luck, I asked for a copy of my activity report so I could see every wager I made and what my balance was at the time of cashout. They finally sent me a report that was MISSING a bunch of activity from the time I cashed out the withdrawals from the coupon. I then emailed again asking for another explanation and asking for them to credit the money back to my account. I have received NO response from this email. I WON that $1630 and want it back. I have played at this casino for years and was always happy with them. After this, I will NEVER play there again. Please help me resolve this situation and get the money back that I deserve.

posted on September 25, 2012.

Hi, sorry for the late response. I believe that this has been resolved for you since you made the post.

Please confirm to mark this as resolved.

posted on September 26, 2012.

It has not been resolved. I still feel I played through the correct terms of the coupon and I am owed the $1630 that you took from me. I played out the bonus and made a deposit. I also looked at the activity report and my balance was not $1630 at the time I requested a withdrawal from the coupon. It was much less. The money was mine and feel you took it unethically and without proper communication. I would like my $1630 back.

posted on September 27, 2012.

Everything looks correct, confirmed with cashier.

For further questions on this please contact CS or our Cashier department.

posted on October 1, 2012.

 Any updates here?

posted on October 1, 2012.

This has been resolved. Thank you!

posted on October 4, 2012.

 Complaint solved!