Ag Awards

Club USA Casino - Said they must close my account

Complaint Info
Disputed casino Club World Casino
Reason Declined payment
Amount $ 100
Posted on June 2, 2014

After reaching the $100 mark in black jack after depositing $25 i called for help withdrawing the money. They asked if i was enrolled in college and i said no, they said oh you are and i said no again. They said i heard a yes and we do not accept college students therefore we must close your account and refund your $25 (which they said will take 28 days) when i said i am a full time employee not a college student they switched up the roll and said "you have to make $1500 in bets to be eligible to withdraw, you have only made $90 in bets" and said my account was being closed. Why would you have to make $1500 in bets? After arguing over it she said she was hanging up and my $25 would be in my account within 28 days again, then said goodbye.

Posted on May 30, 2014

Hi Brandon,

Just to let you know all phone calls are recorded for training and quality purposes, I will have the Customer Support Manager listen to the call to find out exactly what was said. The notes on your account do say that you confirmed that you were a student twice, before changing your mind. Irrespective of if you work or not, if you are a student unfortunately we will not accept any wagers from you, as stated in our terms.Once we have the phone call I will get back to you.

Posted on May 30, 2014

Hi Brandon,

I have just listened in on the call, you were asked twice if you were a student by Helen the CS rep. At first you were asked if you were in college or university, your reply was yes. Helen then asked "So you are studying" to which you replied yes again. Based on this the decision is final, your deposit has been refunded and your account closed.

Posted on June 2, 2014

This complaint is considering resolved, because casino have a recorded conversation between player and a support.

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