Complaint #1
Malibu Club Casino
Giving me the run around with a small withdrawal
10 years ago
Hello dear, hope u will help me.
A month ago I registered at this casino, and I got a welcome bonus of € 25. I played with the bonus but previously i've read the terms and conditions. I did not noticed any limits. Then i won through this bonus. ( € 25, WR: 35x, Max withdrawal €100, min deposit 25 before withdrawal )
After i won i contacted live support and asked about my winnings. Everything seemed fine and i did not informed about any restrictions. They checked my status and told me i can make withdrawal max 100 but firstly i have to make deposit and send documents ( copy of card i used for deposit, ID, and one of utility bill )
After some time, i did everything they requested. I made the deposit and sent my documents. After that i informed them i did it.
Than, i got a email from them that everything is good and i can visit the cashier to make my withdrawal ( max 100 ) including my deposit of 25. I did it but could not withdraw the funds.
Then i again contacted them, and they sent me absurdly email that i need to meet the wagering requirement and i have a wagering amount of $351.50 remaining to be able to cashout. It was impossible because i was sure i already did it, i saw after playing. But never mind, i said myself. I again played and fulfilled remaining of $351.
I visited cashier and successfuly made withdrawal of €125 directly in my VISA ELECTRON card i used in casino. Please note, i'm played earlier with others RTG casinos and never had a problem with any of this proces. All funds safely comes to my bank account, so there is no restriction over my country.
After a couple of days, actually today i got new email from them.
Hello Nikola,
We hope that this email finds you well.
This email is in regards to your withdrawal request.
Nikola, as you must be aware, free money is not available for players from your jurisdiction, due to licensing restraints.
As such, your winnings of 100.00 from the free bonus will count as null and will be voided.
Specially for you, since you made a deposit of 25.00, that amount will revert back into your casino account and which you can play with your own money to generate winnings.
Also, you will be able to cash out any amount of your winnings from your own money deposited.
After this email i contacted live support in the casino. Agent just confirmed everything that is written through email.
I asked then how is possible that i wasn't informed earlier that i'm not eligible for this bonus because i talked with them. Something seemed contradictory. How can I get funding if i playing through my deposited money but i can't get from the free bonus.
Agent was very confused and i did not got the correct answer.
I send you the following documents in the attachment.
Please note i did correctly everything they requested and i really never had a problem with other casinos earlier when we are talking about funds getting from the free bonuses.
King regards,
Nikola
A month ago I registered at this casino, and I got a welcome bonus of € 25. I played with the bonus but previously i've read the terms and conditions. I did not noticed any limits. Then i won through this bonus. ( € 25, WR: 35x, Max withdrawal €100, min deposit 25 before withdrawal )
After i won i contacted live support and asked about my winnings. Everything seemed fine and i did not informed about any restrictions. They checked my status and told me i can make withdrawal max 100 but firstly i have to make deposit and send documents ( copy of card i used for deposit, ID, and one of utility bill )
After some time, i did everything they requested. I made the deposit and sent my documents. After that i informed them i did it.
Than, i got a email from them that everything is good and i can visit the cashier to make my withdrawal ( max 100 ) including my deposit of 25. I did it but could not withdraw the funds.
Then i again contacted them, and they sent me absurdly email that i need to meet the wagering requirement and i have a wagering amount of $351.50 remaining to be able to cashout. It was impossible because i was sure i already did it, i saw after playing. But never mind, i said myself. I again played and fulfilled remaining of $351.
I visited cashier and successfuly made withdrawal of €125 directly in my VISA ELECTRON card i used in casino. Please note, i'm played earlier with others RTG casinos and never had a problem with any of this proces. All funds safely comes to my bank account, so there is no restriction over my country.
After a couple of days, actually today i got new email from them.
Hello Nikola,
We hope that this email finds you well.
This email is in regards to your withdrawal request.
Nikola, as you must be aware, free money is not available for players from your jurisdiction, due to licensing restraints.
As such, your winnings of 100.00 from the free bonus will count as null and will be voided.
Specially for you, since you made a deposit of 25.00, that amount will revert back into your casino account and which you can play with your own money to generate winnings.
Also, you will be able to cash out any amount of your winnings from your own money deposited.
After this email i contacted live support in the casino. Agent just confirmed everything that is written through email.
I asked then how is possible that i wasn't informed earlier that i'm not eligible for this bonus because i talked with them. Something seemed contradictory. How can I get funding if i playing through my deposited money but i can't get from the free bonus.
Agent was very confused and i did not got the correct answer.
I send you the following documents in the attachment.
Please note i did correctly everything they requested and i really never had a problem with other casinos earlier when we are talking about funds getting from the free bonuses.
King regards,
Nikola
Screenshot
