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Subject: Urgent Complaint Regarding Insufficient Payout at Clubhouse Casino

Dear Casino Guru Team,

I am reaching out to you in order to bring forward an urgent complaint regarding my player account at Clubhouse Casino. On December 1, 2023, I utilized a 100% bonus after previously inquiring in live support about possible payout restrictions. I was assured that there were no restrictions.

However, I have found that despite a planned withdrawal amount of 4000€, I can only withdraw 1000€. This contradicts the previous information provided by the support team, and I feel disadvantaged by this.

I request immediate resolution of this issue and the immediate release of the full withdrawal amount of 3000€ to my account. I intend to submit an official complaint to the competent supervisory authorities if this matter is not immediately and satisfactorily resolved.

Thank you in advance for your prompt support.

Best Regards,

Maria

Betreff: Dringende Beschwerde wegen unzureichender Auszahlung auf Clubhouse Casino

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, um eine dringende Beschwerde bezüglich meines Spielerkontos im Clubhouse Casino vorzubringen. Am 1. Dezember 2023 habe ich einen 100%igen Bonus genutzt, nachdem ich zuvor im Live-Support nach möglichen Auszahlungseinschränkungen gefragt hatte. Mir wurde versichert, dass es keine Beschränkungen gibt.

Allerdings habe ich festgestellt, dass ich trotz eines geplanten Auszahlungsbetrags von 4000€ nur 1000€ abheben kann. Dies steht im Widerspruch zu den vorherigen Informationen des Support-Teams, und ich fühle mich dadurch benachteiligt.

Ich bitte um umgehende Klärung dieses Problems und die sofortige Freigabe des vollen Auszahlungsbetrags von 3000€ auf mein Konto. Ich beabsichtige, eine offizielle Beschwerde bei den zuständigen Aufsichtsbehörden einzureichen, sollte diese Angelegenheit nicht umgehend und zufriedenstellend gelöst werden.

Vielen Dank im Voraus für Ihre prompte Unterstützung.

Mit freundlichen Grüßen,

Maria

Dear AleKing44,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with The Clubhouse Casino. I have checked the Bonus Terms and Conditions, and this is what I found:

All bonuses are subject to a 1,000 EUR or currency equivalent maximum win, if the max win amount is not stated elsewhere in the specific bonus terms. This includes those issued by a VIP or Customer Service Agent manually.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us and send any relevant communication between you and customer support to veronika.l@casino.guru. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

Hello, thank you very much for your quick reply. Yes, that's right, it's in the terms and conditions but I was still assured that there is no maximum cashout. So I relied on it and paid in. I also have screenshots of the conversation that she said "no restrictions apply".

LG Maria

Please send these screenshots to this thread.

Hello, thank you very much for your quick reply. You can find the pictures below :)

Hallo, vielen Dank für sie schnelle Antwort. Die Bilder finden Sie hier unten 🙂

Thank you for sending me the screenshots. Unfortunately, I must inform you that the Terms and Conditions always take precedence over any information you may have received from a live chat agent. Please understand that these agents are often outsourced and may make mistakes.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.