The Clubhouse Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I had created an account on "clubhouse casino" a couple days ago and deposited just more than a couple thousand AUD into my account I'm aware of the bonuses and rules they had in place for withdrawals around that, I had accumulated $5949 in winnings when i have requested that amount to be withdrawn they have declined every bit of payment verification i had submitted to them to be able to receive my winnings and have my withdrawal accepted i had jumped through so many hurdles in order to prove to them that i am the account holder and i processed the deposits they are extremely unresponsive and take 6 - 24 hours to send me disapprovals for my withdrawals on top of this is had spoken with more than 10 of their live chat systems as well as customer support via email and they still aren't approving my withdrawal.

Dear adrianorosso15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

the problem is every time i request my withdrawal they decline it every single time they requested i upload documents regarding the deposits i made and i had sent everything i needed to and they still decline me of my withdrawal and my account verification in regards to the deposits

they are now informing me that i need to wager my deposit x3?? to have access and accept my withdrawal ??

theyre refusing my withdrawal now because i havent wagered enough? i have deposited well more than 2300$ AUD onto theyre site and now theyre refusing to withdraw my 5900$ winnings

Dear adrianorosso15,

Wagering your deposit is a standard AML (Anti-Money Laundering) policy in nearly all online casinos. If you haven’t yet met the 3x wagering requirement, withdrawals won’t be available, so I’d recommend continuing to play until it’s completed.

Is the wagering progress visible anywhere on your casino account?

Looking forward to your response.

Best regards,

Nick

It isn’t visible anywhere for starters and secondly I was advised by a live chat person to gamble 900$ then 500$ I told them that you can’t force someone to gamble to access their funds this was after the fact they started withdrawing my money and it stated as "processed" on their website they have now withdrawn the "processed" funds and can’t answer me why

I can’t see anywhere where it mentions I have to wager x3 of my deposits in saying that I have spent 2300$+ of my funds and now I can’t withdraw 5900$

They told me that the withdrawal was accepted and that it was being processed, they have now since pulled that and withdrawn the deposit into my account after it just said processed and I got the confirmation via email from their support team / account manager

Dear adrianorosso15,

Do I understand it correctly that the current payment is still pending? If yes, since when exactly?

Please keep in mind that withdrawals may take up to 14 days to be processed, so if it's pending, I would recommend to wait only.

If it get's canceled again, it probably means that the deposit wagering is not yet done.

You can check it in the casino terms: https://theclubhousecasino5.com/en-au/terms-and-conditions

Best regards,

Nick

The deposit is pending as of 3 days so a little while now until the 14 day deadline they have sent it via wire to my aus account, I have been reassured by management that they have sent it and that I will receive it, judging by the track history with the support and bounce backs that will be decided once it lands hopefully, so far so good.

Dear Adrianorosso15,

Let’s stay optimistic that the payment will be successfully processed this time. If the deposit’s wagering requirement has been met, there should be no reason for the payment to be rejected again.

Please keep us updated when the funds arrive, or let us know if the payment is canceled once more so we can look into it further.

Looking forward to your response.

Best regards,

Nick

Dear adrianorosso15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.