City Club Casino Complaints

I played at this casino for 20x the deposit and bonus. I tried to withdraw 9002.00 cad and they sent back my deposit of 500 and voided my winnings. I need to know what happened to my winnings and why it was voided. They said I this

We have received your withdrawal request for the total amount of CAD9,002.00, and understand that your preferred payment method is Instadebit. Please note that we reserve the right to refund money by way of any payment method through which you have deposited, up to the total amount you deposited, in accordance with international banking regulations.

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.

Hi,

I recently received a $300 bonus from City Club Casino, after depositing several thousand dollars to their City Club and City Tower branded casinos. Upon meeting the conditions for wagering, I withdrew my maximum payout (20xbonus) of $6000. The bonus amount was removed and no longer appeared in the bonuses table in their cashier section. Upon a reverse withdrawal of this money I proceeded to win and withdraw $55,000.

City Club are now saying that my max entitled payout is $6000.- they are saying that the bonus (despite wagering conditions being met and the withdrawal being approved) is perpetual as "my winnings were derived from a bonus" and applies to my reverse withdrawal. I reason that if $6000 were my winnings and on my way to my bank account, and the bonus conditions had been met, and the bonus had been removed, that i am entitled to reverse the withdrawal and bet unrestricted.

Their Terms and Conditions do not deal with this at all. Please Help.

JH

I have exactly the same issue as Hilal, Casino Club refused to pay my winnings too. There does seem to be a pattern emerging relating to this casino! All they have done is reimbursed the amount I originally deposited. Think I might stick to real casino's as they don't come with terms and conditions telling you which machines/tables you aren't allowed to play on in order to win money.

i opened an account with £25 they gave me a 400 % bonus i never asked for i played througfh some games of casino i was on £280 and then went to withdraw £180 which left the £100 bonus still in there.then i was told that i could not withdraw as i still had to turnover £1773 so i went into terms and conditions and it said deposit and bonus x 20 on non progressive slots so i went on top trumps which is non progressive i stayed up till 3am ticking off every 5 spins to make sure i went over the alotted requirements then when i reached the right amount i then played on for another half an hour and got upto £896 then 4 days later i get a phone call to offer me my £25 deposit back and i do not think that is fair my eyes are still sore from playing that night.i got in touch with the uk commision on gambling and they gave me contacts to the cyprus version which i aim to contact tomorrow.

This is a complaint that I find important for all players ...
On August 1 at 21:02:15 I contacted support city club which would have asked if any bonuses, having already played several times at this casino ...
They told me they would have a 100% bonus ... I ended up making a deposit of 50 euros ...
In other words, I began to play with 100 euros, the same night won 1100 euros ... was almost certain that had managed to make the bets coming in the terms and conditions ... why did withdraw ...
The next day I received an email which said he had to place bets worth nearly 2800 euros ... I was not to notice and then called me to talk to me in Portuguese ... the official who did not disclose the name for a while told me that they would once again put the money to the casino I play ... saying also that it would always complete the bet to the value of 2800 euros ...
I started playing again and I was lucky and managed to reach the Euro 2900 ... Was absolutely sure it is not the first time I won in casinos ... and therefore there was no doubt that this time could withdraw the ...
But still prefer to contact support ... I spoke with another employee ... which I said that to achieve what would have to withdraw deposit at least EUR 20 ... I did not understand why but still made the deposit .... had some doubts because they had taken at least 4 times the bonus they gave me "or gave me 50 euros and remove almost 200 euros ... But I also appeared in supporting another employee who had spoken to me in Portuguese and I apologized and said that the boy was new and did not need to make that deposit ... he confirmed that I had desired by the casino gambling ...
That same day I send my documents they needed rest and I was ... not least because two employees had given the ok.
6 days later I receive a phone call in Italian ... to say that I had played in games of roulette and progressive, although not speak Italian understood perfectly what she was telling me and said in Portuguese that had never played these games ...
She said she would send me an email which never received ...
After I sent several e-mails often without obtaining specific feedback that I only said it had not complied with the terms and conditions ...
Each one said a thing ... 24 hours later I returned to the support and finally came to another conclusion that the problem was not the games 'progressive games and roulette' but betting ...
That is because the conversation changed as they knew perfectly well that never played those games were seeking the history of betting ...
After several conversations and I were saying that playing with my money ... decided to adopt the 9 day 1050 euros, of which I had won 2900 euros ... I was told that the rest of 1850 euros or the casino would keep the money ...
I did not think it normal to not think this day has not yet appeared in the bank the money "Euro 1050" ... but I'll wait because I know it can sometimes take a few more days ... anyway this is not fair ...
I've played in many casinos in which I lost but I won and I was very pleased because in all casinos take me off the bonus money they ask me the document and nothing more ... has happened and I did not realize the stakes and the money back to the casino I play ... no casino never got my money ...
I'm really disappointed and leverei this until the end ...
I start by asking you and also helps to know your opinion ... because I think it unfair ... even today I have earned 1500 euros another casino without any problem ... I have no doubt that they just want money from customers ...
I am sure you stick to the terms and conditions for more than never intended for less ...

I would add ... I do not know if they record the calls and conversations in support ... I even recorded as one of the support conversations ...
And if they write ... for me until one is lucky because all I'm saying is true ...

Thank you very much
Aline Vasconcelos

I joined up to said casino and before long I won the extra power marvel jackpot of $4090.80, when it came to withdraw the winnings of more than 5000 I could only claim 10x the initial and any other deposits ...a total of $460.

I can accept that i must forfiet any wiinings that came from city club slots by way of normal play and wins but when a jackpot win comes from an independant pool of funds from many casinos do they have the right to keep this money. Taking back what was originally theirs is fine but the jackpot now in their pockets is a healthy profit or theft some may argue.

Has this situation been experienced by any one else? I realise bottom line is i failed to look at TnC, if the least that comes from this is that city club return jackpot win back to pool i would be happy but for them to have is apunch in the face.

Cheers

First of all I am new to online casinos and was a bit naive going in.

I joined City Club Casino without reading the terms and conditions, which is a mistake i won’t make again. I deposited £75 and received a 300% automatic bonus. I found this a bit odd since I was not asked if I wanted it, nor was I asked to agree to any bonus terms. However I didn’t think too much of it and continued to play some games. I played some roulette and blackjack and won a bit of money. I then tried to withdraw some of my winnings. A few hours later I received an email saying that I had not met the wagering requirement and that furthermore I had violated the terms by playing restricted games and that my winnings and bonus had been voided. At that point I went and read the terms, realized my error and just sucked it up, since it was my mistake for not reading the terms.

So, I had my original deposit and they had voided the bonus. Since I had now read the terms I also knew that the wagering requirement was also on the original deposit amount and not just the bonus, hence I could not just withdraw my deposit and call it a day. I had to fulfill my wagering requirement by playing only non progressive slots.

I did just that and ended up with almost £2000 by the time I had wagered enough to fulfil the requirement. I must stress here that I ONLY played non progressive slots – in fact it was 90% on the same game. Anyways, I then tried to withdraw my winnings.

Low and behold a few days later I get an email saying that I violated the terms and conditions by playing roulette and blackjack and therefore all my winnings had been voided. The original deposit amount was returned to my account. Obviously I was furious, since I had definitely only played non progressive slots since my original bonus was voided. I have now complained several times, mostly by email and the response is always the same; my winnings are void because I played restricted games. Only I didn’t play any restricted games once my original bonus was voided – on the 1st May. Furthermore the winnings were made using my original deposit and not a bonus (since it was voided). I have explained this at least 4 times now by email, but I always get the same reply (each time from a different rep). In my last email I pointed these things out and requested that they send me the dates on which their system shows me playing blackjack and roulette. I was hoping that once they sent me the dates I could highlight the fact that they were prior to the bonus being voided. I received the following reply:

“This is Denver from the Support Team.

As reviewed by the Audit Team, it has been determined that you have played with the bonus. Note that the bonus was issued on 2010-04-30 13:58:47 and was removed on 2010-05-01 08:46:16. During this period, you have won from the bonus and won on Roulette which is non allowed game; hence, the winnings were removed as per Bonus Terms and Conditions.

Thank you.”

Either they still don’t understand the situation or they are just avoiding the issue and hoping that I will just give up.

My feeling is the latter since I have explained it VERY clearly several times now. Their email above actually proves my point; My bonus and subsequent winnings were removed on 2010-05-01 and I was returned my original deposit which still had a wagering requirement left on it. I played only non progressive slots, made almost £2000, tried to withdraw £1700 and then they just voided everything and gave me back my initial deposit.

They keep acting like the winnings I am trying to withdraw came from the bonus even though they removed the bonus before i won any of this money. What they are claiming doesn’t even make sense! How can I possibly use a bonus to win money when they just admitted the bonus was removed on 2010-05-01. The withdrawal that they are denying was made 2 days later. It is absolutely ridiculous!

Do you think you can help me with is? I really dont like the idea of them getting away with this.

Thanks Hilal