Complaint #9 The ClubHouse Casino

The CubHouse Casino - Casino claiming the max win amount was less than is stated

By Kluka12

1 year ago

I was credited a $15 bonus that stated the max win was $1500,

I ended up winning and withdrawing $600 together in two separate withdrawals,

I then received an email stating I had exceeded the max win amount and my balance had been corrected, upon checking my withdrawals were both canceled and my balance was at $300. I contacted support immediately explained the issue and provided screenshots showing the terms stating the max win amount of $1500.

They contacted the finance department and then they said “Sorry it was the manager's decision to CUT IT THIS WAY” I said, “So it was the manager's decision to go against the terms of the bonus?” He said he’d escalate it to the manager again and see what he says, they have breached the terms are not honoring the terms laid out for the bonus, and have stolen $300 of funds fairly won within the terms of the bonus.

I have withdrawn the $300 from my account and would like help to receive back my remaining and stolen $300 I have provided screenshots of the bonus I received and the terms thereof which I underlined red where it states $1500 as the max win, also screenshots of the conversation I had with the support staff.

Disputed Casino The ClubHouse Casino

Reason Bonus terms violation

Amount $300

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Kluka12,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

The ClubHouse Casino

• Representative

1 year ago

An apology was made and the player was paid out not long after he made a complaint.

The ClubHouse Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $1,124

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

The ClubHouse Casino Complaints

See all complaints for this casino

Unpaid Cash Out

I have made a withdraw here 7 days ago for $1200 NZD. Usually with Dama NV Casinos the withdraw is processed within 2 days. The fact that it has not made it to my account yet leads me to believe something has gone wrong with the Withdraw process but Clubhouse casino is not investigating. They keep telling me to wait but something is clearly not working properly.

They said checking with my bank may help, which I did and the bank cannot see anything. They have asked if I can get a proof of deposit from Clubhouse Casino to verify the payment was made to the right account, but Clubhouse is not providing this. Below is an overview of the issue

1) The payment is taking far longer than Dama NV usually take - which indicates something is wrong
2) The Casino is not investigating the delayed payment
3) The Casino is not providing me with any proof of payment or verifying the correct account was paid
4) They are just replying to my requests with 'please keep waiting' though it is very unlikely I will receive any money without them checking what has gone wrong

Resolved

$1,200

Withdrawal rejected 10 times so far

Dear AskGamblers,

Unfortunately, I am filing a complaint against The Clubhouse Casino due to repeated issues with my last withdrawal request. I am now on my 11th attempt, and each one has been rejected, despite my following all instructions provided by the casino.

In the past, I deposited using both Interac e-Transfer and credit card, but I always withdrew via e-Transfer, regardless of the deposit method. These withdrawals were seamless and consistently successful. However, after my most recent deposit—made using a credit card—I was informed that I must withdraw using the same method as that deposit. Since credit card withdrawals are not available to Canadian players, I was advised by support to use the bank wire transfer option instead.

I submitted all required banking details in the exact format specified, including the correct Canadian clearing code and wire-formatted account number. Despite this, each wire transfer request has been rejected, with the only explanation being that my banking information is incorrect—something I have verified multiple times and confirmed as accurate.

This situation has become unnecessarily stressful. I am simply trying to access my legitimate winnings of $1,355 CAD, which have now been withheld across 11 separate attempts. I believe I have met all requirements and acted in good faith.

I would greatly appreciate your help in resolving this matter.

Sincerely,

PS . I do have screenshots of my bank requirement for wire transfers, Clubhouse Casino instructions, screenshot of rejected withdrawals, screenshot of my submitted withdrawal, however, I do not wish it to be public. I will upload to AskGamblers if it is kept private and not publicly posted. Thank you.

Resolved

$1,355

My account was unjustly terminated with 2700euros in it

Hello thanks in advance for your help, I have been registered on the club house casino for many months. After many deposits I finally manage to make a nice win of 2700 euros. I send all the documents to verify and the next day my account is closed for no reason. I contact live support and it tells me my account has been closed due to an administrative decision. I then receive an email saying that they have closed my account because I have abused their bonuses. I have not abused the bonuses because before making the deposit I received a bonus offer on their invitation, that is why I used this bonus. I would like to try to withdraw this money thanks in advance the winnings are 2700 euros.

Unresolved

€2,700

700 euros delayed payment

Found this casino on some affiliate site, created an account on February 9th, made a 25 euros deposit and claimed the first deposit bonus. There were some glitches as I played, but sorted everything out with live chat. Got lucky managed to clear the wager and made 700 in withdrawals. Uploaded my documents for verification all went good. After that the problems started.

When I tried to make a withdrawal Skrill was missing as a withdrawal method. Only Bank Transfer, Mifinity and CoinsPaid were available. Talked to support they told me they were experiencing some technical issues, told me to wait or withdraw with another payment method. From there on my withdrawals to CoinsPaid and Mifinity just remained pending, for chat to tell me I could only withdraw to Skrill. Nothing is resolved, Skrill is still not available, my withdrawal to Mifinity is still pending, despite an agent telling me it was in the approval phase and it would be processed. Today on chat the agent told me she couldn't share any information with me about my withdrawal.

I'm tired of waiting, I want to get my fair earned winnings. I ask Askgamblers for help. I'm very disappointed by this casino, I play at the Dama NV group all the time.

Unresolved

€700