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auRockNard
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20 February 2016 - 1:16am

City Club Casino wont pay me my winnings of over $35k

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Hi everyone,

I was wondering what my options are regarding an online casino making up conditions that clearly don't apply to my situation, behaving rudely, will not give me a copy of my chat sessions, barred me for a few days and have not given me a clear and accurate reason for not paying me all my winnings.

im not even sure if i can name the casino as in their TOC's there was a clause stating that if i did anything to harm the image of the casino they can refuse payment of winnings!!

The brief details:

previously i made 3 x $50 deposits and received various bonuses and nothing came of them.

weeks later i deposited $20 and negotiated a deposit bonus of 50% resulting in $30 for me to play with. from this i ended up winning 55K from free spins in spins about 5 times while betting $150.

i played for a week or two more and decided to make a withdrawal.

so, i contacted the casinos support via chat and asked them to walk me thru the withdraw process as i have never won or made a withdrawal and i didn't want to make any mistakes.

The chat support operator made me make 7 x $5000 transactions totaling $35000 and i still left a large sum in my account for me to continue playing (i think around $3-5k)

4-5 days later i received a text message while playing online from the casino asking me to answer my phone. so i did..

it was their finance department congratulating me on my win and stating that i have done every thing right in regards to the withdrawal process and casino rules and bonus conditions and that the following day i was to receive a total of $420 in my account!

WOW! i think there is a little difference in figures here...I don't know???

he said that as i received a bonus in good faith of the casino as a new player for me to familiarize myself with the casino and the services that they offer and because of this you can only
withdraw a maximum of = (20 x my deposit of $20) plus i get my deposit of $20 back!!!
which makes the $420 he referred to.

They ended up clearing my account funds and the pending withdrawals and putting the $420 into my casino account against my wishes..

I have screen pics, account details, transactions. complete history of events and a fair few chat sessions i had to copy and save myself which back my arguments.

This is so unfair, i was either grossly mistreated unfairly by the casino or i feel that somehow the employees of the casino may have even kept the money for themselves..

i would be so grateful for any input and information regarding my options?
i dont know what to do!

Thank you for reading this

many regards,
Rock

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auCL-Ed
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22 February 2016 - 4:11am
#1

Yeah, I'm not surprised. City Club Casino are owned by a pretty shady bunch. They are run by an Israeli operator that is up to its neck in illegally hacking websites and spamming in order to promote its casinos. They also they have a bunch of awful clauses in their T&Cs with two of the worst being:

- A $10,000 per month payment limit, even if you win a multi-million dollar progressive jackpot that they receive in one lump sum from Playtech. Yep, they just keep the money in the bank and earn interest, or more likely the owner spends it on yachts, cars, drugs and hookers, and you have to hope they are still in business decades from now to keep paying you.

- A maximum win limit on their bonuses, per this term:

Quote:

This bonus is given in good faith by City Club Casino in order to familiarize yourself with what we have to offer, therefore, the winnings for this bonus are set to a maximum of ten (10X) times your first deposit.

Perhaps they lowered it to 10x after paying you 20x, as the tight-arses probably don't enjoy paying anyone at all.

We already have these guys blacklisted and we noted the win limit clause in the review. We recommend that people do not play at any of their casinos. Unfortunately you have demonstrated exactly why some casinos have a rule like this (and it is sadly becoming more common). It drastically lowers their exposure to big winners.

So the short answer: can you do anything about it? No, other than play elsewhere. They aren't going to pay you because whether you knew it or not, you agreed to the clause when you signed up and took the bonus. My advice these days is to decline all bonuses unless you know the rules inside out and are prepared for the wagering requirements, game limitations, and other pitfalls. Sorry mate.

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usdreamylatoni
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22 February 2016 - 7:05am
#2

That seriously sucks. I mean this should be a game where everyone can have fun, not that it only allows certain people to have fun at other people's expense and it's just not totally fair. Sad

It's a hard lesson learned. Hope you find good luck elsewhere.

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ruNin Wayne
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22 February 2016 - 11:01am
#3

Sorry OP and wish you luck in the future. you can check the top rated casinos on this site, too.

CL-Ed wrote:

My advice these days is to decline all bonuses unless you know the rules inside out and are prepared for the wagering requirements, game limitations, and other pitfalls.

Nice advice, Ed...actually that's what I've been doing, so far, after seeing most of the issues arising from casinos had something to do with their bonuses!!

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bgsharpe
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22 February 2016 - 11:45pm
#4

It's a shame really that there are so many cheaters out there, that's why I prefer to deposit and play only on trusted sites. It's really a huge amount, too bad Thumb Down

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auRockNard
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23 February 2016 - 12:08am
#5

Thanks guys,

not the answer i was really looking for but what can one do? accept it and make sure people are fully aware of the criminal nature of this casino.

Fancy being told that u have a limit on the money u can win using ur own money!!!

I specifically asked the chat support representative for the city club casino for the conditions associated with the bonus being offered and they wrote
"only the wagering requirement of 40x need to be fulfilled for you to collect"
This was written in the chat session and since has been removed from my viewing and they will not give me a copy for myself.
all of the chat sessions are stored but not for these guys, they dont keep copies!

i recently spoke to chat support and hows this for a fair gaming professional service offered them. their representative was familiar with my situation....

Tom: hey
Tom: welcome back
Tom: hows it going?

CumChi: im well thanks
CumChi: and u?

Tom: im good
Tom: did you see the new games we added>\

CumChi: yreah great
CumChi: wots the stoiry concerning bonuses?
CumChi: if i deposit 20 what bonus can u offer me?

Tom: right now your account is blocked from receiving bonuses
Tom: do you want me to reenable your bonuses?

CumChi: no im just contem,platingh thisd

Tom: then i dont understand you
Tom: how can i give you bonus offers if your account is blocked from receiving bonuses?

CumChi: im tryuiung to work out if they are good valuer or not

Tom: well for minimum deposits you will claim minimum bonuses
Tom: around 50%
Tom: if you want to claim higher bonuses you will have to deposit higher amounts of around 100 AUD

CumChi: and wot conditions go with that?

Tom: you will receive an email with all the conditions
Tom: once you make your deposit and claim the bonus
Tom: you can go over it
Tom: anyway man we have added a bunch of new games
Tom: and you havent played with us for years
Tom: why dont you go a head and make a deposit
Tom: and ill top you up with what i can

CumChi: im just asking wttot conditions

Tom: i cant write them all in the chat its too much
Tom: you can read them online in our site
Tom: or make a deposit and you will get an email with a link to them

CumChi: i cant believe u can not quickly tell me without me having tgo deposit
CumChi: '
CumChi: too much?
CumChi: what do u mean?

Tom: my friend i have 10 chats right now that im taking at this moment
Tom: i have given you all the informatin you have asked for
Tom: you are free to play with us
Tom: good luck!

CumChi: i cant see the conditions anywhere

Tom: hxxp: // cityclubcasino.com/terms-and-conditions-fdb/

CumChi: hello
CumChi: those conditions are for first time bonus players?
CumChi: dont u chat and work out different deals with every player dependinmg on thier playuing habits?
CumChi: tom

Tom: those t&c are more or less the same for the bonuses you will receive here as well
Tom: as i said as soon as you make a deposit and claim a bonus you will recieve an email with a link to the relevant t&c of the bonus
Tom: for now your account is blocked from receiving bonuses anyway so you must first make up your mind if you want these bonuses or not

CumChi: how can i make them decisions to deposit without knowing the conditions inbvolved here/?

Tom: you know
Tom: i gave you a link

CumChi: that was for first time deposit bonuises?

Tom: you have the general t&c for bonuses there as well

CumChi: can i have the link with the t and c's withouit all the mumble jumble confusing stuff?
CumChi: thats written with it?
CumChi: please

Tom: sure one moment im locating it

CumChi: thank you

Tom: hxxp: // cityclubcasino.com/terms-and-conditions-sterms/
Tom: there you go

CumChi: ty
CumChi: i dont understand why u r kicking up a fuss. these t o c's should be explained to every player
CumChi: dont u chat and work out different deals with every player dependinmg on thier playuing habits?

Tom: no we dont

CumChi: well u just said to me ""well for minimum deposits you will claim minimum bonuses""'
CumChi: also them toc's are for players that received email coupons
CumChi: hello
CumChi: tom
CumChi: hello
CumChi: ?/?
CumChi: hrello

Morgan.: Hello Rocco

Tom: hi

CumChi: hello Morgan
CumChi: Tom

Tom: hi

CumChi: how are u both?

Tom: we are good
Tom: sorry about earlier the chat got disconnected
Tom: i wasnt seeing your chats

CumChi: thats fine Tom i do understand

Tom: so my friend tell me
Tom: what is the situation now?
Tom: do you want to come back and play with us with bonus or without?

CumChi: id like the bonus so long as i understand the conditions
CumChi: now tghe last toc's u referred me to were for players that had recerived a bonus coupon by email

Tom: we dont deal with bonus coupons
Tom: usually you make a deposit and claim an automatic 30% bonus
Tom: those are the t&c to that bonus
Tom: and if you want depending on the amount you deposit we can top you up something more than the 30%

CumChi: how do u claim this?

Tom: can i call ?
Tom: ill explain to you everything over the phone>?

CumChi: ok then so what do i need to do to be able to withdraw if i win?

Tom: i think if i call you and explain to you all this over the phone it will go better
Tom: is that an option?

CumChi: and is their max withdrawal limits
CumChi: may i ask who is Morgan?
CumChi: are u from the casino or the independant company used by the casino?
CumChi: ?

Tom: I'm the english team leader here in the casino
Tom: have been for 2.5 years
Tom: Rocco, I really want to help you but you must understand that we deal with hundreds of players online
Tom: and i cant carry on chatting with you forever so if you have some direct questions you need answering before you decide to play here or not i will call you and put them to rest

CumChi: im sorry if i am making things difficult. i dont have a direct number u can contact me at ther moment unless you have online calling?

Tom: im afriad i dont
Tom: is there anything else i can help you with>?

CumChi: thanks for your help tom

Tom: your welcome my friend
Tom: think about all this and when your ready to come back and play we will be here for you

auCL-Ed
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23 February 2016 - 12:46am
#6

It sounds like they have been coached not to answer specific questions about the terms so that you can't get anything on record apart from the official T&Cs document drafted by lawyers.

Also I bet "Morgan" and "Tom" are one and the same.

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ruNin Wayne
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23 February 2016 - 11:31am
#7

Someone once told me that you can complain to a casino's licenser, am not sure how that works but I think, you can have a go! surely it can't be worse than not getting anything!

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auRockNard
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25 February 2016 - 11:33am
#8

Thanks for the feedback everyone, still a little disappointed that nothing can be done.

Thank you Nin Wayne for your input,
Who would be the casinos licenser? PLAYTECH ?

It is a lot of money and the feeling of being deceived, tricked and blatantly robbed after the feeling of winning has made me feel like i have been violated and fooled!

Even worse after telling some close friends and family of my win and then how and why a BOGUS Club City Casino have failed to pay me accordingly.

How they mistreated me in discussions, failed to execute their duties as chat support personnel by failing to inform me of hidden TOC's which i clearly questioned prior to depositing my funds.

None of my emails received regarding my deposits did not have any links directing me to a webpage listing any TOC's what so ever.

City Club Casino portray you as loyal and valued customers and how they look after and take care of their customers by ensuring fair play conditions and providing accurate customer support.
The truth is that they will never pay out the amount actually won. Instead they fabricate TOC's and rules in their favor, justifying them paying you a maximum win limit of approximately (10 or 20 ) x The amount you deposited..

i will never give up on trying to recover my rightful winnings from this casino and will do my best to spread my experience playing at CITY CLUB CASINO across the internet, making sure that all online players realize the rogue nature of this casino and it is further blacklisted and its image tainted.

Thank you everyone again.. Smile

uscasinodeb
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25 February 2016 - 6:03pm
#9

Ya know, I am finding that locating the terms and conditions for email bonuses and offerings is a problem even with the better trusted casinos. I have a couple of times had some difficulty with claiming a promotion because of terms that were found NO WHERE in an email or located when I looked on the casino web page. This of course is minor in comparison to being unable to withdraw winnings you believe to be due, but I do think that many of the casinos are guilty of throwing out the enticements in email and making it really hard to understand the fine details that are beyond or different from their general terms posted online. So sorry this happened to you RockNard!!

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ruNin Wayne
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25 February 2016 - 7:47pm
#10
RockNard wrote:

Thanks for the feedback everyone, still a little disappointed that nothing can be done.

Thank you Nin Wayne for your input,
Who would be the casinos licenser? PLAYTECH ?

I will never give up on trying to recover my rightful winnings from this casino and will do my best to spread my experience playing at CITY CLUB CASINO across the internet, making sure that all online players realize the rogue nature of this casino and it is further blacklisted and its image tainted.

Thank you everyone again.. Smile

They are Licensed in Curacao Have a go there and they are blacklisted here(CL) anyway.
Source(Casinolisting): City Club Casino is an online casino with games supplied by Playtech. It is operated by Sea Gate N.V. and is registered under the jurisdiction of Curaçao. Last updated: January 1, 2015.

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auCL-Ed
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1 March 2016 - 12:13am
#11

Unfortunately Curacao is little more than a rubber-stamp licensing jurisdiction. The casinos set up shell companies there and get a license that is approved not by the regulator CIGA, but another master licensor company called Curacao eGaming, that just collects fees for approving licenses and helping the casinos set up their operations there.

CIGA does not help players with disputes and officially advises players to resolve their problems with the casino themselves. There is no official dispute resolution process or independent arbitration body for casinos licensed in Curacao so you are at the mercy of the casino's honesty and ethics in the event of a dispute. Sadly these two things are in short supply at City Club.

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krcoolsongss
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29 March 2016 - 12:06pm
#12

City Club is a bad casino. I opened my account here quite long before. At that time, I didn't play in any of Playtech casinos. And later, I luckily chose the good ones among Playtechs like Betfair, and Betfred etc.

Rocknard, tt is very bad to hear that you would not get the huge withdrawal, but, at the same time, somehow fortunately your total deposit was not big. So, just take their dirty behavior as a lesson learned, just forget it and move on, man !!!

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