The Clubhouse Casino - プレイヤーのアカウントは閉鎖されました。

I deposi 30 EUR and star to play "All lucky clovers 20" slot with the 100% welcome bonus they offers for new player. When I clear the bonus I have 2801 EUR in my account, so I requested withdraw. They canceled my withdrawal and requested documents to verify my account. I send the docs they ask for and they verify them BUT ask for Selfie with my passport. So I send them and this too BUT they closed my account!

When I contacted them through LiveChat they tell me this:

"Your account was closed according to the administration's decision. Unfortunately, the decision is final"

"The management of The Clubhouse Casino reserves the right to withhold or seize any bonuses or winnings gained as a result of fraudulent or otherwise unfair practices. Your account was closed, unfortunately, the decision is final"

No more information....

Dear alfred9881,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you provided all the required documents in sufficient quality? Do I understand correctly that your account has not been marked as verified before the casino closed it?

Additionally, please, forward me all the relevant communication between you and the casino, so we can gather as much information as possible. My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I confirm that I provided all the required documents in sufficient quality.

YES my account has not been marked as verified before the casino closed it.

Thank you very much alfred9881 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina

I just want to be paid for what I won honestly.

Hello alfred9881,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite The Clubhouse Casino to join the conversation and to aid in the resolution of this complaint.

Of course

Hello Adam and Alfred,

Thank you for inviting us into this conversation. We have personally reviewed this case and would like to reiterate what you have already been told by our customer service team. The document you provided, namely a selfie with photo ID, has clearly been forged.

The Clubhouse Casino is absolutely not in the business of confiscating winnings from genuine members, but in this instance we have been left with very little choice.

Dear The Clubhouse Casino,

Thank you very much for your response.

Could I please ask you to forward any relevant evidence of this to my email (adam.m@casino.guru) to be reviewed?

Hello Adam,

Obviously due to data protection laws we are unable to send personal documents to a third party such as yourself.

Dear alfred9881,

The casino states that the document (selfie with ID) you have sent to them appears to be a forgery.

It also states in the Terms and conditions of the casino:

"Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

• use of stolen cards;
• chargebacks;
• creating more than one account in order to get advantage from casino promotions;
• providing incorrect registration data;
• providing of forged documents;
• any other actions which may damage the Casino;"

Could I please ask for your response to this? Were you told this previously by the casino?

Now I understand that there was a problem with my verification. I can send another selfie with my passport if that helps.

Hello alfred9881,

Thank you for the update and for your email.

Dear The Clubhouse Casino,

Are you able to describe what specifically appears to have been forged?

I believe the player has sent new documents to be used for verification, could this help resolve the matter?

We would like to ask The Clubhouse Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Adam,

The customer will be well aware of the issue, but it is not something that should be discussed in a public domain. If they wish to gain any further details then they can speak to the customer service team.

Dear alfred9881,

Please could I ask you how were the photographs you have sent originally different from the new photographs that you have sent?

Perhaps you could send the original ones to my email adam.m@casino.guru?

It was shot at a different time, some time ago. The selfie with ID that I sent you Adam (and please give it to the casino) is made with a quality camera and is up to date. My face and passport were photographed up close to be clearly visible.

All I want is for the casino to get this selfie and decide what to do with my case.

Hello alfred9881,

I am afraid I can't give the casino documents on your behalf, you need to do this yourself. Have you tried to contact the casino regarding this?

Yes, with LiveChat I will send you screenshots.

If you tell me email or other so I can send them please?

Hello alfred9881,

I would suggest contacting the casino via this email: help@theclubhousecasino.com.

Please continue to keep us updated.

I just sent an email with my documents to the casino. Also send a copy to your email too Adam

Hello both,

The new selfie has been reviewed. The new selfie is of a completely different person to the original one. The original was clearly photoshopped and the second one is from 2 years ago, likely taken from social media.

This decision is final and we advise that nobody should waste anymore time on this, which to be honest has been a laughable attempt to forge documentation.

Dear alfred9881,

As we have not seen the original documents sent we cannot make a comparison regarding it being a different person. However, the new photographs that you have sent do, as the casino has stated, seem to be from May 2020 according to the timestamp at the bottom.

Could you please comment on this?

Dear alfred9881,

As it appears that you have sent questionable photographs to the casino for the purpose of verification and we have had no further response from you regarding the matter, the complaint will now be rejected.

It can be reopened at any time.